Manager, Visitor Services

2 months ago

Overland Park, United States Johnson County Community College Full time

Position Summary:

The Visitor Services Manager works with the Nerman Museum staff as an integral member of the team. This position oversees visitor services staff and initiatives by managing front of house experience, and supervising the Museum’s visitor-facing staff, which includes approximately 10 guard staff, and 20+ front of house volunteers (including JCCC students), as well as additional volunteers for events. Trains guards and front of house volunteers as well as updates policies that address safety needs/concerns related to protecting the artwork on view according to museum best practices. The Visitor Services Manager establishes excellence in customer service to all patrons to ensure an enjoyable daily experience for staff, volunteers, and visitors and is also front-line in ensuring that our events day-of experience runs smoothly. This position’s schedule includes occasional evening and weekend shifts.

Required Qualifications: Bachelor’s degree in museum studies, art history, fine arts, hospitality management or related fields, or equivalent experience. Three years of professional experience working in a museum, nonprofit organization, or hospitality environment, managing or leading staff and volunteers, customer service and operations. Computer skills and working knowledge of business applications. Strong organizational skills. Must be detail oriented and able to handle multiple priorities. Excellent oral and written communication skills, customer service and interpersonal skills. Demonstrated experience in developing/nurturing positive customer interactions.

Preferred Qualifications: Master’s degree in museum studies, art history, fine arts, hospitality management, or related field. Experience working in an art museum or other cultural institution. Experience developing and implementing defined training protocols. Training in life safety, emergency preparedness, de-escalation, and other security measures. Bilingual or multi-lingual skills.

To be considered for this position we will require an application, resume, and/or cover letter.

*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.

Position Details: Job duties include but are not limited to:

OVERSEES VISITOR SERVICES - Acts as a central and initial point of contact for visitors to the museum, and communicates knowledgeably and enthusiastically about exhibitions, events, and other Museum activities. Champions the institution’s customer service philosophy and related training programs. Addresses and resolves guests’ onsite needs, concerns, and complaints in a fast-paced environment, assuring they are settled in a positive, timely and appropriate manner. Conducts visitor research and guest surveys to identify areas of success and room for improvement in the museum’s services and resources. Identifies, troubleshoots, and recommends cost-effective solutions. Maintains overall Museum activities attendance reports. Ensures that museum facilities are clean, accessible, and usable. Ensures awareness of museum membership opportunities, as well as assists museum members in accessing their membership benefits. Is the Nerman Museum’s Primary Building Emergency Leader. SUPERVISES MUSEUM GUARD STAFF – Hires, trains & supervises Lead Guard and Museum Guard staff (Part-time Regular and Part-time Temporary employees), ensuring safety and security of high-value artworks and positive interactions with visitors. Defines performance standards, completes employee performance evaluations, and updates art and visitor safety policies as appropriate. Establishes training guidelines and criteria with input from multiple stakeholders to ensure a positive experience for staff, volunteers, and visitors. Has training in handling difficult situations and knowledge of de-escalation techniques. - (Essential) % - MANAGES VOLUNTEERS - Manages front of house and events volunteers by developing and applying effective methods for recruiting, scheduling, training, retaining, evaluating, and recognizing volunteers. Supervises volunteer activity and maintains organization, stock of materials and appropriate staffing levels of the museum’s information desk to ensure excellence in customer service for students and visitors. Organizes bi-annual volunteer appreciation events. Ensures that volunteers have opportunities to learn more about the Museum and JCCC.  PROGRAM SUPPORT - Assists with onsite and online events, including but not limited to workshops, guided tours, employee engagement activities, and other programming. Schedules and confirms tours. Communicates about weekly programming to front of house staff and volunteers. Works alongside the Scheduling and Events Management department to ensure knowledge of upcoming non-museum events in museum spaces. Ensures that set up related to museum event experiences are in place by the start time, including, but not limited to, check-in lists, seating, support materials and catering. Solicits feedback about program experience, and works with the appropriate staff members to address opportunities and concerns. Provides guided tours and general welcome to the museum as needed. 

*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.

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