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Manager of Visitor Services [Lower East Side Tenement Museum]

Posted by Tegan Kehoe on July 11, 1974 in job announcements |

Posted July 9, 2014

Responsibilities Include:

Customer Service and Operations

Maintain department staffing requirements to support projected sales and museum visitation.
Oversee all levels of customer service by fulfilling daily goals and expectations to create a positive environment.
Exhibit excellent floor presence by training and coaching team members on customer service standards, product placement and time management .
Manage the traffic flow of visitors including a large number of school groups.
Oversee the daily operations of the visitor center (i.e. Opening/Closing process, cash management, security and general operations)
Utilize Sales/Admissions Reports to react to trends
Conduct a Museum tour once a week.
Special projects as required

Staff Management and Leadership

Responsible for scheduling, coordinating and supervising the work of up to 20 part-time and full-time employees on a day-to-day basis to ensure that the museum’s tours, information, admissions, and retail operations run smoothly and efficiently.
Represent the Museum to the public in a welcoming, energetic, professional, and friendly way. This includes handling visitor complaints and issues both verbal and written in a timely and professional manner.
Maintain and schedule staff on a year-round basis to reflect seasonal variations and projected sales and payroll budgets.
Recruit, train, and coach a productive team.
Maintain and manage all aspects of staff development (Performance Reviews, Payroll, Dress Code, Individual Coaching and Disciplinary Actions)
Effectively delegate projects while at the same time allowing others the creativity to succeed by making their own decisions
Conduct productive daily meetings to ensure that daily schedule, tour operations and goals are met
Inspire, motivate, and encourage teamwork

How to apply

Qualifications

At least five years of experience managing visitor services, a retail floor or operations management.
Prior staff training and supervision experience with a dedication to creating and maintaining a strong culture of customer service.
Ability to drive sales through excellent service, maintenance of visual presentation, and a full understanding of retail operations
Exceptional interpersonal, communication, and time management skills.
Ability to respond and be flexible within a rapidly changing environment.
Demonstrate quick thinking and problem-solving skills.

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