ABOUT THE POSITION
The Visitor Experience Manager will provide support to the Director of Operations and manage the day-to-day operations in Admissions, the Gift Shop, and Coat/Stroller Check as well as be the point of contact for third party vendors such for Coat Check, Security and Staffing agencies. Primary duties include greeting guests, supporting all front-of-house teams, monitoring service on the floor, collaborating across departments, and responding to museum inquiries. The ideal candidate will be able to work well under pressure, love being on the floor while working with the public, and have professional, effective communication skills.
Schedule: Flexible 5 days a week including at least one weekend day. Major holidays will be required.
RESPONSIBILITIES

• Exemplify best practices in customer service and respond to daily operational needs throughconsistent floor presence.
• Manage a team of staff including hiring, training and development, task assignment and scheduling, mentoring, coaching, performance management and payroll.
• Manage daily Guest Services operations including but not limited to:
  • Collecting daily statistics including attendance and revenue
  • Daily cash drops/pickups
  • Admissions
  • Museum Store merchandise and vendor relations
  • Managing Third Party relationships
• Provide consistent feedback and expectations for the Guest Services team and help identify opportunities for individuals to grow and develop new skills.
• Monitor departmental policies and procedures to ensure efficient and accurate operations, cash management, and reporting.
• Create and maintain comprehensive training materials and communication channels to keep the team informed of all policies, procedures, and updates.
• Problem-solve customer service matters onsite, via email, and by telephone to ensure departments maintain pleasant and professional guest relationships.
• Execute the implementation of new initiatives as outlined by leadership.
• Work closely with the Development department to service members and create a positive membership experience.
• Create and maintain department budget.
• Additional related duties as needed.

QUALIFICATIONS

• Bachelor’s degree or equivalent work experience.
• Minimum three years’ experience managing a team, with an emphasis on customer-service operations, preferably in a museum or cultural institution setting.
• Ability to uphold CMOM’s mission and goals.
• Ability to work collaboratively as part of a highly motivated team and to foster and maintain a spirit of unity, teamwork, and cooperation.
• Excellent interpersonal and communication skills, both written and verbal.
• Excellent problem-solving skills. Most possess the ability to exercise good judgement, make and implement decisions quickly and soundly.
• Excellent organizational, analytical, and prioritization skills, with strong attention to detail.
• Knowledge of POS/ticketing systems and constituent databases.
• Proficiency in Microsoft Office 365.
• Weekend availability a must.

COMPENSATION
$50,000 - 60,000/annually. Comprehensive benefits package.
The Children’s Museum of Manhattan is an Equal Opportunity Employer. Background checks will be completed on all employees.
 

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