Director of Visitor Services

Posted by Young at Art Museum ; Posted on 
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Send resume to: humanresources@youngatartmuseum.org
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Full Time Position

Opportunity Description Position Summary:
This position is responsible for overseeing the guest and member experiences within the museum, including implementation of policies and procedures to insure the safety, cleanliness and highest quality of guest experience. It also includes overseeing all earned income operations to ensure budget goals are met and devising innovative tactics for earnings growth. This position is also responsible for membership assistance.

Supervision Summary:
This position directly supervises the following staff: Admissions and Front Desk, Reservations Assistant, Weekend Manager, Art Institute Reservations Assistant, Shop Manager, and part time staff that interacts with guests.

Job Responsibilities:
Oversee all activities related to the visitor experience to insure implementation of the highest quality procedures by staff using a service-oriented approach. Responsible for addressing and responding to all visitor or member inquiries, concerns, and issues. Oversee all data queries for other departments as it pertains to admissions, memberships, budget tracking, and guest retention.

Community Relations: Act as museum representative at various conferences, meetings and workshops.

Member Relations: Act as a representative for the museum on all member inquiries regarding their membership status, e-membership assistance, or other member inquiries. Be main Altru and Museum Anywhere contact and help upkeep all contracts associated with member data. Work with Education Department and Development to ensure member experience or member giveaways are prepared. Devise ideas to ensure membership retention and growth.

Floor Operations: Gather feedback on museum experience from guests, and ensure feedback is properly distributed to related departments.

Reception Operations: Coordinate all reception activities and oversee the process of group intake. Stock and marketing to reorder visitor publications including membership, general brochures, special events, etc. Oversee implementation and maintenance of monthly schedule board. Oversee the booking of group tours and outreach programs. Oversee all cash receipts including admissions, memberships and field trips at the close of the day.

Staff Operations: Devise monthly visitor services schedule including vacation schedules and special event schedules for visitor services and front desk staff. Schedule monthly visitor services staff meeting with agenda. Coordinate staff meetings, develop and inform staff of emergency procedures. Help update employee manual. Oversee any and all visitor services and guest relations trainings in tandem with other department trainings.

Housekeeping Operations: Order and stock supplies in Visitor Services Office to insure adequate inventory.

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