Visitor Services Manager

• Status: Full-Time, Salary, Exempt
• Hours: (exact schedule TBD); evening and additional weekend availability required
• Department: Visitor Services/Admissions
• Reports to: Associate Executive Director

The Leonardo is an art, science and technology museum that demonstrates and encourages new ideas, creativity and innovation through educational and community programs, exhibits and outreach activities. The museum serves as a community hub to explore and discuss current global issues that have local relevance, and serves as a one of a kind venue for extraordinary events. The Leonardo is committed to providing a friendly and safe work environment.

Position Summary

The Visitor Services Manager is a central position at the museum, advancing audience loyalty, encouraging membership sales, and attracting both new and repeat visitors. The Visitor Services Manager ensures a positive, world-class museum experience and environment for all guests. The Visitor Services Manager is responsible for providing strong and positive leadership to the department. The Manager maintains the functionality, efficiency, and professionalism of the department and trains, schedules, supervises, and develops Visitor Services (VS) staff on delivering excellent customer service.

The position requires strong customer service experience to interact successfully with members and volunteers, sales and marketing skills for the membership program, and the ability to perform multiple tasks simultaneously while maintaining a high level of accuracy and organization.

The position will be responsible for three core functions:

1. Visitor Experience
2. Memberships (revenue stream)
3. Birthday Parties (revenue stream)

The Visitor Services Manager should exhibit excellent problem-solving skills and an ability to think on their feet to address issues with patrons, visitors, staff, or the guest experience on the floor.

He/she is a critical member to the success of the organization as they are responsible for first and last impressions of the guest experience. The manager is responsible for setting the professional standard of customer service excellence and key in the development of what sets The Leonardo apart from other competing organizations. They will encourage a positive work environment and ensure all visitors to The Leonardo have a memorable, world-class experience.

Core Responsibilities

VISITOR EXPERIENCE

• Lead the daily operations of the admissions desks with a focus on excellent customer service including response to visitor complaints and other feedback
• Tell the museum’s story, comprehend its mission, participates in programs and events, and make connections with the museum’s patrons to answer their questions and elicit their feedback
• Recruit, train, schedule, and mentor visitor services staff
• Model ‘upselling’ at the register and encourage and incentivize staff in doing the same with memberships and items from retail
• Ensure retail impulse items are readily available and accessible to guests for purchase
• Develop, implement, and maintain procedures for the admission ticketing system and fully understand the Altru ticketing system
• Develop an active training and communication system for VS staff to stay informed and updated on current and upcoming exhibitions, programs, and other museum activities
• Work with Education Programs and other departments that organize special events and programs (member events, films, performances, etc.) to assure the timely and appropriate reception for groups and individuals with reservations
• Selling memberships and promoting the benefits of all membership levels
• Work with Marketing to plan and implement special ticketing aimed at increasing attendance (includes donation requests, complimentary tickets, discount ticket options, etc.)
• Work with other staff and advocate for visitors with diverse interests, abilities, and needs, as well as for general accessibility
• Oversee visitor data collection efforts. Assemble and analyze admissions data, and prepare and deliver reports to project and track revenue from admissions. Drive improvements that will position the museum to expand audience
• Manage department budget
• Generate a variety of attendance reports for use in grant writing, attendance tracking, marketing, and education. Provide information for the preparation of grant proposals including visitor research and evaluation activities. Assist with grant writing when appropriate

MEMBERSHIPS

• Create an excellent calendar of member offerings that drive member engagement
• Create content for the member newsletter that helps drive community between members and The Leonardo
• Process new memberships and renewals
• Ensure that all members receive the appropriate membership benefit packages
• Responsible for meeting targeted monthly membership goals
• Responsible for and tasking staff to solicit general membership and Leo 500 memberships/participation by working closely with Marketing department via direct mail, email solicitations, newsletters, and phone
• Actively conduct member surveys and focus groups (semi-annually)
• Actively pull data from Altru for monthly membership renewals
• Serve as primary member stewardship contact for inquiries
• Communicate membership information in person or via electronic, telephone, mail, or written correspondence to members and prospective members for new, renewed, and lapsed memberships
• Create monthly reports regarding current memberships status for Development and Marketing teams
• With Marketing and Development Director, create sale campaigns, member incentives, etc. to promote sales within revenue streams
• Maintain all information systems, files, and data related to member interests, including contact information in Altru database
• Coordinate membership events and recruitment activities with Development and Programs departments
• Create unique benefits and quarterly touchpoints for members (ie: welcome packet, quarterly electronic newsletter, unique unsolicited item mailed thanking them for their membership, etc.) create/develop unique member only events and opportunities, acknowledge birthdays with postcard mailing, etc.)
• Work with focus groups in determining what individuals would like to see in memberships, developing something unique that sets The Leonardo apart from others in the market
• Actively research and keep on top of trends to see what other museums and nonprofits are doing and implementing for their membership programs

BIRTHDAY PARTIES

• If needed, task a Visitor Service Team member to act as coordinator of birthday parties, ensuring guests needs are met/exceeded
• Discuss and confirm all event details with client/guest, including number of guests, floor layout, party package, and associated costs
• Devise floor/room layouts, menus, birthday party packages, parking arrangements, and invitations and ensuring clients are satisfied with them. Ensure all food, drinks, chairs, tables, and decorations are delivered/received and set up on time. Monitor guest confirmations and cancellations, and answering any queries
• Ensure birthday components as outlined in package are delivered upon
• Send follow-up ‘thank you’ to the booking party after the event
• Creating a portfolio of all events planned and collecting testimonials from satisfied clients.

Knowledge, Skill and Abilities

• Possesses leadership, team-building and motivational skills
• Demonstrates an understanding of protocol and sensitivity to cultural diversity needs
• Shows knowledge of visitor service principles, practices and procedures; knowledge of principles of supervision and training
• Familiarity with typical software programs including Microsoft Office and other web-based software
• Ability to exercise composure and diplomacy at all times; demonstrate creative problem solving and conflict resolution skills
• Detail oriented and organized
• Proficiency in computers, data management (the Museum uses the Altru database) and point of sales systems, as well as proficiency with MS Office (Outlook, Word and Excel). Experience in web-based applications, social media (Facebook, Twitter, Instagram)
• Ability to work and collaborate with colleagues to achieve common goals
• Discretion and good judgement in processing and maintaining confidential information
• Strong organizational skills and the ability to work independently and perform multiple tasks simultaneously without close supervision
• Ability to work weekends, holidays and special event/outreach hours as/if needed
• Experience with Blackbaud’s Altru, the museum’s cloud-based database, is a plus!

The Leonardo is proud to be an equal opportunity employer. We are committed to an inclusive culture both for our employees and the community we serve. We welcome and encourage applicants of diverse backgrounds, identities, cultures, gender/sexual orientations, abilities, and beliefs. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation, please let us know in the application.