Posted July 2, 2014
Visitor Services Manager
Reports to: Director of Museum Experience
Schedule: Tuesday- Saturday, 9:00am-5:00pm
Status: Full-time, Regular, Exempt, At-Will
Desired Start Date: August 15, 2014
Organizational Description: The Children’s Creativity Museum is San Francisco’s hands-on, multimedia arts and technology museum for kids. Our vision is a world where creativity, collaboration and communication inspire new ideas and innovative solutions. We believe that the success of the next generation will hinge not only on what they know, but also on their ability to think and act creatively as global citizens. Our mission is to nurture the creativity, collaboration, and communication of all youth and families. CCM engages and inspires youth who may not otherwise have access to quality arts and technology experiences in a safe environment. We provide an environment that makes it possible for young people to be makers and creators, animators, directors, performers, designers, collaborators, and decision-makers.
Position Description: The Visitor Services Manager (VSM) oversees all aspects of Visitor Services for the museum, with an emphasis on ensuring a positive and efficient visitor orientation to CCM’s exhibit galleries and studio spaces. The VSM is responsible for the day-to-day supervision and management of visitor services personnel and interns. The VSM coordinates Field Trips, Birthday Parties, Group Sales and CCM’s membership program. This is a hands-on position that includes accounting, forecasting, program budgeting and reporting, cash management, and financial reporting for the museum. The VSM also serves as a visitor advocate at all staff meetings and is an active member of CCM’s management team.
Maintain a model Visitor Services program that focuses on excellent visitor experience, low inconvenience, and high safety and cleanliness standards
Supervise and train all visitor services staff and interns
Oversee opening and closing procedures; ensure readiness of exhibits; coordinate breaks and lunches, collect cash deposits, and generate daily reports
Serve as the first point of contact for any escalated visitor complaints, issues, or questions, taking corrective action where appropriate regarding access or safety issues in the museum
Design and conduct customer service training and serve as a resource for the Education Manager and the Floor Manager who oversee the floor staff
Manage ticketing system (currently Patron’s Edge)
Process all reservations for Birthday Parties, Field Trips, and Group Sales including invoicing and tracking payments
Welcome new members to the CCM community by receiving and processing new member data, including data entry and mailing out membership packets
Maintain the growing membership base through renewal notices
Create daily, monthly and annual sales and demographic reports, including
monthly reports for the Director Team.
Manage recruitment, hiring, training and day-to-day supervision of all Visitor Service staff, including Membership Coordinator, Visitor Services Assistants, Birthday Party Coordinator, and Visitor Services volunteers and interns
Manage Visitor Services department budget and ensure that CCM reaches its revenue goals for birthday parties, membership, and group sales
Work with the Director of Museum Experience to ensure CCM reaches its general admissions revenue goals.
Ensure the timely processing of accounts payable, accounts receivable and cash management; as well as other day-to-day tasks.
Job Skills and Qualifications:
3-5 years of related experience managing visitor services, hospitality or retail operations with a strong emphasis on customer relations
Bachelor’s degree in Business, Management, Finance, Hospitality or equivalent combination of training and experience
Willingness and ability to work every Saturday and some Sundays and evenings, as required
Excellent computer skills, especially in Microsoft Excel and other MS Windows applications
Experience with software-based ticketing systems
Self-directed, flexible and able to provide direction to others
Strong interpersonal skills. Must have a collaborative, team-oriented work style
Extremely organized, detail-oriented, with a high commitment to excellence
Knowledge of the Bay Area’s cultural community and expertise communicating and working with diverse audiences and learning styles
This position offers a non-profit salary commensurate with experience, plus a creative and collaborative work environment, and a benefits package that includes paid leave, medical and dental insurance, and the option of participating in commuter checks and/or a voluntary 403(b) retirement savings plan.
How to apply
Application Process – PLEASE READ CLOSELY:
Send cover letter and resume by email to firstname.lastname@example.org with a subject line beginning with this exact phrase: “VSM-2014” followed by your FIRST and LAST NAME. Please tailor your cover letter to this job posting. Email submissions that do not follow these instructions may not be reviewed. NO PHONE CALLS PLEASE.
The Children’s Creativity Museum is an equal opportunity employer committed to diversity at all levels.