Manager, Visitor Services

Lucas Museum of Narrative Art • Los Angeles, CA

1d • $66,300 - $77,900 • Onsite

About The Position

The Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. Reporting to the Senior Manager of Visitor Services, the Manager has a key role in helping achieve this objective.
The Manager, Visitor Services will play a key role in ensuring the smooth day-to-day operations of the museum while contributing to the growth and success of the museum and creating an enriching experience for our visitors. This may include participating in hiring, training, and supervising frontline staff; finalizing weekly schedules; managing daily floor operations; maintaining exceptional standards of customer service; ensuring all publicly accessible spaces are impeccably clean; managing onsite ticketing and queuing; and aiding visitors in navigating their visits. The Manager will work closely with Visitor Services leadership team, Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs.
The Manager, Visitor Services will partner with the team to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Manager, Visitor Services may support leadership with special projects including analyzing attendance data and driving earned revenues including ticket sales, memberships, programming, and other offerings.

Requirements

• 3+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
• Experience directly managing and motivating large numbers of hourly staff
• Experience managing complex staffing schedules for hourly staff
• Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leadership practices
• Ability to influence and engage direct reports and peers and create a positive work environment
• Excellent communication and interpersonal skills
• Strong organizational and problem-solving skills
• Ability to work independently and as part of a team
• Solid strategic planning, organizational and project management skills
• Ability to work under pressure and meet deadlines
• Experience with POS systems, ticketing software, and retail operations
• Ability to work a flexible schedule, including weekends and evenings, as required

Nice To Haves

• Museum experience is not essential, but experience in hospitality, attractions, cultural organizations or admissions-driven institutions preferred
• Multi-language fluency strongly preferred

Responsibilities

• With a cross-departmental team of colleagues, support development of procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more
• Participate in the creation of the museum’s CRM and POS systems
• Develop and facilitate training curriculum for front-line staff
• Participate in development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
• Supervise and mentor the front-line Visitor Services team
• Oversee daily operations of the Visitor Services department, including ticketing, queuing, visitor flow, group visit procedures, information distribution, hiring/training/supervising, scheduling, and more
• Handle any visitor escalations that cannot be settled at the floor staff level
• Act as a liaison between administrative staff and frontline staff
• Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience
• Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues
• Oversee admissions operations cash handling; online, phone, and in-person ticket transactions
• Manage queues in real-time to maximize attendance and visitor experience
• Coordinate all daily visitor experience efforts with the museum’s restaurant, café, and shop; ensure effective and efficient scheduling without conflict
• Work closely with security to support a program of preparedness and rapid response that spots and deescalates issues
• Work closely with Food & Beverage and the Retail store to ensure close cooperation and a superior customer service experience
• Participate in and continuously refine hiring and training practices
• Mentor and provide feedback to staff in a contemporaneous and effective manner
• Work closely with colleagues in Expo Park to coordinate activities across multiple venues
• A major portion of the Visitor Services operation will be driving membership through sales and through an enhanced membership experience
• Creating a culture within the staff of engagement that leads to higher sales of tickets and memberships
• Stay up to date with industry trends and best practices

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed