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Visitor Services Manager

Posted by
Historic Deerfield, Inc.
|
Deerfield, MA
New
|
Published 21 days ago

Historic Deerfield, Inc.

Deerfield, MA

 

Title: Visitor Services Manager

Reports to: Director of Museum Education & Interpretation

Department: Museum Education & Interpretation

Status: Full-time position with benefits

Hours: 37.5 hours per week, Tuesday to Saturday (subject to change); the workday is 8:30 to 5:00 daily with a one-hour lunch.

Date: September 2021

 

Job Description:

 

The Visitor Services Manager has primary responsibility and authority over the museum's ticketing and orientation functions and for ensuring visitors' satisfaction with their touring experience. This person is responsible for daily front-line operations at Historic Deerfield by marshalling staff expertise to meet visitors' needs, maintaining accurate records, and generally coordinating the front-of-house operations of the Museum. This individual will supervise, coordinate, and schedule Museum Guides and Museum Aides to provide interpretation for the public in a number of historic buildings throughout the village. They will work with Education Department staff to plan public programs and events. The Visitor Services Manager has oversight of the information provided to Historic Deerfield visitors, including that which pertains to visiting the Museum, the Museum Store, and the Deerfield Inn. The Visitor Services Manager will model a team spirit and excellent customer service among those they supervise.

 

Supervisory Responsibilities:

The Visitor Services Manager supervises one full-time Lead Museum Attendant and approximately 50 part-time Museum Guides and Museum Aides. This position works with the Director of Museum Education & Interpretation in the preparation of job descriptions, recruitment, orientation & training, scheduling, and performance reviews.

 

General Responsibilities:

 

Ticketing & Visitor Services

·                       Maintain working knowledge of TAM (The Assistant Manage) software for ticketing and group bookings.

·                       Serve as principal booking contact with group tour organizers; assign and coordinate appropriate staff for different types of special tours (e.g. group tours, school tours, VIP tours).

·                      Develop, keep paperwork that serves as a commitment document for all tour requests.

·                      Working with the Business Office, manage all financial paperwork and keep accurate records of daily transactions and visitor attendance.

 

Guide Management

·                      Develop, maintain, and distribute monthly schedule for Museum Guides and Museum Aides.

·                      Review and approve timesheets and vacation requests.

·                      Participate in the hiring process of new Museum Guides, Museum Aides, and Museum Attendants.

·                       Work with Director of Education & Interpretation to organize annual Guides Training and New Guide Training when needed.

·                      Manage all paperwork related to Museum Guides, including their categories of employment.

·                      Monitor additional Guide Activities, such as Museum Guide training, study, and advancement; track appropriate labor hours.

·                      Work with Department of Museum Education Staff to ensure that visitor expectations and needs are met.

·                      Assist with developing agenda for quarterly Lead Guides Meetings, semi-annual Guides' Meetings, and Museum Attendant meetings. Participate in running these meetings.

·                      Support staff morale through planning trips, holiday parties and other occasions.

 

Administration

·                          Approve Museum Guide-originated maintenance work orders.

·                          Maintain office supplies for Historic Houses and Visitor Centers.

·                          Generate monthly visitation reports for use by the Business Office, Department of Museum Education & Interpretation, and the Visitor Services Committee. Track and maintain individual historic house visitation statistics and records.

·                         With the Director of Museum Education & Interpretation, participate in planning annual department budge, in particular, the labor Museum Guide labor budget and ongoing labor tracking. Conduct a monthly review of the labor budget.

·                         Other duties as assigned.

 

 

Specific Job Skills:

·                      Supervisory experience

·                       Computer skills (Microsoft Office Suite)

·                        Cash handling

·                       Experience coordinating and maintaining staff schedules

·                        Administration and record-keeping

·                        Excellent interpersonal skills

·                       Attention to detail

·                       Superior verbal and written communication skills

·                       The ability to be flexible to meet changing needs of the museum, its visitors or staff

·                       Problem-solving abilities

·                       Budgeting

·                       Customer Service Experience

 

Desirable Job Skills:

·                   Public programs and events planning.

·                   Knowledge of museum ticketing software.

·                   Interest in New England & American history, c.1600—1900.

·                   Interest in decorative arts & material culture.

Historic Deerfield, Inc.

Deerfield, MA

 

Title: Visitor Services Manager

Reports to: Director of Museum Education & Interpretation

Department: Museum Education & Interpretation

Status: Full-time position with benefits

Hours: 37.5…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Job Type
    Contract
  • Start Date
    October 12, 2021
  • Application Deadline
    October 1, 2021
  • Education
    High School Diploma Required
  • Professional Level
    Managerial

Salary

At least USD 40,000

Benefits

Details of compensation package available on request

Details of compensation package available on request

Location

On-site
84 Old Main St, Deerfield, MA 01342, USA

How to Apply

Please send resume and cover letter to : bmckee427@historic-deerfield.org

Please send resume and cover letter to : bmckee427@historic-deerfield.org

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