Visitor Engagement Manager

EASTERN STATE PENITENTIARY HISTORIC SITE INC•Philadelphia, PA

9h•Onsite

About The Position

The Visitor Engagement Manager is responsible for overseeing the day-to-day operations of the visitor experience, ensuring exceptional service at all times. This includes managing the Visitor Engagement Coordinator and Associates, coordinating daily staff schedules, and addressing visitor concerns in real-time. The role also involves training and supervising staff, managing 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, Hospitality, Public History) or equivalent experience.
Minimum of 3 years of experience in museum operations, visitor engagement, or related field, with a proven track record in staff leadership and increasing responsibility in public-facing roles.
Some Experience in managing or coordinating a team, with a focus on training and performance management.
Demonstrated ability to work in a dynamic, high-traffic environment, handling various tasks simultaneously.

Nice To Haves

Previous experience with ticketing, cash handling, and front-line service operations is preferred.
Experience working with cross-departmental teams to ensure seamless service delivery.

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 Management:
Hire, train, supervise, and manage Visitor Engagement Coordinator and Visitor Engagement Associates, including performance management.
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 Associate Director of Museum Engagement and taking steps to resolving 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 communicate 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.
Assisting the Retail Team when needed.
Ensure exemplary customer service to visitors by training and supporting frontline staff.
Handle visitor inquiries and assist with troubleshooting customer service issues.
Leading Visitor Engagement programming when needed.