Visitor Operations Manager

Tawani Enterprises•Village of Somers, WI

3d•$23 - $27•Onsite

About The Position

The Visitor Operations Manager oversees the PMML’s public-facing operations during assigned hours and supervises the Visitor Services Associate. The role leads ticketing, retail, group bookings, and facility rentals, ensuring professional, efficient, and welcoming front-of-house operations. Reporting to the Director of Operations, the Manager also leads the onsite and online retail business and manages ticketing within Tessitura. The position works with the CRM & Constituent Operations Manager on broader system administration and data standards. The position averages 28 hours per week and is scheduled to provide management coverage during the PMML’s public hours, with additional administrative time for retail, ticketing, bookings, rentals, and other operational responsibilities. Availability for occasional evenings and extended hours in support of events or rentals is expected.

Requirements

Two or more years of experience in visitor services, retail, ticketing, hospitality, museum operations, or a related setting.
Strong communication and organizational skills, with sound judgment in handling visitor and operational issues.
Experience managing retail operations, including merchandising and inventory.
Experience with e-commerce operations.
Experience with ticketing, CRM, or database systems.
Experience with cash handling, reconciliation, and basic financial controls.
Ability to manage multiple priorities and maintain consistent follow-through.
Ability to work independently and make routine onsite decisions within established policies.
Ability to work weekends, occasional evenings, and extended hours as needed.
Ability to lift up to 30 pounds.
First Aid certification or willingness to obtain it.

Nice To Haves

Experience supervising or directing the work of others.
Shopify experience.
Tessitura experience.
Interest in history, museums, libraries, or cultural institutions.

Responsibilities

Serve as the onsite manager during assigned public hours.
Supervise the Visitor Services Associate, including scheduling, day-to-day direction, coaching, and performance feedback.
Ensure appropriate front desk coverage and consistent visitor service standards.
Resolve escalated visitor concerns and routine operational issues.
Ensure opening, closing, keyholder, safety, and daily operating procedures are followed.
Provide front desk coverage when operationally necessary while maintaining primary responsibility for management of the front-of-house function.
Manage ticketing operations within Tessitura, including maintaining ticket types, pricing, discounts, admissions setup, and event configuration.
Keep ticketing information current for admissions, programs, and special events; resolve routine ticketing issues and coordinate broader system or data issues with the CRM & Constituent Operations Manager.
Monitor ticketing activity and provide operational reporting to the Director of Operations.
Follow established CRM standards for system use and data quality.
Lead the onsite retail operation and Shopify storefront, with responsibility for sales growth and performance.
Select and source merchandise that supports visitor demand and institutional goals.
Manage purchasing, vendor relationships, and inventory levels.
Oversee onsite and online merchandising and product presentation.
Recommend pricing and product changes based on sales performance.
Oversee order fulfillment and retail customer service.
Coordinate retail promotions with Marketing and maintain appropriate inventory and financial controls.
Manage group visits, tours, and facility rentals from initial inquiry through confirmation and onsite execution.
Coordinate bookings with the staff needed to support them and provide clients with information about availability, pricing, and requirements.
Serve as the primary operational contact for groups and rental clients.
Maintain accurate booking records and ensure activities follow established PMML policies.
Monitor activity and revenue trends across ticketing, retail, groups, and rentals.
Identify opportunities to improve retail sales, visitor service, group activity, and rental performance.
Maintain accurate operational records and follow established reconciliation procedures.
Coordinate with other departments when visitor operations depend on shared information or support.
Manage visitor and customer inquiries through phone, email, and shared communication channels.
Support special events and other onsite operations as assigned.
Perform other duties as assigned by the Director of Operations.