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Intrepid Museum Careers

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Visitor Services Manager
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The Intrepid Sea, Air & Space Museum is a non-profit, educational institution featuring the legendary aircraft carrier Intrepid, the space shuttle Enterprise, the world’s fastest jets and a guided missile submarine. Opened in 1982, the Museum, anchored aboard the former USS Intrepid, a National Historic Landmark, has welcomed more than 2 million visitors since 2012. The Mission of the Intrepid Museum is to promote the awareness and understanding of history, science and service through its collections, exhibitions and programming, in order to honor our heroes, educate the public and inspire our youth.

The Intrepid Museum is looking for a Manager of Visitor Services.  The Visitor Services Manager is responsible for coordinating and supervising a team of Visitor Services staff engaged in the delivery of a world class experience for visitors attending events, programs and exhibitions at the Museum.

The Manager works both independently and collaboratively to ensure a positive visitor experience, excellent customer service, and highly effective logistics for public participation in exhibitions, programs, and events. Primary areas of responsibility include visitor experience planning and execution, as well as staff development and management. In addition, the Manager works closely with colleagues throughout the institution to help identify and measure key performance indicators to drive visitor satisfaction.

365体育手机投注Essential Duties and Responsibilities include but are not limited to:

Visitor Engagement

  • Ensure a high quality of service and a high level of visitor satisfaction through oversight of all aspects of the full cycle of the visitor experience at the museum, including customer service, visitor safety and museum information.
  • Lead Visitor Services staff by example and in a hands-on manner to ensure excellent service and a positive museum experience that encourages repeat visitation and community participation.
  • Collaborate with the museum’s communications team to ensure that information about museum history, exhibitions, and programs are effectively shared with the public by Visitor Services staff.
  • Ensure that special visitor needs, issues, or incidents are addressed appropriately and in a timely manner, and handle difficult and sensitive visitor issues that are escalated beyond the supervisory level.
  • Perform other Visitor Services responsibilities as needed and assigned.

Department Operations

  • Oversee daily Visitor Services operations, and proactively assess and recommend enhancements and improvements that are aligned with the museum’s mission and budget.
  • Collaborate and communicate in a highly productive and effective way with events, operations, security, and other staff on all visitor-related issues, including leading and participating in regular interdepartmental planning meetings.
  • In conjunction with operations department, ensure safety and accessibility of public areas, and manage compliance with Americans with Disabilities Act (ADA) requirements.
  • Ensure professional appearance and maintenance of front- and back-of-house Visitor Services areas, including public desks, office, break room, and temporary work spaces.
  • Perform other operational responsibilities as needed and assigned.

Management and Training

  • Proactively lead and manage the Visitor Services team, including overseeing personnel issues, staff operations, and training and development as further outlined below.
  • Creates and Maintains daily staff schedules and payroll services via online systems.
  • Assist in building and executing staff incentive programs
  • Oversee responsibilities, tasks, and workflow of Visitor Services staff to ensure smooth and efficient department operations.
  • Oversee, provide guidance, and participate as necessary in the recruiting, hiring, training, supervision, and performance management of Visitor Services staff.
  • Oversee, help develop, liaise with other departments, and participate as necessary in effective staff training programs, including about exhibition and program content, work safety, museum history, museum activities and programs, and visitor amenities.
  • Perform other department management and training responsibilities as needed and assigned.

Administration and Budget

  • Assist with department administration and budgeting, including building short- and long-term goals, developing and improving policies and procedures, and managing projects.
  • Assist with developing and managing annual departmental budget and staffing plans, including research and planning, reviewing and analyzing budget to actuals, and reforecasting.
  • Build, improve, and manage policies and procedures that improve staff performance, maximize resources, and streamline operations.
  • Provide ongoing coaching and feedback to Visitor Services Supervisors and other VS staff.
  • Perform other administrative and budget management responsibilities as needed and assigned.

The ideal candidates should have Bachelor's degree (BA/BS) equivalent. Minimum of five (5) years of visitor or customer service experience in a management capacity, preferably in a museum or attraction setting. Experience with personnel and budget management, staff development and training, team building, and ability to work productively and collaboratively with all levels of management and staff. Strong engagement with and knowledge of visitor service principles, practices, and procedures; and useum/attraction audiences. Professional, polished, and positive attitude and demeanor, with exceptional communication skills, in both public-facing and internal meetings, and discussions, including demonstrated skill in presenting information and facilitating positive dialogue with public. Demonstrated strength in managing time, completing tasks, and being proactive, accountable, and adaptable in dynamic and creative setting and multifaceted role with competing demands on attention and frequently changing and conflicting priorities and deadlines. Demonstrated ability to take initiative and work independently, while understanding and accepting nuanced direction. Excellent organizational abilities, analytical skills, and attention to detail. Excellent judgment, professionalism, and discretion in handling confidential and sensitive situations and matters. Ability and willingness to work a flexible schedule, including weekends, evenings, and holidays as needed.

For consideration e-mail resume with salary requirements to: resume@i-chaney.com. Be sure to include the title of the position you are interested in and your salary requirements.

NO PHONE CALLS.

Only those candidates selected for an interview will be contacted.
The Intrepid Sea, Air & Space Museum is an equal opportunity employer.

The Intrepid Sea, Air & Space Museum is an equal opportunity employer.