Senior Manager, Visitor Services

Lucas Museum of Narrative Art•Los Angeles, CA

1d•$83,000 - $97,000•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 Director of Visitor Services, the Sr. Manager has a key role in helping achieve this objective. The Senior 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 Senior Manager of Visitor Services will work closely with Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs. The Senior Manager, Visitor Services will partner with the Director of Visitor Services to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Senior 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

5+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
Museum experience is not essential, but experience in hospitality, attractions, cultural organizations or admissions-driven institutions preferred
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

Multi-language fluency strongly preferred

Responsibilities

With a cross-departmental team of colleagues, develop the procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more
Help lead creation of the museumâs CRM and POS systems
Support recruitment, hiring, onboarding, and training of front-line staff in partnership with the Director of Visitor Services and People & Culture, as well as development and delivery of training curriculum
Help lead development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
Provide leadership for daily operations of the Visitor Services department, including ticketing, queuing, visitor experience and flow, cash handling, group visit procedures, information distribution, hiring/training/supervising, creating schedules, and more
Supervise and provide mentorship to the Manager, Visitor Services and front-line Visitor Services team
Act as a liaison between administrative teams including Membership, Curatorial, IT, and others and frontline staff
Serve as an escalation point for visitor escalations that cannot be settled at the floor staff level
Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues
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
Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience
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