Visitor Services Manager

Pittsburgh, PA
Full Time
Mid Level





Visitor Services Manager
The Visitor Services Manager collaborates across the organization to ensure that all visitors are met with an inviting and dynamic first impression of the museum and leave equipped to engage more deeply with the museum on multiple levels. This position is central to the advancement of audience loyalty, encouraging membership sales, and attracting both new and repeat visitors through close collaboration with the departments of Learning and Visitor Experience and the Membership department. This position is the lead contact for the ticketing system and leads the daily operations of the admissions desks with a focus on excellent customer service. This position is also responsible for the hiring, training and scheduling of the Museum Experience Associates and supports the enhancement of a museum-wide commitment to a visitor-centered experience.

Hours:                  35 hours per week, weekend and evening hours required. This position typically   operates on a Wednesday-Sunday schedule.
Reports to:         Director of Enterprise & Visitor Services
Status:                 Full-time, exempt with benefits
Salary:                 $38,250 - $44,500, based on experience
Responsibilities:
  1. Supervisory Responsibilities (40%):
  •   Recruit, hire, supervisor, train, and coach Museum Experience Associates to ensure that the staff are properly equipped to successfully navigate frontline operations and feel confident in their day-to-day routines.
  •   Schedule the Museum Experience Associates and distribute schedules in a timely manner.
  •   Manage an active training and communication system for Museum Experience Associates to stay informed about current and upcoming exhibitions, programs, and other museum activities.
  •   Serve as site-wide Manager on Duty during operating hours, including on weekends and during special events/programs.
  •   Be adept and flexible in assisting with site-wide operations and department needs.
  1. Ticketing and Visitor Services Responsibilities (30%):
  •   Develop, implement, and maintain procedures for the admission ticketing system, includes working with Finance and IT to ensure terminal set-up, reliability, and security of all data and transactions.
  •   Provide continual learning and training opportunities for the MEAs about reservation software, telephone etiquette, customer services practices, membership specials, education technology content, and general site knowledge.
  •   Maintain coverage for call-offs and/or breaks as needed.
  •   Oversee and troubleshoot both the reservation and POS software and hardware needs, this includes managing/resolving trouble tickets with outside vendors, troubleshooting the phones.

  1. Administrative Responsibilities (30%):
  •   Acting as team leader, assist the membership department with creating strategic opportunities for membership growth/sales on the front‐line
  •   Work with the Membership Manager to ensure that updates are handled in a timely manner and that all MEAs have the most recent membership promotional materials and language.
  •   Manage the configuration and language for the phone tree script.
  •   Oversee the info @ mailbox.
  •   Other duties as requested by management.

Qualifications:
 
  •   Committed to fostering a workplace culture of accessibility, inclusion, diversity, and racial equity.
  •   Availability to work evening and weekend events is required.
  •   Must have at least two (2) years of previous supervisory experience in operations/customer service.
  •   Bachelor’s degree preferred, but supplemental additional experience will be considered.
  •   The successful candidate will be an enthusiastic, energetic individual who communicates in a positive and professional manner, and enjoys working with people.
  •   Must have demonstrable experience in managing projects equally well independently, and as part of a team.
  •   Experience with Point of Sale (POS) systems required, Tessitura experience a plus.
  •   Able to multi-task, meet deadlines, and work well in a fast-paced work environment.
  •   Be an innovative problem solver, remain calm under pressure, and be capable of overcoming challenges as they arise.
  •   Must possess strong oral and written communication skills.
  •   The ability to communicate effectively with a wide variety of audiences is essential.
  •   Must be proficient in all Microsoft Office applications including Outlook, Word, Power Point, and Excel.
  •   Must have a valid driver’s license.
  •   Clearance of a background check.

The Frick Pittsburgh is an Equal Opportunity Employer that is committed to fostering a workplace culture of accessibility, inclusion, diversity, and racial equality and urges all diverse candidates to apply.

              

 
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