Director of Visitor Services [Univ. of PA Museum of Archaeology and Anthropology, Philadelphia, PA]

Description

Working closely with staff throughout the Penn Museum, the Director of Visitor Services will be responsible for ensuring that Museum guests have a comfortable, enjoyable, and memorable experience during their visit. The Director of Visitor Services will organize the Museum’s customer service efforts, seeing that all visitors experience excellent customer service and encounter a welcoming, visitor-centric atmosphere. This person will see that guests encounter friendly, helpful staff, clean and accessible galleries, cafe, gift shop, and restrooms. They help to enhance the visitor experience from before the visitor enters the building to their departure through clear information on the website about parking, directions, accessibility, and accommodations. The Director of Visitor Services will act as a ‘concierge,’ answering questions and providing assistance to visitors as needed, and will recognize and anticipate their needs, expectations, and ensure that his/her staff do the same. This person will strategize regarding the lobby experience including ticket selling and distribution, visitor flow, check-in processes, information distribution, and data-capture. This person will need to work closely with the Learning Programs, Academic Engagement, Group Sales, Building Operations and Parking Services departments to ensure that visitors and groups of visitors are welcomed and oriented properly, as well as conduct planning and goal-setting for larger Museum initiatives such as temporary exhibitions in concert with the Exhibitions, Membership, and Marketing Departments. Finally, this person will also develop a strategic plan to improve the Museum visitor experience, work with other key program and exhibitions staff to engage people, and work with Membership to devise strategies to encourage visitors to join the Museum as members.

The Director will be responsible for management and oversight of the departmental budget, the preparation of daily, weekly and monthly attendance and revenue reports, as well as other reporting and goal-setting requirements. This person will supervise the Museum Visitor Services staff of 10-12 full and part-time staff, handle their training, evaluations, and scheduling. They will ensure correct procedures with regard to cash controls, end of day close outs and reconciliations, as well as in the Museum’s booking and point-of-sale systems. In partnership with the Director of Building Operations, this person will also help to supervise the housekeeping staff who take care of the public spaces of the Museum, and help to provide general museum-specific customer service training to housekeeping and security staff. The Director of Visitor Services will work a Wednesday through Sunday schedule.

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.  A background check will be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Requirements

— BA/BS and five to seven years in a visitor services position or customer-service equivalent required, or equivalent combination of education and experience.
— Experience in a cultural institution such as a museum, theater, performing arts organization required, with preference given to those applicants with previous museum experience. Previous experience with selling memberships or subscriptions desired.
— Very strong interpersonal skills and oral communication skills are essential. The ability to provide exceptional customer service is critical to the position, as the Director of Visitor Services heads the front-line Museum staff.
— Experience including ability to establish goals objectives, set employee performance standards, and organize a successful approach to achieving strong customer service results.
— Demonstrated ability to work with significant autonomy, and collaboratively, as part of a goal-oriented team.
— Excellent organizational, interpersonal, and communication skills, both oral and written.
— Strong computer literacy including spreadsheet management and high proficiency in database entry and reporting required; knowledge of Blackbaud’s web-based Altru software strongly preferred.
— Weekend work required. This person must be able to be flexible in their work schedule.