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Manager of Visitor Services

Posted: 11/28/2021

Description: We are looking for a proactive and experienced Manager of Visitor Services for the Connecticut River Museum (CRM).
The Manager oversees:

  • Both general and membership admission to the museum
  • Ticketing and service for large watercraft  public sails and private charters (the Onrust, etc)
  • Membership purchases and renewals
  • Museum store
  • Rentals
  • The museum main building – interior and exterior maintenance and cleaning needs
  • Direct report staff include:  PT front desk staff, PT Events Coordinator, PT museum store associate; cleaning service (independent contractor).
  • Volunteers
Reports to: Executive Director. Hours: Full time, 40 hours a week.  Manager will be expected to work a flexible schedule including some evenings, Saturdays and/ or Sundays on a regular basis.  This position will cross over with almost every other department in the museum and involve a great deal of teamwork.  Work responsibilities of the Manager of Visitor Services require them to work onsite.
Salary range:  $40 - $50,000, depending on experience.
Duties & Responsibilities:
Lead the visitor services department to ensure a premier experience for all on-site visitors to the Museum; continual improvement of training materials and communication with entire team.
Align the museum experience with mission, values and goals to ensure Diversity, Equity, Accessibility and Inclusion (DEAI) practices create an exceptional sense of welcome and belonging.
Handle visitor concerns, comments and complaints at the supervisory level.
Identify opportunities to convert visitors to members and/or donors and maintain timely, open communication with Development whenever donors or prospects are on site.
Work with Marketing and Development to grow our visitation, membership, and donors.
Send monthly admissions, membership, museum store, and rental reports to Executive Director.
Develop and ensure that department systems, procedures and practices support effective operations while providing outstanding customer service.
Communicate regularly with other departments to ensure operational awareness of all Visitor Services functions.
Build partnerships with other cultural institutions, as well as various vendors for the museum store and museum events.
Develop and maintain annual budgets and budgetary goals.
Keep on top of any needed maintenance issues, such as plumbing, landscaping, elevator service, etc. 
Work with the Finance Director to oversee cash-handling procedures and maintain accurate counts and financial records. Supervise point of sale and online transaction and register closeouts.
Five years of management experience, ideally in visitor services, customer relations, hospitality.
Experience with computer sales systems such as Shopify and FareHarbor and customer relation management systems, such as Bloomerang.  
High level of comfort with technology, teaching staff to use technology, and being the first point of contact for troubleshooting.
Sales-driven and highly self-motivated.
Must be able to work a flexible schedule, including weekends.
Must be willing to be on call list for alarm calls concerning the museum building.
 Well-organized and thorough with close attention to detail and follow through.
 Ability to constructively lead and motivate Visitor Services staff to work as a team and reach goals.
Excellent communicator; able to work positively and flexibly with all departments of the CRM to reach consensus and achieve goals.
Physical Demands: The work environment and physical demands and characteristics are representative of those that must be met by an employee to successfully perform the essential functions of this job:  Requires physical activity including sitting/standing, lifting and carrying (up to 50 lbs.), up/downstairs, and walking on the museum’s floating docks. Work Environment: Work is performed in indoor and outdoor environments.
The Connecticut River Museum is an Equal Opportunity Employer seeking a diverse workforce. The benefits package includes medical savings account, life insurance, a voluntary 401(k) program (no employer match), and paid time off.
To apply:  Please email a resume and cover letter as PDFS to Jennifer Carlson, Executive Director, at  Applications received until position is filled, but interviews will commence in December.