SENIOR MANAGER OF VISITOR SERVICES

San Diego Natural Histo•San Diego, CA

10h•$59,968 - $83,000•Onsite

About The Position

The San Diego Natural History Museum (The Nat) is seeking an experienced and enthusiastic Senior Manager of Visitor Services (SMVS) to ensure the Visitor Services department meets the needs of all Museum guests through unparalleled, high-quality customer service. The ideal candidate will ensure the guest experience is centered and that the Visitor Services team provides experiences that leave guests feeling valued, welcomed, and accessible to all. The SMVS is responsible for managing the daily operation and administration of the Visitor Services department, including hiring, onboarding, supporting, and managing the Visitor Services team. They reinforce Museum policies, procedures, and values, provide real-time feedback to staff, and maintain high team morale and a positive team culture. The ideal candidate will have excellent attention to detail, be able to anticipate and evaluate Museum and guest needs, and confidently make decisions. The SMVS collaborates with internal departments and external peers to adopt and share best practices. They will lead the Museum Theatre Committee and large-scale admissions events. The SMVS guides department efforts to collect and analyze data to support goals and monitor efforts, specifically tracking sales and attendance, and assisting with admission projections, budgets, and sales plans. They will be responsible for using and developing metrics to assess and improve performance.

Requirements

5 years of customer service experience in a front-line environment and 3+ years in a formal supervisory capacity required; to include completion of written performance appraisals and delivery of performance feedback.
Experience working with a point-of-sale system, customer relations management system or other admissions/ticketing database system is required.
Knowledge of accounting, budgeting, and financial/attendance reporting.
Bachelor’s Degree or equivalent experience.
Leadership skills to empower, motivate, and develop a collaborative and positive work environment.
Demonstrated employee management skills, including hiring, scheduling, training, conflict resolution, and team building.
Excellent customer service skills, ability to work as a team player, exercise diplomacy, and make independent decisions.
Excellent communication skills; verbal and written fluency in English.
Ability to work independently with minimal supervision, prioritize tasks, and work under pressure to meet scheduled and unexpected deadlines.
Solid analytic, organizational, and problem-solving skills.
Strong knowledge of MS Office suite, including Outlook, Teams, and Excel.

Nice To Haves

Experience working with Altru ticketing system is a plus.
Spanish is desirable, but not required.

Responsibilities

Manage Visitor Services staffing operations; including hiring, training, scheduling, timecard management, staff meetings, and communications.
Ensure delivery of exceptional customer service as well as resolve customer issues in a timely manner.
Manage admission projections, budgets, and sales plans.
Oversee daily operational aspects related to the Museum’s public spaces including, staff, phone and email communications, and opening and closing procedures.
Complete daily/weekly/monthly reports required for internal and external stakeholders and partners.
Coordinate and maintain on-site signage and admissions-related web content.
Coordinate and manage Resident Free Tuesdays and other large-scale admission-based programs and events.
Lead the process of updating and creating Visitor Services Department processes and procedures.
Maintain strong knowledge of the ticketing/database system.
Additional duties as assigned in support of the mission of the Museum.
Recruits, interviews, hires, and trains new staff.
Oversees the daily workflow of the department.
Review & approve payroll.
Provides constructive and timely performance evaluations.
Handles discipline and termination of employees in accordance with company policy.
Performs other related duties as assigned.
Clean up or reorganize.
Moving museum furniture.
Set up/break down for internal events.