Manager, Visitor Services
About The Position
The Lucas Museum of Narrative Art is dedicated to delivering an exceptional experience for all onsite visitors. Reporting to the Senior Manager, Visitor Services, the Manager, Visitor Services plays a key role in achieving this objective through effective daily operations and consistently high standards of service. As part of the Visitor Services leadership team, the Manager is responsible for supervising, coaching, and developing frontline staff and directing daily Visitor Services operations The Manager participates in hiring, training, and supervising frontline staff; creates weekly schedules in partnership with the Senior Manager; manages daily floor operations; maintains exceptional standards of customer service; oversees onsite ticketing and queuing; and assists visitors in all aspects of their visit. The Manager works cross-functionally to ensure publicly accessible spaces are clean, operational, and welcoming. The Manager also serves as the venue Manager-on-Duty (MOD), exercising discretion and independent judgment in directing daily frontline operations. In this capacity, the Manager assesses operational needs, establishes priorities, directs Visitor Services staff deployment, resolves escalated visitor concerns, and coordinates responses to operational issues with Security, Retail, Food & Beverage, Volunteer Programs, and Facilities. The Manager makes timely decisions within established Museum policies to support safe operations and exceptional visitor service, elevating matters that require additional authority. The Manager models the Museum’s mission and values while fostering a culture of visitor engagement, collaboration, and accountability.
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
- Supervise and mentor the frontline Visitor Services team, reinforcing the Museum’s service standards and expectations
- Oversee daily Visitor Services operations, including ticketing, queuing, visitor flow, staff deployment, and break management
- Participate in hiring, onboarding, and training frontline staff
- Handle visitor concerns and escalations that cannot be resolved at the frontline staff level, exercising sound judgment and elevating matters as needed
- Serve as the venue Manager-on-Duty (MOD), leading frontline operations through close collaboration with Security, Retail, Food & Beverage, Volunteer Programs, and Facilities
- When serving as MOD, act as the primary point of contact between administrative staff and floor operations
- Oversee admissions operations, including cash handling, transaction processing, and ticketing inventory, in accordance with established procedures
- Ensure accurate daily reporting of ticket revenue, attendance, and floor incidents; verify daily transaction reconciliations and escalate discrepancies
- In partnership with the Senior Manager, create weekly schedules for all hourly Visitor Services personnel, ensuring coverage that supports the Museum’s high service standards and safe venue operations
- Provide timely and effective coaching and feedback to staff, addressing performance concerns in partnership with the Senior Manager and People & Culture
- Foster a culture of visitor engagement that drives membership sales and promotes an enhanced membership experience
- Coordinate with relevant departments to ensure public spaces are clean, operational, and ready to welcome visitors, communicating concerns and following up on their resolution
- Partner closely with Security in responding to medical incidents and emergency events, carrying out Visitor Services responsibilities under established procedures
- Identify recurring visitor concerns and operational opportunities, recommend improvements to the Senior Manager, and implement approved changes
- Assist in managing and maintaining inventories of department equipment, including radios, POS technology, uniforms, etc.
- Stay up to date with industry trends and best practices in visitor services and museum operations
Benefits
- Attractive compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
