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Visitors Services Manager
Washington, DCJob Title: Visitors Services Manager
Location: DC Metro area
Clearance: Ability to obtain a DoD Secret Clearance
Job Overview:
The Visitors Services Manager is responsible for ensuring an exceptional visitor experience through effective management of visitor services, staff, and operational procedures. This role involves overseeing the online reservation system and CRM software, managing admissions, and providing excellent customer service. The ideal candidate will be a highly organized, detail-oriented professional with strong leadership skills and a commitment to creating a welcoming environment for all visitors.
Key Responsibilities:
Kwaan Bear Technology (KBT), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. KBT is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KBT are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KBT will not tolerate discrimination or harassment based on any of these characteristics.
Location: DC Metro area
Clearance: Ability to obtain a DoD Secret Clearance
Job Overview:
The Visitors Services Manager is responsible for ensuring an exceptional visitor experience through effective management of visitor services, staff, and operational procedures. This role involves overseeing the online reservation system and CRM software, managing admissions, and providing excellent customer service. The ideal candidate will be a highly organized, detail-oriented professional with strong leadership skills and a commitment to creating a welcoming environment for all visitors.
Key Responsibilities:
- Visitor Interaction:
- Greet and assist visitors, ensuring a positive and informative experience.
- Serve as the point person for accessibility questions and support efforts to enhance accessibility for individuals with disabilities and non-English speaking visitors.
- System Management:
- Manage the online reservation system and CRM software, including data entry, report management, inventory, and troubleshooting.
- Resolve issues related to customer service, online reservations, and visitor entry systems.
- Training and Supervision:
- Train, oversee, and provide guidance to docents and volunteers.
- Build and manage the docent/staff and volunteer program, including recruitment, training, performance reviews, and providing advice and instruction.
- Operational Oversight:
- Enforce and communicate museum rules, restrictions, and guidelines.
- Monitor visitor experience throughout the day and make necessary adjustments to support visitor needs.
- Oversee day-to-day admissions operations for the Office of Visitor Services.
- Reporting and Analysis:
- Generate weekly, monthly, and quarterly reports on attendance, admissions, and other visitor engagement metrics.
- Oversee the development of technical data, estimates, statistics, and suggestions useful for determining visitor service goals and objectives.
- Budget and Planning:
- Assist in budget development for the Office of Visitor Services and participate in the overall museum budgeting process.
- Recommend operations, procedures, and evaluation criteria for visitor services.
- Participate in planning and execution of special events and programs at the museum.
- Vendor and Regional Relations:
- Develop and cultivate relationships with visitor services-related vendors.
- Foster relationships with visitor services offices in surrounding regional museums to ensure adherence to the latest protocols and best practices.
- Additional Duties:
- Join the public tour rotation in support of the Education Department as needed.
- Engage in graphic design projects as needed (preferred).
- Education:
- Associate’s degree in a relevant field OR equivalent relevant experience.
- Bachelor’s Degree in a relevant field preferred.
- Experience:
- Minimum of two years of experience in a museum visitor services operation, customer service, and/or retail position.
- Familiarity with online reservation systems and CRM software such as Salesforce, Tiqets, and Cuseum.
- Experience with Microsoft Office applications (e.g., Word, Excel, Outlook, and PowerPoint).
- Skills and Attributes:
- Highly organized and detail-oriented with a proven ability to manage multiple projects and meet deadlines.
- Self-starter with a friendly, approachable demeanor and a commitment to exemplary customer service.
- Excellent verbal and written communication skills.
- Ability to interpret and implement museum protocols, policies, and procedures with good judgment and diplomacy.
- Dependable, adaptable, flexible, innovative, and a team player with strong problem-solving skills.
- Ability to manage conflicts, resolve visitor issues, and interact effectively with visitors.
- Ability to move about the museum frequently and communicate appropriately with visitors.
- Graphic design experience is a plus.
Kwaan Bear Technology (KBT), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. KBT is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KBT are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KBT will not tolerate discrimination or harassment based on any of these characteristics.