Director of Visitor Services

Key Responsibilities

• Manage and develop all visitor services and amenities to ensure provision of an exceptional visitor experience in keeping with the stated values of Discovery Museum.
• Maintain efficient daily operations of the Museum campus.
• Actively model best practices for visitor engagement, regularly assess frontline staff interactions, and ensure staff and volunteers meet Discovery Museum standards.
• Provide a welcoming, respectful, and supportive environment for the entire frontline team.
• Ensure appropriate staffing for public visitation hours, on-site events, birthday parties and rentals, and off-site community events.
• Track visitation trends and visitor experience metrics and conduct regular assessments to develop data-driven plans for increasing visitation and visitor satisfaction.
• Maintain the Visitor Services budget while appropriately scheduling Visitor Services staff.
• Oversee the point-of-sale system (Altru) for admissions and Museum store sales.
• Uphold compliance with safety and sanitary practices as endorsed by Museum management, federal, state, or local regulations.
• Implement an annual schedule of training and enrichment opportunities for the Visitor Services team.
• Help drive revenue efforts through memberships, rentals, and events.
• Collaborate with the Facilities and Exhibit Maintenance team to ensure exhibits are operational and the Museum buildings and grounds are secure.
• Maintain an up-to-date emergency management plan for safety and evacuation of visitors and staff and help provide regular related trainings for Museum staff and volunteers.
• Collaborate with the Marketing department to support effective on-site visitor communication and marketing efforts.
• Coordinate with the Education Directors and School & Group Programs team to support programs, field trips, and other group visits.
• Coordinate with the Director of Development to oversee the execution of corporate volunteer management.

Qualifications and Requirements

• Minimum of five years progressive management experience in visitor experience, hospitality or cultural institutions, or similar guest-centric environments, is required.
• Should possess excellent interpersonal communication skills and a considerable degree of initiative.
• Experience with conflict resolution and making decisions with the support of a collaborative team of peers.
• Absolutely must be able to work a Sunday-Thursday schedule, some holidays, school vacation days, and occasional evenings.
• Must be able to move safely throughout the Museum’s campus and lift 20 pounds.
• Familiarity with diversity, equity, accessibility, and inclusion workplace best practices is desired.
• Comfort with Blackbaud’s Altru or other customer relationship management software is desired.
• Non-English language skill is a bonus.