Applications due July 11, 2014
The Visitor Services Manager (VSM) supports the Director of Visitor Services in overseeing and administering the staff, duties and responsibilities of the Visitor Services Department. The primary Manager responsible for ordering, distribution and maintaining inventory for Visitor Service items. The Visitor Service Manager oversees the Visitor Service Supervisors and the Visitor Service Hosts to ensure visitors to the 9/11 Memorial Museum have a safe, educational and beneficial experience. The Visitor Service Manager facilitates an experience that communicates the mission and message of the 9/11 Memorial & Museum. The Visitor Services Manager reports to the Director of Visitor Services.


Support the Director of Visitor Services in administering the overall operation of the Visitor Service department.
Open the Museum, preparation of cash drawers.
Close the Museum, closing out cash drawers and preparing daily deposits.
Accurately handle payment management including cash, credit cards, and traveler’s checks.
Verify funds received at the Information desk and balances cash safes.
Act as primary on-site administrative supervisor for all Visitor Services operational activities.
Order appropriate levels of stock.
Track Museum collateral usage and reporting order triggering points in a timely manner, to the Director of Visitor Service or other appropriate staff.
Distribute and track Visitor Service items: Uniforms, Umbrellas, Stanchions, EAP packs, etc.
Identify and report shortages in inventory.
Coordinate the movement of inventory from storage during uniform changeover between seasons.
Track all Visitor Service property.
Troubleshoot any problems with attendance.
Distribute and conduct Quarterly Visitor Services Host evaluations.
Supervise and manage all day-to-day Visitor Services Supervisors and Hosts activities on the 9/11 Memorial.
Cover for Visitor Services Supervisor personnel in case of absence and during regular breaks.
Maintain daily oversight and verification of schedule for all Visitor Services staff and volunteers stationed on and around the 9/11 Memorial Museum.
Assist the Director of Visitor Services in developing on-going staff development programs for the Visitor Services, including incorporating appropriate background material in coordination with Museum Department staff.
Assemble and analyze relevant data. Assist the Director of Visitor Services in preparing reports detailing Visitor Services activities to the EVP of Operations and other 9/11 Memorial Museum management.
Ensure all Visitor Services staff maintain excellent visitor service standards and adhere to 9/11 Memorial Museum policies, systems, and procedures.
Manage and support, along with VS Supervisors, the Visitor Services Volunteers.
Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory level. Work alongside Admissions Manager in responding to patron’s complaints regarding any ticket or admissions issues.
Write Visitor Service incident reports for documentation and discipline purposes when necessary.
Work with the Director of Visitor Services to develop, maintain, and update a departmental log with a record of all incident reports.
Follow the protocols for progressive discipline when writing up supervisors and host infractions.
Promote a healthy work environment for all Visitor Services Hosts.
Job Requirements
Position requires at least a Bachelor’s degree.
Public speaking with a preference for teaching experience.
A minimum of two years’ equivalent management experience.
Customer service experience at middle management level.
Previous visitor services (at a similar institution), front-of-house theater management or production management experience required.
Project management experience preferred.
Ability to recognize the importance of responsibility, authority and accountability.
A willingness to work non-traditional hours and weekends, think independently, take initiative, and meet deadlines.
Strong written and oral communication skills including writing and editing employee manuals. Excellent attention to detail, exceedingly well-organized, conflict resolution ability, leadership, team-building and motivational skills, and a professional and flexible manner.
Ability to interact well with a wide range of people and personalities of all levels within and outside the Memorial & Museum. Experience with different cultures and foreign language are preferred.
Must adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, bid documents, security and life safety incidents, and labor relations.

Full-time position
We offer a competitive salary and full benefits package.

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Send cover letter and resume by 7/11/2014 to
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The National September 11 Memorial and Museum at the World Trade Center Foundation, Inc. is committed to workforce diversity. EEO.