Visitor Experience & Services Manager

Simon Fraser University•Burnaby, BC

8d•Hybrid

About The Position

The Visitor Experience & Services Manager is responsible for the scheduling, oversight and management of most public-facing aspects of the Gibson's operations including the Volunteer Team, Welcome Desks, Shop, and internal SFU and external events and space bookings to ensure that each museum visitor's experience is a positive one, reflecting the Gibson's ethos as a welcoming and inclusive space for all. Core competencies for this position include: effective and clear communication (including actively listening, accurately reading non-verbal communication and successfully conveying information, thoughts and ideas with impact and influence); respectful and inclusive (contributing to a welcoming and inclusive university by valuing diversity and being open, compassionate and respectful); build relationships and work together (intentional about building and maintaining strong, positive and effective relationships, teams, collaborations).

Requirements

Bachelor's degree in Customer service, Hospitality, Event Production, Leadership / Supervision, Facility Management, or Museum Studies, with minimum five years of progressively responsible experience in customer service, education, or facility management, or an equivalent combination of education, training and experience.
Excellent communication skills (both written and verbal).
Proven analytical and problem-solving skills.
Excellent organizational skills, self-motivated and detail oriented.
Ability to supervise and manage multidisciplinary staff, and to build a culture focused on delivering exceptional visitor experience.
Must be available to work during non-regular business hours, including evenings and weekends.

Responsibilities

Scheduling, oversight and management of public-facing aspects of the Gibson's operations.
Management of the Volunteer Team, Welcome Desks, and Shop.
Oversight of internal SFU and external events and space bookings.
Ensuring a positive visitor experience that reflects the Gibson's ethos as a welcoming and inclusive space.