Director of Visitor Services

Job Title:Director of Visitor Services

Reports to:Senior Director of the Museum Experience

Schedule:Sunday-Thursday, 40 hours

Compensation: $65,000-$72,000

Position Overview:

The Director of Visitor Services is dedicated to enhancing the visitor experience at Discovery Museum through exceptional customer service and frontline staff engagement. A collaborative member of the Museum Experience team, this Director is responsible for training and managing approximately 30 customer service staff, reporting on visitation, and helping to drive revenue efforts by supporting membership sales and the execution of rentals and events.

The Director of Visitor Services ensures that every guest and team member feels welcomed, supported, and informed while learning through play throughout the Museum campus, both indoors and out.

• 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.
• Oversee the execution of corporate volunteer management in collaboration with the Director of Development.
• Other duties as needed or required.

The Director of Visitor Services reports to the Senior Director of the Museum Experience.

The Director of Visitor Services supervises a team of approximately 30 full-time and part-time customer service staff including the Assistant Director of Visitor Services, Visitor Services Manager, Explorers, admissions representatives, and assistant managers.

• 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.
• Should be detail-orientated, able to work independently, and efficiently perform multiple tasks without close supervision.
• 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.

In addition to a creative, purpose-driven, and…