Visitor Experience Manager

Visitor Experience Manager 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. 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. Principal 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, Caf 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. Qualifications: 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. Proficiency with Outbound preferred. 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. Requirements: 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 Physical Requirements: Ability to stand and walk for extended periods, accommodating the need to move throughout the museum and interact with visitors. Capacity to handle large crowds effectively, including the ability to navigate and assist in crowded spaces. Proficiency in using a computer for various administrative and customer service tasks, with accommodations available as needed. Adequate communication skills to effectively engage with diverse groups of visitors, ensuring accessibility and inclusivity in interactions. Physical ability to lift and carry up to 25 pounds, with reasonable accommodations provided as necessary. Manual dexterity: The role requires the frequent use of hands for typing, writing, and handling office equipment. Preferred Qualifications: Proficiency with Outbound preferred. Bilingual and Multilingual candidates are strongly encouraged to apply. Benefits: NYSCI strives to be an inclusive and equitable place to work. We work to foster diverse voices and perspectives, empower staff as problem solvers, and support professional growth for all. The New York Hall of Science also offers generous benefits and perks for all regular full-time employees. Health, dental, and vision insurance options Flexible spending accounts for healthcare, dependent care and commuter benefits Pension plan and 401k plan Free life insurance coverage Paid vacation and sick leave 13 paid holidays off Flexible work schedules Employee Assistance Program Free onsite parking How to Apply: Please upload your resume and cover letter through our online careers page. Please note that while careful consideration will be given to each submission, the Museum will contact only those applicants whose knowledge, skills, and work experience best fit the requirements of the position. Introductory Phone Interview Virtual Interview with Hiring Committee Final-round on-site interview Application Deadline: Applications will be accepted on a rolling basis until the position is filled. No phone calls or third-party recruiters, please. The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.