Visitor Services Manager

Basic Qualifications

Candidates MUST meet the following basic qualifications to be considered for this role:

Bachelor's Degree and minimum of five years of related experience working in a public service environment with 3 years minimum supervisory experience.

Additional Information

Requires appropriate attire as described by department. Must present a clean, neat and professional image at all times. The Harvard Art Museums are open year round, so this position will be scheduled to work on some holidays and during winter recess.

Please note: this is an on-site position.

About The Harvard Art Museums

Ever since their founding, the Harvard Art Museums-the Fogg Museum, Busch-Reisinger Museum and Arthur M. Sackler Museum-have been dedicated to advancing and supporting learning at Harvard University, in the local community, and around the world. Displayed in galleries that mix not only media but schools of art, the collection at Harvard is celebrated and interrogated within a larger story of artistic expression and historical and contemporary issues. The diverse collection is among the largest in the United States. Through research, teaching, professional training, and public education the museums strive to advance the understanding and appreciation of art.

The museums value staff diversity and are committed to building a culturally diverse community. We encourage candidates from underrepresented groups to apply.

Please note: the health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up to date on CDC-recommended vaccines.

Schedule: Tuesday through Saturday

Position Description

Manage day-to-day operations of Visitor Services areas:

• Hire, train, and supervise staff, including providing leadership and performance management.

• Assess, develop and deliver customer service and relevant training to ensure highest quality of visitor experience.

• Develop onboarding process and materials.

• Oversee the shop/front desk opening/closing procedures.

• Create weekly and daily staffing schedules for Visitor Services Assistants to ensure smooth daily operations across all staffing posts.

• Review and coordinate requests for vacation and personal days to ensure adequate coverage.

• Consistenly manage communication with Visitor Services Assistants to keep them informed and updated on exhibitions, programs, events and other museum activities. Hold regular meetings.

• Monitor visitor experience throughout the day and make adjustments as needed to supported visitors' needs.

• Manage difficult conversations and situations to resolve customer service or systems issues.

• Assist with the shop orders, research vendors and receive merchandise.

• Generate shop performance reports and conduct annual shop inventory. Resolve inventory discrepancies.

• Assist with coverage during lunch breaks and absences.

Administrative:

• Serve as main point of contact with university cash management office. Complete and submit all necessary applications and paperwork.

• Oversee reconciliation and deposit revenue collected by Visitor Services (sales from the shop, on-site donations, distributor sales, royalty payments and special orders) by reviewing Visitor Services Assistants' daily reconciliation, resolve any discrepancies, code revenue, calculate tax, and make deposit.

• Serve as a point person for PCI compliance for the shop and Visitor Services Assistants team. Complete annual PCI compliance certification. Collaborate with Visitor Services Operations Manager to compile and provide PCI compliance reports for the university.

• Serve as point person for or assist with vendor contracts as necessary.

• Develop materials and train staff on cash management process and PCI compliance using POS system and credit card machines in collaboration with Visitor Services Operations Manager.

• Oversee visitor data collection and visitor experience surveys implementation.

• Generate attendance reports for use in various reporting across the musems.

• Collaborate with Marketing and Membership departments on special opportunities focused on increasing attendance and visitor satisfaction.

• Assist with preparing department budget, monitor expenses and financial processes.

• Serve as a point person for accessibility questions. Support efforts to increase accessibility to individuals with disabilties and visitors to whom English is not the primary language.

Other:

• Serve as backup for Director of Visitor Services, Facilities Rentals Manager and Visitor Services Operations Manager as needed.

• Maintain a thorough knowledge and understanding of financial, Point of Sale and ticketing systems.

• Greet and orient groups and visitors, as needed.

• As needed, create events function forms and update Events Calendar.

• Collaborates with colleagues and divisions across the museums and university.

• Perform related duties as required.

Job Summary

The Harvard Art Museums are looking for an experienced, enthusiastic, solutions-focused individual with a genuine interest in public facing customer service interactions in a fast-paced museum environment with a growing and diverse audience.

The Visitor Services Manager will be responsible for managing the daily operations in the Visitor Services areas to ensure a seamless, welcoming and inclusive experience for all visitors. The Visitor Services Manager will manage a team of Visitor Services Assistants including hiring and training, supervising and conducting performance reviews. The Visitor Services Manager will be responsible for overseeing reconciliation and deposit of Visitor Services revenue, including overseeing the financial processes and PCI compliance for the shop and Visitor Services Assistants team. The Manager will be responsible for conducting annual shop inventory. In collaboration with other departments, the Visitor Services Manager will help organize special events and programs with a focus on excellent customer service.

The Visitor Services Manager position is full-time, Tuesday-Saturday. Evenings and holidays are required, including staffing the monthly Late Night event. This position requires scheduling flexibility including working evening hours and holidays.