Manager of Visitor Services: Museum of the American Revolution

Posted November 10th, 2016 at 1:08 pm.

Overview

Opening in spring 2017, the Museum of the American Revolution will explore the full story of the American Revolution using its distinguished collection of objects, artifacts, artwork, and manuscripts. Permanent and special exhibition galleries, theaters, and large-scale tableaux will bring to life the original “greatest generation,” and engage people in the history and continuing relevance of the American Revolution. The Museum is being built steps away from Independence Hall. It will serve as a portal to the nation’s many Revolutionary sites, sparking interest, providing context and encouraging explorations that begin at the Museum’s doorstep

Position Description:

The Manager of Visitor Services will be responsible for the successful management of the daily operation of the Visitor Services department – leading the staff in providing a high level of customer service and satisfaction to ensure an excellent experience for all visitors, overseeing the selling of admission to the Museum, training floor staff, handling of questions or complaints, and maintaining accurate records and financial controls for the box office sale and ticketing equipment. This position reports to the Director of Visitor Services.

Primary Responsibilities:

Maintains staff by recruiting, selecting, orienting, and training employees; work with other departments to develop personal growth opportunities for retention of employees.
Create training programs both for new hires and continued training; ensure effective and timely training of all front line employees, including intense Customer Service training.
Ensure that all departmental performance and operational standards are clear to employees and aligned with MoAR’s strategic goals.
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Works with Director of Visitor Services to establishs strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
Accomplishes financial objectives by forecasting staffing requirements based on the seasonal needs.
Collaborates with Security and Building Operations teams to manage traffic flow, safety and cleanliness
Handles major visitor complaints and queries
Trains staff on the operation of the POS and troubleshooting issues.
Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
Other duties as assigned

Education:

Bachelor’s degree required; preferably in business, hospitality or related field

Experience/ Skills:

Minimum 5 years in a supervisory position overseeing staff who are accountable to deliver excellent guest service.
Skilled and effective leader with proven effectiveness in directing front line staff with proven success as a manager.
Must enjoy working with the public and demonstrate friendliness, professionalism, enthusiasm and a customer-centric approach.
Broad knowledge of information technology and P.O.S. applications; specific experience using Microsoft Office 365 and Excel spreadsheets.
Ability to handle multiple projects and resources needed to meet deadlines.
Ability to work in a fast paced environment.
Proven effectiveness in planning, assigning, directing, motivating and reviewing the work of employees.
Effective and persuasive communication skills; able to speak and write clearly and informatively and present information to a wide variety of internal and external stakeholders.
Well organized and thorough with close attention to detail and follow-through.
Must be able to work a flexible schedule to include weekends, holidays and special events.
Experience in another museum or related experience preferred

To Apply

For consideration, please send a cover letter stating salary requirements along with a resume to, employment@AmRevMuseum.org.

The Museum of the American Revolution is an Equal Opportunity Employer.

Filed under: Management Level by Margie DuBrow

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