Visitor Services Manager

GENERAL STATEMENT OF RESPONSIBILITIES & DUTIES:

The Visitor Services Manager will carry out the daily on-site operations of the International African American Museum and provide a safe, informative, and meaningful visitor experience. They enhance the Museum experience by facilitating the sale of tickets and entry into the Museum, engaging, and interacting with the visitors both within the Museum and in the African Ancestors Memorial Garden, and providing exceptional customer service.

Ideal candidates will have previous visitor services or admissions experience at a museum, similar attraction, or theater; strong administrative skills; be extremely organized and able to balance multiple tasks with competing priorities efficiently, professionally and with minimal supervision; work autonomously as well as part of a team; build strong relationships and trust with colleagues.

Duties/Responsibilities include but are not limited to:

• Oversees the public-facing museum experience with respect to admissions, amenities, transactions, and service quality.

• Directly oversees the management of onsite Visitor Service Associate team

• Management of the VS Associate Call Center and remote teams

• Manages visitor flow within the admissions queues, within the Museum and in the African Ancestors Memorial Garden

• Assists in the management of Visitor Services operations processes and computer systems that ensure excellent experiences for Museum visitors.

• Ensures accuracy when handling and reconciling cash to avoid overages and shortages

• Create and manage Visitor Services staff schedule and approve all timesheets at the end of each week.

• Responsible for the interviewing, hiring, and onboarding of new Visitor Service Associate

• Assist the Director of Visitor Services with management of POS and other systems pertaining to ticketing, retail, and membership.

• Responsible for group sales and overseeing the booking and management of group sales and visits.

• Analyze and report customer service feedback; online, in person, and via surveys

• Serves as Manager on Duty

• Assist with other departments as needed

• Other duties as assigned

Preferred Qualifications and Educational Requirements:

• Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

• Substantial customer service experience required

• Preferred 2+ years proven visitor service experience in a museum, theme park, attraction, or similar venue

• Exemplary customer service skills, including service recovery, crowd management, and risk management.

• Experience operating and administering point-of-sale, ticketing, and reservations systems.

Knowledge, Skills & Abilities Required:

• Ability to consistently and accurately manage cash/checks/ charges, count change, manage financial reporting and reconciliations, and supervise others who perform the same tasks

• Must be able to endure standing for long periods, walking around the building and climbing stairs

• Must be able to work effectively with the general public, IAAM staff and volunteers and consistently provide excellent and courteous customer service.

• Strong listening, verbal and written communication skills are essential. Must be able to communicate effectively and provide feedback with clear verbal and written communication skills;

• Appropriate computer and typing skills. Agility with customer relationship management systems, and Microsoft Office software.

• Ability to manage multiple tasks

• Must be dependable and have reliable transportation

• Must be willing to work a flexible schedule, including evenings and weekends

• Must be a team player, problem solver, and organizer. He/she should have a sense of humor, a willingness to learn, integrity, and trustworthiness.

• Must be customer focused.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Ability to deal with and resolve problems while remaining flexible.

Physical Requirements:

• The ability to work extended hours during a mentally and physically demanding events schedule while remaining flexible, calm, positive, and professional.

• Must be able to lift up to 25 lbs.

• · Must be constantly aware of surroundings and able to recognize safety issues that may threaten museum property, and/or the life of staff and visitors.

• Must be able to be able to stand for long periods of time.

• Must be able to work both indoors and outdoors, sometimes in inclement or hot and humid weather.

This is a list of the general duties, hours, and expectations for the stated position. The individual who fills this role will be asked to perform other duties as assigned, and pitch in with a variety of IAAM activities. At all times, associates are expected to help our guests discover highlights of the museum and neighborhood, be curious about offerings of the Museum, and have positive experiences that are new and engaging.

The International African American Museum is committed to building a culturally diverse staff and strongly encourages applications from women and racially underrepresented candidates. It is the policy of International African American Museum to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status regarding public assistance, veteran status, or any other characteristic protected by federal, state or local law. Persons who do not meet all listed criteria but who feel that their knowledge, skills, and experience make them well qualified candidates are encouraged to apply. In addition, the IAAM will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.