Here are sample job postings for Visitor Services roles...
Manager of Visitor Services
Ruth Mott Foundation
The Ruth Mott Foundation is accepting applications for a full time Manager of Visitor Services at Applewood Estate in Flint, Michigan. The Ruth Mott Foundation is a non-profit philanthropic organization offering grants and programs that serve the Flint community. The Foundation also owns and operates Applewood: The Charles Stewart Mott Estate to demonstrate and support its mission. The estate consists of award-winning gardens, historic buildings, and collections of art, artifacts, archives and photographs and is open to the public May through October.
Job Purpose: Oversees the strategy and operations of visitor services and volunteer functions at Applewood Estate. Serves as the primary visitor experience advocate while simultaneously promoting the welfare of the Foundation. Collaborates across the organization to ensure that all visitors experience excellent customer service and a welcoming atmosphere that supports the Foundation’s goals for engaging visitor experiences and equity, inclusion, diversity and access.
Essential Duties and Responsibilities:
Qualifications:
Guest Services Director
The Guest Services Director is an exempt (salary) position reporting to the Senior Director of Operations. The Guest Services Director is an experienced member of management who will lead the guest service and hospitality initiatives of the institution. The Director is the head coach, cheerleader and role model for superior guest service understanding, training and promoting the philosophies that museum guests come first and their excellent experience is the top priority of all staff and volunteers that interact with them.
In addition to the role of institutional leader for service excellence, primary management responsibilities include oversight of the admission, membership, and ticketing operations (including the group greeting process), and management of the coin op machines (lockers, vending machines, etc.) and VR revenue experiences. All management efforts are focused to ensure efficient procedures and processes, to meet revenue and attendance targets, and to create a welcoming, visitor-friendly first impression for guests.
In addition to overseeing the Admissions, Group Reservations, and Membership functions, the Guest Services Director directly manages the Guest Services Manager, Group Reservations Supervisor, and the Membership Manager.
Responsibilities:
Admissions and Ticketing
Through partnership with Information Technology, become one of the Tessitura (POS ticketing system) institution “super users” with the ability to change pricing, ticketing configurations and other POS needs.
By directing the Guest Services Manager, meet service excellence objectives through staff interactions on an ongoing basis.
Ensure through the direction of the Guest Services Manager, that the admissions and ticketing functions are well hired, fully trained and staffed for appropriate attendance levels, and that work schedules support the flow of guest traffic.
In partnership with the Group Reservations Department and the Labs Department, manage the group check-in process to ensure proper greeting and distribution of daily group arrivals. Explore new ways to make this experience easier and more fun while communicating operational rules.
Schedule management coverage appropriately so that either the Director or the Manager is always in on any operational day.
Manage and ensure that all Guest Services staff follows proper procedures for cash management, accurate and timely reporting, internal auditing systems, and security procedures.
Hold staff meetings as necessary to ensure proper communication and follow-up of goals.
In conjunction with the Managers create and follow an annual budget for staffing and revenue that includes tactical plans, efficiency improvement plans, and goals for the fiscal year.
Oversee the Group Reservations function including sales and bookings. Provide mentoring and direction for the Group Reservations supervisor.
Membership
Support Memberships Direct response traffic management—Develops and directs strategies driving integrated mail, on-line, and telephone campaigns to acquire, upgrade, and renew members.
Works with the Member Reporting and data analysis—Generates reports to measure results of membership campaigns, and overall membership retention and growth. Monitors progress towards revenue goal and provides reports for senior management.
Be knowledgeable of The Tech Museum’s mission, programs, and exhibits.
Work with Membership to support Birthday Parties and or Member events as needed or scheduled.
Support Membership program management — On implementing best strategies in stewardship, renewal and upgrading of current members; acquiring new members and visitor conversion.
Work with Manager to evaluate effectiveness of current membership program services, benefits, and policies, relating to retention and acquisition of members on a regular basis. Recommends, designs, and implements changes to improve effectiveness and efficiency.
Revenue
Interface with product providing vendors and service organizations to ensure consistent product mix and service up-time on equipment.
Monitor coin-op sales and service to meet per cap goals and to investigate new product possibilities.
Work with the team on VR Birdly Experience maintaining revenue goal.
Explore new ways to generate revenue.
Other
Participate in a rotating manager-of-the-day schedule where you will provide leadership in the operation of The Tech during the hours open to the public.
Requirements:
Understanding of how to provide coaching for service excellence through product delivery, staff interaction, and consistency in all operations.
Understanding and working knowledge of basic computer (Microsoft Office).
Ability to act as museum leader for service training and implantation.
Three+ years of Museum operations experience highly desirable. Prior customer service management experience in a daily operational setting.
Proven ability to manage multiple direct reports through hiring, training, direction, discipline, and retention programs.
Knowledge of computer systems and understanding of cash handling procedures and ticketing POS systems.
Proven ability to work effectively in a team environment, to set and meet goals, and manage projects to completion with minimal supervision.
Excellent verbal and written communication skills.
Detail-oriented with the ability to work with financial reports and daily balancing.
Ability to develop and meet financial targets and annual budget, including labor management.
Ability to multi-task different departments and projects while keeping organized and being a good role model for subordinates.
Familiarity with the Tessitura Database Management System a plus.
Willingness to work weekend days regularly plus some evenings and holidays.
Ability to adhere to The Tech’s grooming guidelines
Assistant Director, Visitor Services, Ringling Museum of Art
The Assistant Director of Visitor Services oversees the visitor experience at The Ringling and is responsible for the following operational areas: Admissions, Museum Stores and the Historic Asolo Theater Box Office & Front of House.
Responsibilities include:
Bachelor’s degree and at least four years’ experience in customer service, attractions management, or other related front-line experience, or a combination of post high school education and experience equal to eight years.Experience with supervising staff.Valid Florida driver’s license or the ability to obtain prior to hire.Knowledge of and the ability to apply the principles and practices to strategically align tasks and people with organizational goals and objectives.
Ability to establish and maintain effective working relationships.
Ability to prioritize, organize and perform multiple work assignments simultaneously.
Ability to meet physical requirements as determined by position. Must be able to walks significant distances around the 66 acre estate and climb and descend stairs.
Ability to gather, interpret, report, and/or edit information and to evaluate process effectiveness and develop change or alternatives.
Ability to communicate effectively verbally and in writing.
Experience working with volunteers.Experience with admissions, ticketing, and/or cash-handling operations.Skill in use of Microsoft software to include Excel, Word and Outlook.Budget management experience.
The Ringling is a preeminent center for the arts, history, performance, and learning that is dedicated to bringing the past and contemporary culture to life through extraordinary visitor experiences. From its inception, The Ringling has joined the diverse visual traditions and theatrical spectacle of yesterday with the genre-defying global practitioners of today. A place of exploration, discovery and respite, The Ringling’s campus in Sarasota, Florida—which includes the Museum of Art, Circus Museum, a historic home, an 18th-century theater and bayfront gardens—is listed on the National Register of Historic Places. As the State Art Museum of Florida and part of Florida State University, The Ringling fulfills an important educational mission. The Ringling offers formal and informal programs of study serving as a major resource for students, scholars and lifelong learners of every age across the region, country, and around the world. For more information, please visit www.ringling.org.
Experience with website content management systems.Experience with PeopleSoft software systems.
Visitor Services Manager
Travel Lane County
Purposes of Position:
Manage staff, visitor centers and gift shop operations to inspire visitors to stay and travel throughout Lane County. Must be a team player with leadership skills who is service-oriented, organized, responsible and energetic.
Responsibilities:
Qualifications: