Visitor Experience Manager

New York Hall of Science•New York, NY

2d•$0 - $70,000•Onsite

About The Position

Since its founding at the 1964-65 New York World’s Fair, the New York Hall of Science (NYSCI) has inspired millions of people — children, teachers, and families — by offering innovative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 400,000 visitors each year and serves thousands more through outreach in schools, teacher professional development, and participation in a variety of public events and research initiatives. NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs, and products, all of which are informed by our inclusive, research-derived approach to STEM learning and engagement called Design, Make, Play. The defining characteristics of Design, Make, Play — open-ended exploration, imaginative learning, personal relevance, deep engagement, and delight — are the ingredients that invite broad participation in STEM and make engagement and learning irresistible. Through this transformative model for STEM exploration, NYSCI engages a broad community of learners in STEM by fostering excitement for self-directed exploration and tapping into the joy of learning intrinsic to young people’s play. NYSCI has approximately 100 full-time and over 130 part-time and casual staff members. POSITION OVERVIEW The New York Hall of Science’s Visitor Experience staff are a critical and integral part of NYSCI’s overall operations. NYSCI depends upon the talents and skills of this team to successfully accomplish its mission. Under the direction of the Associate Vice President of Visitor Operations, the Manager of Visitor Experience is responsible for the daily public-facing operation for NYSCI’s general visitor, membership, birthday party, and group admissions functions. FUNCTION The Manager of Visitor Experience plays an integral role in shaping the guest experience, coordinating and supervising a team of Visitor Experience staff who deliver a world-class experience for NYSCI’s diverse audiences. Working both independently and collaboratively, the Manager aims to ensure a positive visitor experience, excellent customer service, and efficient processes for our visiting audiences.

Requirements

B.A. in Business, Hospitality, or related field or the equivalent of 3 to 5 years of visitor services experience, or equivalent sales or customer service experience within a cultural institution, tourist attraction, or theme park, with a proven ability to manage staff.
Demonstrated experience with cash handling, data analysis, and ticketing software systems required.
Excellent leadership, sales, organizational, interpersonal, and communication skills.
Strong ability to provide a high level of customer service to all internal and external customers.
Proven ability to manage budgets.
Exceptional attention to detail, ensuring accuracy and integrity of ticketing database maintenance.
Demonstrated capacity to manage a diverse workload and prioritize effectively in a fast-paced environment.
Flexible and collaborative team player, readily contributing and adapting to meet evolving needs.
Excellent written and verbal communication skills.
Ability to work a non-traditional schedule. Weekends and Holidays are required. Evenings as needed

Nice To Haves

Proficiency with Outbound preferred.
Bilingual and Multilingual candidates are strongly encouraged to apply.

Responsibilities

Lead and Supervise Staff: Lead a team of 25-30 Visitor Services Associates, providing direction and support to ensure exceptional customer service.
Supervise daily operations, including ticketing processes, reconciliations, and cash handling protocols, ensuring adherence to museum standards.
Supervise, train, and provide an environment for growth and development for Visitor Experience Associates to build knowledge and skills that support a positive visitor experience.
Provide consistent, mission-focused and values-aligned leadership, prioritizing trusted relationships and professional development opportunities for all employees.
Operations Management: Oversee daily visitor experience operations, and proactively assess and recommend enhancements and improvements that are aligned with NYSCI's mission and budget.
Manage ticketing operations and cash handling, including end-of-day process and daily safe reconciliation.
Develop and manage weekly schedules and coordinate coverage for after-hours events in collaboration with other departments, including Education, Public Programs, Special Events, and Membership.
Coordinate across departments to support operations, including General Visitor operations, Group operations, Birthday Party operations, Café seating, and operation of ancillary attractions.
Maintain an inventory of all supplies needed to operate visitor-facing operations, including stationery and informational materials, staff uniforms, mini-golf supplies, and other materials required for front-of-house and back-office operations.
Ensure adequate inventory of Admissions desk and Retail supplies.
Training and Development: Update and maintain the Visitor Experience Associate training manual, and conduct monthly training sessions and performance evaluations to enhance staff skills and performance.
Coordinate institutional training and workshops for the Visitor Experience Team.
Customer Service and Sales: Monitor and address visitor feedback, implementing training programs and policies to improve customer satisfaction.
Actively sell memberships and encourage staff to achieve membership sales goals.
Assist in implementing sales strategies to meet or exceed monthly and annual sales targets.
Collaboration and Communication: Collaborate and communicate in a highly productive and effective way with events, operations, security, and other staff on all visitor-related issues, including participating in regular interdepartmental planning meetings.
Communicate policy updates, promotions, and museum programs to staff daily, and enforce departmental and institutional policies to ensure compliance.
Develop and update the department’s handbooks, procedures, and policies, ensuring the Visitor Experience Staff Resources page is accurate and up to date.
Administrative Responsibilities: Review and approve timesheets in the payroll system to ensure accurate payroll processing.
Manage relationships with IT and third-party ticketing vendors, ensuring timely updates and accurate reconciliations.
Support annual department budgeting by planning operational personnel and OTPS needs.
Devote at least 50% of time engaging directly with visitors and staff to drive sales and maintain quality service.
Perform other duties as needed.