What are the responsibilities and job description for the Visitor Experience and Rental Manager position at McNay Art Museum?
VISITOR EXPERIENCE AND RENTAL MANAGER
ANNUAL SALARY $57,000
Position Overview
Reporting to the Development Officer, Earned Revenue & Events, oversees Museum Visitor Experiences including visitor reception, onsite photography, and the museum rental program.
Manages museum rental program including but not limited to wedding ceremonies, rehearsals, and corporate and private events. In collaboration with the Development Officer, Earned Revenue & Events, creates and implements a strategic plan for earned revenue growth year over year to meet annual earned revenue goals.
Responsible for managing, scheduling, and training support staff including part-time Visitor Service Associates and Event Specialists to provide outstanding customer service.
Responsible for managing the onsite photography program to meet annual revenue goals.
Assists with Museum events, including member events and fundraisers as needed and directed by the Development Officer, Earned Revenue & Events.
Essential Job Functions
MUSEUM RENTAL PROGRAM
- Oversees and coordinates all aspects of facility rentals and weddings on the grounds, including the solicitation of prospective clients from site visit to contract. Responsible for completing and maintaining all related event details including all required documents (contracts, facility worksheets, insurance policies, furniture rental, etc.).
- In collaboration with the Development Officer, Earned Revenue & Events, creates annual rental revenue goals and manages a portfolio of more than 100 rental events including but not limited to weddings, proposals, and corporate and private events annually to meet those goals. And responsible for providing regular revenue progress reports to supervisor and Head of Development.
- Provides outstanding customer service to all prospective and confirmed clients to ensure a positive and enjoyable rental event experience.
- Works closely with vendors including but not limited to event planners, caterers, entertainment, and AV to ensure museum rental policies are followed. Creates appropriate timelines for vendor entrance and exit to the facility.
- Works directly with clients regarding additional in-house rental needs, such as furniture rental or AV, and coordinates their requests and invoicing.
- Responsible for managing Event Specialists including onboarding and training, as well as ongoing support and feedback ensuring high quality customer service standards are met. Manages the monthly work schedule for Event Specialists to ensure adequate event coverage at all times. Serves as event back-up for any unplanned / unscheduled absences when required, including weekends.
- Maintains up-to-date knowledge of event rental packages and special offerings, as well as internal policies and procedures. Actively and regularly communicates accurate information and standards to colleagues and staff teams that support event execution (i.e., Security, Housekeeping, Communications & Marketing).
- Cultivates relationships with event planners, vendors, and other businesses. Participates in industry- related events and/or membership organizations, leveraging connections to improve / increase museum rentals.
- Proactively seeks rental bookings, to include scheduling and executing a calendar of cultivation events (bridal open house, corporate / industry open house, etc) at the Museum to drive revenue and meet performance goals. Maintains regular outreach and prospecting, as well as addresses related inbound inquiries and requests.
- Maintains up-to-date knowledge of event rental pricing standards across the industry and recommends fee revisions or increases to fee structures for consideration to the Development Officer, Earned Revenue & Events and Head of Development to remain competitive and grow earned revenue year- over-year.
VISITOR EXPERIENCE / VISITOR SERVICES
- Directed by the Development Officer, Earned Revenue & Events, responsible for all aspects of customer service related to the visitor experience. Provides accurate information to visitors including but not limited to admissions, membership opportunities, tour services, programs, internal information, and appropriate signage.
- Oversees departmental budget planning and control, as well as visitor-generated revenue.
- Working with the Communications & Marketing Department, ensures current exhibition and marketing materials are always fully stocked at the front desk.
- Manages, trains, schedules, and assigns VSAs for duty. Supervises performance of all Visitor Service Associates (VSAs). Ensures adequate coverage of the front desk at all times and serves as back-up for any unplanned / unscheduled absences when required, including weekends.
- Ensures VSAs create a welcoming, enjoyable and safe museum experience for every visitor. Directs VSAs to follow all internal policies and procedures, including maintaining a professional business dress code. Uniforms may be provided to VSAs if needed.
- Ensures that accurate cash handling, discounts and refunds, credit card sales, and deposit procedures are followed. Responsible for daily cash drawer reconciliations at end of each day that the Museum is open to the public.
- Generates regular and accurate visitor reports for the Development and Communications & Marketing departments, as well as other departments as needed.
- In collaboration with the Development Officer, Earned Revenue & Events, develops, implements, and maintains documents and procedures for admission ticketing system and all relevant Visitor Services operations. Ensures accurate collection of demographic information for internal and external grant reports.
- Oversees the management of daily operations and communicates information with all key internal parties regarding admission discounts and external partnerships, general admission policies, and other details important to successfully servicing visitors.
- Stays abreast of current trends and best practices, as well as demographics and population changes in order to articulate and implement strategies to assist the Museum in adapting to changing forces.
- Works collaboratively across all departments to coordinate the best possible member and visitor experiences throughout the organization.
- Maintains absolute confidentiality, and a friendly, cooperative relationship with McNay Board of Trustees, staff, volunteers, members, visitors, and all museum supporters.
- Offers and sells museum memberships to assist in meeting related revenue targets. Maintains knowledge of current membership levels and promotions, exhibition charges, and variations of ticket prices to ensure accurate information is presented to visitors. Collaborates with the Development Officer and/or Manager of Membership & Individual Giving to reinforce campaign communication, benefit fulfillment, and stewardship of members and donors.
PHOTOGRAPHY PROGRAM
- Manages indoor and outdoor personal, professional, and corporate photography reservations and inquiries from the Museum website. Actively solicits additional photography sessions through outreach to local photographers and industry-related groups to drive additional revenue. Provides outstanding customer service, revenue reporting, and related annual photography goal tracking to the Development Officer, Earned Revue & Events and the Head of Development on a monthly basis and/or as requested.
- Communicates to and coordinates with on-duty security personnel to ensure they are abreast of any scheduled indoor or outdoor photography sessions. Solicits feedback and welcomes input from Security & Safety Manager related to process improvements to allow elevated customer service and/or increased revenue. Works to implement approved changes.
Requirements
- High energy, self-starter who is proactive in identifying and soliciting new business.
- Must possess superior customer service skills and ability to manage multiple projects simultaneously
- Excellent writing and speaking ability and strong interpersonal skills are necessary
- Experienced sales and event rental skills are a must
- Previous team management experience is required
- Should be proficient in the use of a point-of-sale system, Microsoft Office suite, and CRM (Altru)
- Must have flexible working hours, as evening and weekend duty are frequently required
Other Skills
- Strong organizational and multi-tasking skills
- Must be self-motivated and demonstrate leadership abilities
Education & Experience
Education: Bachelors’ degree or 5 years’ experience in event-related and/or fundraising organization Work Experience: 5 years special events, rental, or closely related experience
Salary : $57,000
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