Assistant Manager of Visitor Experience

Glenstone Museum • Potomac, MD

386d • $72,000 - $79,600

About The Position

The Assistant Manager of Visitor Experience at Glenstone Museum plays a crucial role in overseeing daily visitor-facing functions and managing the Guide team. This position is responsible for ensuring that visitors have a positive and meaningful experience while visiting the museum. The Assistant Manager will work closely with the management team to enhance visitor operations and will engage actively with visitors and staff to maintain high standards of service and engagement.

Requirements

• COVID-19 vaccination.
• Bachelor's degree or equivalent work experience.
• Minimum of five years of managerial experience leading large diverse teams in a service-oriented environment.
• Experience in customer service or hospitality.
• Previous experience working at a museum, attraction, cultural institution, or other related service or hospitality-oriented industry.
• Demonstrated ability to remain positive and optimistic even during trying occasions.
• Impeccable organizational and time-management skills.
• Attention to detail and high-quality standards.
• Ability to walk long distances and stand for long periods of time, at times outdoors and in varying weather conditions and all seasons.
• Ability to work a regular anticipated work week of Wednesday through Sunday.
• Valid driver's license to drive electric carts.

Nice To Haves

• Experience managing in a union environment.
• An appreciation for art, architecture, nature, and sustainability.
• The ability to supervise a diverse group of Guides and provide performance feedback in the moment.
• An effective and clear communication style and excellent organizational skills.
• A dependable, flexible, self-motivated approach to their work.
• A positive, optimistic attitude even in the face of adversity.
• The ability to collaborate with peers, other staff associates, and external professionals, both as an individual and team member.
• The ability to quickly learn about Glenstone's collection, regenerative practices, architecture, history, and operating procedures.

Responsibilities

• Daily management of the Guide team and visitor operations.
• Monitor and approve payroll and make daily schedule changes.
• Monitor Guide performance by providing clear expectations and accountability.
• Provide positive and constructive feedback and coaching, in the moment and in regular meetings with direct reports.
• Adhere to performance management and progressive discipline policies.
• Write and administer annual associate performance reviews for members of the Guide team.
• Review applications, conduct interviews, and promote and hire Guides.
• Assist Manager of Visitor Experience Operations in budgeting and resource allocation.
• Perform daily show readiness walks.
• Make numerous daily rounds to engage with Guides, fellow associates, and visitors to model meaningful visitor experience engagements.
• Achieve proficiency in training related to Glenstone's mission, history, collections, and campus.
• Assist in training and onboarding new Guides.
• Support ongoing learning and development of Guides.
• Ensure all Guides adhere to the exceptional visitor experience standards that are a hallmark of Glenstone.
• Perform Leader on Duty (LOD) responsibilities as needed or when scheduled, including supervising guides on the floor, providing break coverage and overall support.
• Act as Manager on Duty (MOD) including leading morning meetings, listening to and responding to radio transmissions, and being the site point of contact for fellow associates from various departments during operating hours.
• Respond to emails and answer phone calls from the public in a timely manner.
• Respond to associate and visitor situations that require management assistance or oversight.
• Assist in the success of special events and programming.
• Learn and maintain proficiency in all software platforms utilized by the Visitor Experience department.
• Participate in ongoing training with other supervisors and managers at Glenstone.
• Collaborate with the Curatorial department to anticipate exhibition changes and plan training sessions accordingly.
• Work weekends.

Benefits

• Free parking
• AD&D insurance
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree