Visitor Experience Manager

Position: Visitor Experience Manager

Classification: Part-Time; $24/hour

Reports To: Assistant Executive Director

Job Summary: The Visitor Experience Manager is responsible for creating a premium visitor experience throughout the CGM.

This position is responsible for establishing all visitor-related protocols and training other staff members and volunteers. This position involves superior front desk coverage, front desk employee supervision, improving a 360-degree visitor experience, membership promotion and management, and volunteer management. Additionally, this position is essential at keeping the store well stocked with the help of the other VE employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Front Desk:

• Directly supervises Front Desk Associates and volunteers according to the organization’s policies and procedures. Responsibilities include scheduling, training, and directing work for volunteers and staff
• Maintains a full schedule of coverage of the front desk, store, and events.
• Trains staff and volunteers on front desk protocols including greeting visitors, admissions, museum memberships, and other procedures. Cross-trains employees to ensure full coverage of staff and volunteers
• Closely reviews the schedules of incoming groups and develops a quick, friendly method to process them into the museum. Works closely with tour group leaders to develop a positive working relationship and meet the needs of the group.
• Greets members in a friendly and professional manner and trains staff to do the same.
• Encourages membership sales to visitors.

Store Management:

• Maintains the health of the retail store, merchandise, and consignment items
• Improves retail sales and generates revenue for the museum
• Creates or manages the creation of museum branded merchandise
• Maintains careful records, inventory, and reporting
• Trains staff and volunteers on use of the registers, stocking merchandise, and maintaining good record keeping practices
• Generates marketing initiatives to promote store items
• Identifies and manages store needs in advance, based on upcoming events and exhibitions
• Closely reviews the schedules of upcoming groups to make sure the store and front desk have ample coverage

Membership Management and Promotion:

• Maintains and promotes museum memberships to visitors, current members, former members, and the surrounding communities.
• Organizes and creates membership drives, including “Member November,” signage in the museum, and collaborates with the AED about marketing material to promote new memberships.
• Regularly communicates with members about events, exhibitions, and other museum-related content.
• Maintains the membership database to stay updated with current memberships, lapsed memberships, and new memberships.

Volunteer Management:

• Recruits new volunteers, maintains the database, and manages schedules and job descriptions for volunteers.
• Works with other staff members to assign volunteers when necessary

DESIRED KNOWLEDGE AND SKILLS

·     Creative, dependable, analytical, highly organized, and flexible

·     Professional and friendly demeanor

·     Understanding of museum culture and collections or a willingness to learn

·     Able to communicate with many kinds of visitors and coworkers effectively

EDUCATION AND WORK EXPERIENCE:

·     Bachelor’s degree required

·     Retail and point of sale experience required

·     Customer service experience required

·     Museum experience preferred

·     Management experience preferred

·     Knowledge of record keeping and database management preferred

If interested, email a cover letter and resume to the Assistant Executive Director, Madeline Ricks, at m.ricks@columbiagorge.org