Visitor Services Manager

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Job ID:
2521481
Location:
Bellevue, WA
Category:
Customer Service, Management, Nonprofit-Social Services
Salary:
$44,000.00 per year
Zip Code:
98004
Employment Type:
Full time
Posted:
05.06.2019
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Occupations:
Administrative-Clerical: General-Other: Administrative-Clerical
Customer Support: General-Other: Customer Support-Client Care

Job Description:

Working alongside the Visitor Engagement Manager, the Visitor Services Manager is responsible for the administration of the Visitor Services Department.  Together these positions ensure positive experiences for members and visitors by fostering the passions and talents of the individuals that make up the Visitor Experience Team (VET).  This position ensures that the VET are supported and set up for success in delivering high quality services to enhance the visitor and member experience. The Visitor Services Manager is responsible for the museum’s membership program, front desk systems, and overseeing the reservations of birthday parties and onsite field trips. This position requires exceptional interpersonal skills, a hospitality-minded mentality, and organization to ensure that the museum’s customer service approaches evolve to reflect the needs of its community. An enthusiasm for service and the cultivation of an inclusive, safe, and diverse environment for members, visitors, and employees is a high priority for this position.
 
Responsibilities and Duties
Membership Management 40%
·          Develop and implement short and long-term plans for membership. Collaborate with development and marketing department to strategize and build membership, encourage retention, and create pathways toward philanthropic giving.
·          Assist in the preparation of regular departmental reports to track key membership metrics. Administer and analyze results of regular membership surveys.  Address trends and develop action plans to increase satisfaction.
·          Coach and assist the VET with customer service approaches that drive sales. Serve as an escalation point for complaints.
·          Ensure the timely processing of all memberships. Consistently maintain membership database to ensure data integrity.
·          Field inquiries and concerns regarding membership. Anticipate needs and make executive decisions regarding exceptions.
·          Collaborate with education department to plan and execute regular member appreciation events.
Departmental Administration & Personnel Management 40%
·          Collaborate with Visitor Engagement Manager to evolve training content with a focus on front desk engagement and membership sales.
·          Oversee front desk systems, procedures, and ambiance. This includes customer service approaches, daily reconciliation, transaction processing, supply inventory, aesthetics, messaging, and the overall tone of entry to the museum.  
·          Work alongside Visitor Experience Supervisors to ensure museum standards are being upheld including daily task completion, training, supervision, visitor service, cash handling, safety, and all other procedures and policies.  Lead efforts in resolving escalated complaints and emergency situations. Act as the sole onsite manager at least once per week.
·          Oversee Reservation Coordinator responsible for booking birthday parties and onsite field trips. Provide coaching for customer service quality and support with escalated clientele.
·          Assist with interviews and hiring for VET.
·          Realize weaknesses and recognize strengths of staff members and adapt management style accordingly. Encourage an environment that is welcoming and supportive of life-long learning. Treat all visitor and staff inquiries with respect, and encourage improvements when needed.
·          Communicate changes and updates effectively with supervisors, peers, and subordinates.
·          Be knowledgeable of best practices and emergency plans.
·          Show flexibility in changing environments and be receptive to new ideas.
Visitor Service & Informal Education 20%
·          Greet all members and visitors and respond to their needs in a positive way.
·          Work cohesively with the VET through all roles including visitor service, front desk, exhibit facilitation, birthday party host, special event assistant, and program assistant.
·          Facilitate additional activities and programs on the museum floor as needed.
Perform other related duties as assigned.

 
Job Requirements:

Experience/Qualifications

·          At least three years’ experience supervising in a high-volume customer service environment required
·          Experience managing and training a team of 5 or more young adults required
·          Proficiency in Microsoft Office Platform and Altru (a Blackbaud product) preferred
·          Friendly, outgoing personality and must enjoy working with young adults, children, and families
·          Thrive on working in a fast-paced environment with a wide variety of job responsibilities and demands
·          Demonstrated ability to communicate and relate effectively to a wide variety of individuals
·          Ability to work both independently and in cross-functional teams to solve problems creatively
·          Experience working with children preferred
·          Ability to remain in a stationary position for extended periods of time, work outdoors, move from ground to above shoulder, ascend/descend stairs, position self to bend, stoop, sit, push, and pull
In order to serve the best interest of museum visitors, KQCM will:
·          Conduct a criminal background check on all prospective employees
·          Require proof of immunizations within thirty days of employment
·          Require certification in Adult, Child, and Infant CPR, First Aid, and AED
Company Info
KidsQuest Children's Museum
1116 108th Ave NE
Bellevue, WA, United States

Phone: 4256378100
Web Site: www.kidsquestmuseum.org

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