Manager of Visitor Services

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Full-time Regular Sausalito, CA, US

2 days ago Requisition

Salary Range: $85,000.00 To $95,000.00 Annually

POSITION SUMMARY

The Manager, Membership, Visitor Services & Retail (MVS) is a key leader responsible for delivering an exceptional guest experience while supporting strong on-site on-site commercial performance across the Bay Area Discovery Museum.

Overseeing the daily operations of the Entry Pavilion—including Admissions, Membership, Visitor Services, and the Museum Store—this role combines guest experience leadership, membership growth, retail management, revenue generation, and frontline operational excellence. The MVS Manager is responsible for executing and recommending opportunities to increase revenue and engagement throughout the visitor journey, including membership conversion and upgrades, admissions upselling, cross-selling, retail performance, promotions, special offers, and other commercial opportunities within the Museum.

As a key connector between visitors, staff, and the Museum's broader revenue strategy, the MVS Manager ensures that every guest interaction is welcoming, engaging, and commercially purposeful—without compromising the Museum's mission-driven, family-focused experience. This is a hands‑on leadership role for a commercially minded customer‑experience professional who thrives in a fast‑paced environment and is passionate about creating memorable experiences for children and families while achieving measurable business results.

Located within the stunning Golden Gate National Recreation Area at Fort Baker, Sausalito, CA, the Bay Area Discovery Museum is a unique place where play, learning, and exploration come together. This position offers an exciting opportunity for a bilingual, retail, membership, or visitor services professional looking to manage front‑line operations in an interactive children’s museum set within a national park.

This is a hybrid position requiring employees to work onsite four days per week, with one remote workday on either Monday or Tuesday, based on business needs and scheduling requirements. Must be available to work at least one weekend day, with flexibility to work both weekend days as needed, as well as during school holidays and breaks.

The pay range for this exempt role is $85,000 - $95,000.

Leadership & Supervision

• Lead and supervise MVS staff, including Assistant Managers, Supervisors, and Assistants.
• Oversee recruitment, interviewing, onboarding, training, scheduling, coaching, time management, and performance assessment.
• Set clear performance expectations and establish individual and team goals related to guest experience, membership, retail, and revenue performance.
• Develop frontline staff capabilities and create opportunities for professional growth and advancement.
• Foster a culture of accountability, hospitality, commercial awareness, and teamwork.
• Serve as a visible and engaged leader on the museum floor and in the Entry Pavilion.

Guest Experience & Visitor Services

• Ensure the visitor experience is at the forefront of policies, procedures, and daily operations.
• Uphold and model Museum customer‑service standards and create a welcoming, inclusive environment for all visitors.
• Resolve visitor concerns and service issues calmly, professionally, and effectively.
• Respond to visitor and member inquiries via telephone, email, and in person.
• Monitor the guest journey and identify opportunities to improve convenience, engagement, satisfaction, and revenue.
• Partner with Marketing, Experience, Membership, Development, and Operations teams to ensure frontline…