Visitor Engagement Coordinator

EASTERN STATE PENITENTIARY HISTORIC SITE INC•Philadelphia, PA

9h•Onsite

About The Position

The Visitor Engagement Coordinator is responsible for overseeing the day-to-day visitor experience, ensuring exceptional service at all times. This includes daily oversight of supervising the Visitor Engagement Associates and Educators, coordinating daily public-facing staff schedules, and addressing visitor concerns in real-time. The role also involves training, managing the opening and closing procedures, and working collaboratively across departments to address and resolve issues impacting the visitor experience.

Requirements

Bachelor’s degree in a related field (e.g., Museum Studies, Business Administration, Hospitality Management) or equivalent experience.
Minimum of 2 years of experience in museum operations, visitor engagement, or related field, with a proven track record in public-facing roles.
Experience in coordinating or leading a team, with a focus on training and coaching staff.
Demonstrated ability to work in a dynamic, high-traffic environment, handling various tasks simultaneously.
Experience working with cross-departmental teams to ensure seamless service delivery.
Ability to sit for prolonged periods of time.
Ability to walk all aspects of the 11 acre site each day.
Ability to work in space where temperatures may vary to cold and hot
Ability to lift up to 10 pounds

Responsibilities

Museum Operations Management:
Point person for radio communication, emergencies, and daily scheduling of public facing staff.
Open and close the building, ensuring smooth transitions at the beginning and end of the day.
Manage daily operations and facilitate daily frontline team meetings to ensure smooth implementation of day-to-day visitor activities including group tours, events and special programs.
Work closely with facilities, group sales and learning and engagement teams to communicate real-time issues and ensure the museum is in optimal condition for visitors and staff.
Coordinate across departments to ensure the safety of staff and visitors, handling any incidents or emergencies, and escalating to supervisors as needed.
Staff Coordination and Support:
Develop and implement training programs for frontline staff to enhance performance and service quality.
Coordinate and assign daily tasks for Visitor Engagement and Education staff, ensuring high-quality delivery of visitor experience.
Monitor performance of Visitor Engagement, Education, Retail and Events staff addressing issues in real time, and escalating to supervisors as needed.
Work closely with the Visitor Engagement Manager, Education Manager, Events Manager, and Retail Manager to provide staff feedback.
Ensures compliance with the United Steelworkers (USW) Collective Bargaining Agreement (CBA) in day-to-day operations and staff supervision.
Visitor Engagement and Experience:
Act as the primary point of contact for issues related to the visitor experience, ensuring communication with the Visitor Engagement Manager and Associate Director of Museum Engagement and taking steps to resolve issues in real-time.
Works with the Education Manager and the Senior Manager of Program Development to deliver exceptional programming and visitor engagement activities, train staff on implementing these programs, and communicates information about special events and programs to frontline staff.
Collaborate with group sales team to ensure that scheduled programs and tours are available and effectively managed.
Ensure exemplary customer service to visitors by training and leading front-line staff.
Assist Group Sales with visitor inquiries and assist with troubleshooting visitor experience issues
Assist Sales Team as needed.
Leading Visitor Engagement programming when needed.