Visitor Services Manager

The Visitor Services Manager at Museum Village is responsible for a successful visitor experience, provide admin support for the museum, and drive the brand identity of our giftshop Smith’s Mercantile. The VSM will directly manage the museum Interpreters and sales staff, who interact with our visitors to provide excellent visitor service, they must possess stellar communication skills, audit and manage staff, and be able to manage multiple assignments.

Responsibilities:

• • Oversee, train, audit, and develop the visitor experience.
  • Maintain up to date knowledge of museum programming, membership information, tours, events and all additional operational changes.
  • Responds to visitor concerns and complaints.
  • Answer general inquiries via phone and email.
  • Manage retail operations, including tagging, labeling. restocking and inventory within the Museum shop.
  • Manage the Museum shop’s social media.
  • Support Museum events with planning, process development, setup and staffing. 
  • Develop and build event portfolio for the museum.
  • Assist in facility maintenance as needed and report larger issues.
  • Manage schedules of onsite interpretation staff.
  • Support general museum administration needs.
  • Develop and run the museum volunteer program and recruitment. 
  • Other duties assigned as needed.

  Essential Requirements:

  • Experience and excellent customer service skills.
  • Strong computer, POS and database management skills.
  • Cash handling experience.
  • Ability to work independently.
  • Ability to effectively plan projects, manage competing priorities
  • Must be comfortable speaking with diverse groups of visitors.
  • Must be able to enforce Museum policies and procedures with visitors and interpretation staff.
  • Google Office Suite, Canva, Square systems, 
  • Must be available for weekends, events, and occasional evenings

  Desired Qualifications:

  • A minimum of 5 years in customer service preferred; prior experience in Museums a plus.
  • Social Media management experience is a plus.