Director of Visitor Experience

Director of Visitor Experience

Position Description

The Maryland Center for History and Culture seeks an enthusiastic leader for the role of Director of Visitor Experience. This person will collaborate with other departments to plan, manage and execute the day-to-day tasks of the Visitor Experience Department. The Director oversees all aspects of front desk operations, the Museum Store, housekeeping, and security systems management. The ideal candidate for this position would be a friendly, energetic individual who enjoys interacting with a diverse array of people, including; visitors, staff, trustees, and volunteers. The Director of Visitor Experience helps ensure a welcoming, and safe environment for all, while assisting with safeguarding collections. This position reports to the Vice President of Operations and Visitor Experience.

Responsibilities

• Provide excellent customer service by contributing to a warm and welcoming environment; Be an active, frequent presence in the lobby and store area while greeting, registering, and orienting all patrons to museum and library;
• Assist in the hiring, supervision, training, and management of Visitor Experience Associates (VEA)
• Supervise and provide daily leadership to the associate team;
• Generate and manage the VEA staffing schedule that supports operational hours as well as institutional public and private events and programs.
• Serve as primary point of contact for escalated visitor complaints, questions, or issues;
• Manage the Salesforce ticketing platform and provide regular reports regarding visitation statistics including attendance, special promotions, and marketing efforts;
• Monitor and supervise housekeeping and security contractors and report issues to appropriate staff; Assist with basic facilities and/or housekeeping functions as needed to ensure cleanliness in all visitor areas; work with housekeeper to ensure supplies are ordered and stocked;
• Manage LightSpeed point of sale system platform and oversee in-store and ecommerce sales/orders;
• Responsible for overall buying and merchandising of store inventory;
• Assist in managing essential security functions related to daily attendance monitoring, scheduling security staffing, rounds, issuing keys and ID badges, as well as opening and closing procedures.
• Assist with answering questions related to private events and providing facility tours to prospective rental clients;
• Promote visitor engagement and support membership retention and growth by actively promoting memberships and informing visitors of upcoming programs, events and other benefits;
• Collaborate with other departments to support interdepartmental projects and initiatives.

Qualifications:

• 3-5 years of prior management, customer service, retail, and/or security experience required;
• B.S or B.A. required;
• Excellent customer service and communications skills.
• Ability to resolve customer complaints and concerns;
• Working knowledge of business office applications including email, word processing, spreadsheet and database applications preferred;
• Required to work weekends and occasional evening events; 
• Interest in art, culture, history, nonprofits, and/or museums, a plus;
• Moderate physical activity. Must be able to stand for long periods and lift up to 25 pounds.

About the Position

This is a full-time, 40 hours per week position, offering a full benefits package, including medical, dental, 403(b) retirement plan, and a health savings account. Full-time employees of MCHC are part of a generous paid leave policy. Free onsite parking available for staff. The salary is $60K annually.

To Apply

Please email a cover letter, resume, and contacts of three professional references to jobs@mdhistory.org, using the subject line: Director of Visitor Experience. Incomplete applications may not be considered. No phone calls, please.

About MCHC

The Maryland Center for History and Culture is an equal opportunity employer that seeks to educate people of all ages about the American experience through the rich history of Maryland using their collections and to preserve important objects and archival materials from prehistoric Maryland to the present day. We do not discriminate based on race, color, religion, sex, national origin, disability, or any other status protected by law and strongly encourage all qualified professionals to apply.

• The Maryland Center for History and Culture collects, preserves, and interprets the history, art, and culture of Maryland. By exploring multiple perspectives and sharing national stories through the lens of Maryland, MCHC inspires critical thinking, creativity, and community. Learn more at mdhistory.org.