Posted July 23, 2014.
The Nelda C. and H.J. Lutcher Stark Foundation was established in 1961 by Nelda and Lutcher Stark to provide support and create opportunities for historical, artistic, environmental and cultural enrichment. The Stark Foundation operates the following Stark Cultural Venues: Stark Museum of Art, Shangri La Botanical Gardens and Nature Center, The W.H. Stark House, and Frances Ann Lutcher Theater for the Performing Arts. These venues provide the Orange, Texas community and Southeast Texas region with outstanding resources for the study and enjoyment of art, nature, history and culture.
Job Summary: The Visitor Services Manager leads the Stark Cultural Venues’ effort to create the best possible visitor experience. This position manages and supervises department staff, including admissions, group tour reservations, catering, retail stores and café and has the lead role in creating, implementing and ensuring the highest level of integrated visitor experience across all of the Stark Cultural Venues.
This is a great opportunity for a self-driven, high energy person to establish and grow a department in a unique and exciting organization. The Visitor Services Manager reports to the Communications Manager.
Essential Duties and Responsibilities:
Develops, communicates and implements effective policies and procedures representing best visitor services practices, including sales, ticketing, admissions and general information;
Develops, manages and supports staff members; oversees staff training to promote and achieve consistently high levels of customer satisfaction;
Manages daily operations including staffing, work schedules, coordination of support services, ticketing, café and stores;
Oversees software and on-line ticketing to insure an efficient experience at the Stark Cultural Venues;
Analyzes, identifies, and monitors sales trends, ticket trends;
Manages design and creation of guest signage; Reviews and recommends updates to printed and electronic guest materials in collaboration with venues and Marketing;
Embraces and models outstanding customer service for the Stark Cultural Venues guests;
Responds immediately to customer complaints and concerns; uses judgment to resolve complaints to guest satisfaction;
Develops and analyzes guest surveys; recommends policy or operational changes based on guest feedback;
Partners with accounting to develop budget/accounting practices;
Works collaboratively with education departments on group tour scheduling and other program services;
Collaborates with marketing team and membership to create annual sales plan including pricing, tour pricing and discounts; integrates sales plans into institutional marketing plans;
Participates with Management Team on logistical and operational issues and new opportunities surrounding ticketing and visitor experience;
Prepares and administers the annual department budget;
Is an active member of the Management Team.
The successful candidate must have:
Strong leadership experience with a minimum of 5 years of progressive leadership responsibility, preferably in the non-profit museum sector;
Proven experience with customer service training;
Strong computing skills using PC based computers, Microsoft products, etc. Also, experience in the use of admissions programs.
Demonstrated experience in staffing, public information, admissions, special events, and budgeting;
A bachelor’s degree in business, hospitality, management, marketing or a related field or a related discipline;
Demonstrated leadership skills in planning and directing employees and processes;
Experience developing and managing budgets;
Demonstrated effective written and oral communication skills;
Ability to follow through and meet deadlines while coordinating many current and long-range projects simultaneously;
Excellent organizational skills, attention to detail, and the ability to multitask under pressure in a fast-paced, team-oriented environment; and
Ability to represent the Stark Foundation and Stark Cultural Venues with a high level of integrity and professionalism, adhere to policies, maintain confidentiality, and support management decisions in a positive professional manner.
Be committed to and enthusiastic about the Stark Cultural Venues’ missions;
Be a highly motivated self-starter with a hands on work ethic;
Have good judgment, mature thinking and managerial savvy;
Be outgoing and a people person;
Have a positive, can-do attitude and a sense of humor.
How to Apply: Please submit a cover letter outlining your experience and how it relates to the position, resume, and contact information for three references to firstname.lastname@example.org with the subject line “Visitor Services Manager application – [last name].