Head of Visitor Services
1 week ago
Essential Duties
1. Supervises the day-to-day activities of support staff. 2. Assesses and resolves or escalates problems arising within unit. 3. Assists in the development of policies and procedures in support of unit. 4. Assists in long-range planning for work unit needs. 5. Participates in unit budget planning. 6. Evaluates work requests to determine if they are appropriate to the unit or another area. 7. Ensures that work flow is organized and staffed for quality efficient completion. 8. Communicates deadlines and special circumstances to staff. 9. Maintains equipment and supplies for unit. 10. Completes evaluations of direct report employees. 11. Interacts with University personnel to define work assignments and requirements, communicate progress of work, and plan and coordinate projects. 12. Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors. 13. Supervises a staff of exempt and non-exempt employees. 14. Performs other duties as assigned.
Required Education and Experience
Minimum requirement of Bachelor's Degree in related field and three years of related experience or an equivalent combination of education and experience.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Position Focus:
Reporting to the Deputy Director for Advancement and External Affairs, the Head of Visitor Services leads the team of employees and activities of the Yale Center for British Art's newly-formed Visitor Services department. The Visitor Services department is the first point of contact for museum visitors and sets a welcoming and positive tone supporting the educational mission of the museum. The Head of Visitor Services also oversees and operates the YCBA's retail Museum Shop. The Head of Visitor Services: sets a high standard for face-to-face interaction and customer service for the team; sets and implements policy, training, procedures, etc.; motivates and coaches staff; is responsible for annual departmental budget; recruits, hires, trains, and administers discipline as necessary; serves as primary expert on point-of-sale and other software applications and generates and analyzes related reports, development of institutional products, and generation of revenue; participates in museum-wide committees as appropriate; interprets and enforces museum policies; sets and implements departmental policies under which museum-wide staff must operate; responds to non-routine inquiries from visitors and staff; is adept at conflict resolution and de-escalation. This position is responsible for the management of both full-time, part-time and student employees.
Preferred Education, Experience and Skills:
Customer facing in a museum or cultural organization. Willingness to acquire greater knowledge of the museum's collections, special exhibitions, and programs. Four years of face-to-face customer service or hospitality and retail experience preferably in a museum or cultural environment; Retail experience using Clover POS, and any online retail application.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
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Head of Visitor Services
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New Haven, United States Yale University Full timeReporting to the Deputy Director for Advancement and External Affairs, the Head of Visitor Services leads the team of employees and activities of the Yale Center for British Arts newly-formed Visitor Services department. The Visitor Services departm Service, Museum, Staff
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