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Job Opportunity: Manager of Visitor Engagement:Greater Philadelphia Cultural AllianceJob description:Manager of Visitor Engagement
Date PostedJune 25, 2024 - 10:37am
Categories
Customer Service
Museums
Philadelphia County (PA)Pay Type:income Job Status: Full Time Minimum income/Hourly Rate: $60,000.00 Maximum income/Hourly Rate: $64,000.00
Museum of the American RevolutionThe Manager of Visitor Engagement will be responsible for the prosperous management of the everyday operation of the Visitor Engagement department, leading the staff in providing a high level of customer service and satisfaction to ensure an excellent practice for all guests, superviseing the box office, training Visitor Engagement Associates (VEA), , handling guest questions or complaints, and maintaining accurate records and financial controls for the box office sales and ticketing equipment. Will act as liaison between Visitor Engagement department and leadership abilities Giving as Information technology relates to membership fulfillment. This position reports to the Director of Visitor Engagement.Primary Job responsibilities: Maintain department staff by recruiting, selecting, orienting, and training employees; work with other departments to develop personal growth opportunities for retention of employees. Create training programs both for new hires and continued training for existing staff; ensure effective and timely training of all VEAs, including intense customer service training. Maintain departmental attendance reports Work closely with Education department for VEA training to ensure that all team members are trained in the tasks they will be scheduled to complete. Ensure that all departmental performance and operational standards are clear to employees and aligned with MoAR's strategic goals. Support staff productivity by communicating job expectations; planning, monitoring, and appraising job performance; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Work with Director of Visitor Engagement to establish strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating results. Work closely with the Manager of leadership abilities Giving to ensure that all membership cards and welcome packets are processed. Input mail in memberships into Galaxy. Update member spreadsheet to reflect member calls, difficult transactions and when groups of memberships are completed. supervise VEAs who are processing memberships. Forecast staffing schedule for budgeting purposes located on the seasonal needs. Collaborate with Security and Building Operations teams to manage traffic flow, safety and cleanliness Handle major visitor complaints and queries Run digital programs, tours and everyday programs Train staff on the operation of the POS and how to troubleshoot issues. Enforce quality and customer service standards; analyze and resolve quality and customer service problems; identify best practices in customer service; recommend system improvements. Other tasks as assigned suitable education Bachelor's degree required, preferably in business, hospitality or related field practice/ expertise: Minimum 5 years in a managery position superviseing at least 20 staff who are accountable to deliver excellent guest service. Skilled and effective leader with proven effectiveness in directing front line staff with proven success as a manager. Must enjoy working with the public and demonstrate friendliness, professionalism, enthusiasm and a customer-centric approach. practice maintaining a point of sale system Broad expertise of information technology and P.O.S. applications; specific practice using Microsoft Office 365 and Excel spreadsheets. capability to handle multiple projects and resources needed to meet deadlines. capability to work in a fast paced environment. Proven effectiveness in planning, assigning, directing, motivating and reviewing the work of employees. Effective and persuasive communication expertise; able to speak and write clearly and informatively and present information to a wide variety of internal and external stakeholders. Well organized and thorough with close attention to detail and follow-through. Must be able to work a flexible schedule to include weekends, holidays and special events. practice in another museum or related practice required To Apply: The Museum of the American Revolution (www.AmRevMuseum.org) is an Equal Opportunity Employer. To apply, please send a resume and three professional references to E-Mail: employment@amrevmuseum.org. Skills:
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