Visitor Services Manager

The National Building Museum inspires curiosity about the world we design and build.

We are a private non-profit institution that transforms understanding of the history and impact of architecture, engineering, landscape architecture, and design. The National Building Museum educates, entertains, and engages people about the built environment and challenges them to advocate for a sustainable and equitable future.

Position Description

Reporting directly to the Director of Museum Services, the Visitor Services Manager is responsible for day-to-day supervision of the Lead Visitor Services Representatives and part-time representatives who either work in exhibition galleries, wayfinding, or at the admissions desk. This position also aids in the recruitment and training of part-time representatives, managing their time and shifts as exhibitions open and close. The Visitor Services Manager works closely with all other departments to ensure proper support and setup for special events, public programs, and tours.

Duties and Responsibilities

• Manage cash inventory including monitoring daily sales and reporting daily sales and visitation data to Director of Museum Services.
• Supervise Lead Visitor Services Representative and Visitor Services Representatives (VS).
• Train and supervise 15+ part-time Visitor Services Representatives who: facilitate admissions, payments, wayfinding, maintaining gallery cleanliness, exhibition monitoring and safety, and training new VS staff in these areas.
• Assist Director of Museum Services with hiring staff
• Perform annual reviews and counsel employees, as needed, throughout the year regarding performance.
• Maintain and implement Standard Operating Procedures for all exhibitions and installations.
• Assist the Director of Museum Services and Museum Services Technicians with setup procedures for Museum programs and events.
• Attend the Museum’s internal events where Visitor Services Representatives are scheduled.
• Monitor building spaces and exterior spaces and report any issues to Operations and Collections staff.
• Communicate closely with Director of Museum Services regarding staff and visitor feedback.
• Assist with managing gallery spaces, including maintaining stock of cleaning supplies, office supplies, and admission desk supplies.
• Other duties as assigned.

Qualifications:

• This is a full-time, Thursday through Monday position, supporting when the Museum is open to the public and for internal events and public programs as scheduled. Weekend, evening, and holiday availability is a requirement of this position.
• Bachelor’s
• Degree and/or qualifying experience.
• Prior supervisory experience required.
• 2-3 years museum experience preferred with demonstrated increase in responsibility
• Must have excellent verbal and communication skills and a general knowledge of museum operations and customer service preferred
• Excellent computer skills: Word, Excel, Publisher, InDesign, Outlook & Teams
• Ability to create and send emails, schedules and training documents to applicable staff
• Ability to work well under pressure
• High level of comfort and skill when de-escalating and resolving guest concerns
• Must be able to lift up to 25 pounds and remain active and mobile for multiple hours at a time (special accommodations may be made where appropriate)
• Must be comfortable communicating with the public, answering phones, and amicably resolve visitor issues
• Display professional manner and dress at all times
• Enthusiasm for and ability to uphold the mission of the National Building Museum

The National Building Museum is committed to equal opportunity for all employees and prospective employees without discrimination based upon race, color, religion, national origin, sex, age, personal appearance, sexual orientation, political affiliation, disability, or any other category protected by law. The policy applies to all aspects of employment with NBM, including but not limited to recruitment, promotion, compensation, benefits, training and development, access to facilities, discipline, separation of employment and other terms and conditions of employment.