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SENIOR MANAGER OF VISITOR SERVICES
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San Diego Natural History Museum
San Diego, CA (In Person)
$71,000 Salary, Full-Time
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Job Description
Love nature?
Then youre going to love The Nat.
The San Diego Natural History Museum (The Nat) was founded by amateur naturalists in 1874 and has played a major role in the conversation of our region. The Museum recently celebrated its 150th anniversary and completed a strategicplan focused on encouraging a love for nature, levering science and collections for conservation, and using our own voice to behere for nature.
TheHospitalityDepartment is the heart of our organization, which welcomes more than 300K guests per year (and growing!) and generates revenue that supportsThe Natsimportant mission of conserving nature through science and discovery. We are seeking an experienced and enthusiastic Senior Manager of Visitor Services (SMVS) that will ensure that the Visitor Services department meets the needs of ALL Museum guests, whether they come in on a quiet afternoon or during one of our wildly popular Nat at Nights, through unparalleled, high-quality customer service. The ideal candidate will ensure that the guest experience is centered, and that the Visitor Services team provides experiences that leave guests feeling valued, welcomed, and accessible to all. The SMVSis responsible formanaging the daily operation and administration of the Visitor Services department. Primary responsibilities include all aspects of hiring, onboarding, supporting, and managing a fun, creative, and diverse team of Visitor Services staff. They reinforce Museum policies, procedures, and values within the department, and they provide real-time feedback to VS staff to ensure that they meet both performance and behavior expectations, whilemaintaininghigh team morale and building a positive team culture. The ideal candidate will have excellent attention to detail, be able to anticipate and evaluate Museum and guest needs and will confidently make decisions. The SMVS collaborates with multiple internaldepartments,and they alsorepresentour organization externally with peers at similar institutionstoadopt and share best practices asappropriate.
They will lead the Museum Theatre Committee as well as large-scale admissions events like December Nights and Free Tuesday.
The SMVS guides department efforts to collect and analyze data to support our efforts in achieving our goals andmonitoring and reporting on our efforts. The SMVS will specifically create,maintain, andpresentdatato track sales and attendance for various internal and external constituents as well as assist withadmission projections, budgets, and sales plans.
They willberesponsible for using and developing metrics to assess and improve performance.
Essential ResponsibilitiesManage Visitor Services staffingoperations;including hiring, training, scheduling, timecard management, staff meetings,and communications.
Ensure delivery of exceptional customer service as well as resolve customer issuesin a timely manner.
Manageadmission projections, budgets, and sales plans.
Oversee daily operational aspects related to the Museums public spaces including, staff,phoneand email communications,andopening and closing proceduresComplete daily/weekly/monthly reportsrequiredfor internal and external stakeholders and partners.
Coordinate andmaintainon-site signageandadmissions-related web contentCoordinate and manage Resident Free Tuesdaysandother large-scale admission-based programs and events.
Lead the process of updating and creating Visitor Services Department processes and procedures.
Maintain strong knowledge of the ticketing/database systemAdditionalduties as assigned in support of the mission of the Museum.
Supervisory ResponsibilitiesRecruits, interviews, hires, and trainsnew staff.
Oversees the daily workflow of the department.
Review & approve payrollProvides constructive andtimelyperformance evaluations.
Handles discipline and termination of employeesin accordance withcompany policy.
Performs other related duties as assigned.
Supervision GivenVisitor Services Leads Visitor Services AssociatesSupporting Other Operational Functionsas NeededClean upor reorganizeMoving museum furnitureSet up/break down for internal eventsQualifications5 years of customer service experience in a front-line environment and 3+ years in a formal supervisory capacity required; to include completion of written performance appraisals and delivery of performance feedback.
Experience working with a point-of-sale system, customer relations management system or other admissions/ticketing database system isrequired. Experience working with Altru ticketing systemisa plus.
Knowledge of accounting, budgeting, and financial/attendance reporting.
Bachelors Degree or equivalent experience.
SkillsLeadership skills to empower, motivate, and develop a collaborative and positive work environment.
Demonstrated employee management skills, including hiring, scheduling, training, conflict resolution, and team building.
Excellent customer service skills, ability to work as a team player, exercise diplomacy, and make independent decisions.
Excellent communication skills; verbal and written fluency in English. Spanish isdesirable, butnotrequired.
Ability to work independently with minimal supervision, prioritize tasks, and work under pressure to meet scheduled and unexpected deadlines.
Solid analytic, organizational, and problem-solving skills.
Strong knowledge of MS Office suite,including Outlook, Teams, and Excel.
Working Conditions andPhysical RequirementsProlonged periods standing and walkingMust be physically able to climb ladders,bendor crawl into awkward spacesMust be able tolift upto 50 pounds at a time.
Ready to apply?
Please include a resume and cover letter in your application. No phone calls or drop-ins please.
We will begin reviewing resumes and contacting strong applicants, thesecond week of June.
Then youre going to love The Nat.
The San Diego Natural History Museum (The Nat) was founded by amateur naturalists in 1874 and has played a major role in the conversation of our region. The Museum recently celebrated its 150th anniversary and completed a strategicplan focused on encouraging a love for nature, levering science and collections for conservation, and using our own voice to behere for nature.
TheHospitalityDepartment is the heart of our organization, which welcomes more than 300K guests per year (and growing!) and generates revenue that supportsThe Natsimportant mission of conserving nature through science and discovery. We are seeking an experienced and enthusiastic Senior Manager of Visitor Services (SMVS) that will ensure that the Visitor Services department meets the needs of ALL Museum guests, whether they come in on a quiet afternoon or during one of our wildly popular Nat at Nights, through unparalleled, high-quality customer service. The ideal candidate will ensure that the guest experience is centered, and that the Visitor Services team provides experiences that leave guests feeling valued, welcomed, and accessible to all. The SMVSis responsible formanaging the daily operation and administration of the Visitor Services department. Primary responsibilities include all aspects of hiring, onboarding, supporting, and managing a fun, creative, and diverse team of Visitor Services staff. They reinforce Museum policies, procedures, and values within the department, and they provide real-time feedback to VS staff to ensure that they meet both performance and behavior expectations, whilemaintaininghigh team morale and building a positive team culture. The ideal candidate will have excellent attention to detail, be able to anticipate and evaluate Museum and guest needs and will confidently make decisions. The SMVS collaborates with multiple internaldepartments,and they alsorepresentour organization externally with peers at similar institutionstoadopt and share best practices asappropriate.
They will lead the Museum Theatre Committee as well as large-scale admissions events like December Nights and Free Tuesday.
The SMVS guides department efforts to collect and analyze data to support our efforts in achieving our goals andmonitoring and reporting on our efforts. The SMVS will specifically create,maintain, andpresentdatato track sales and attendance for various internal and external constituents as well as assist withadmission projections, budgets, and sales plans.
They willberesponsible for using and developing metrics to assess and improve performance.
Essential ResponsibilitiesManage Visitor Services staffingoperations;including hiring, training, scheduling, timecard management, staff meetings,and communications.
Ensure delivery of exceptional customer service as well as resolve customer issuesin a timely manner.
Manageadmission projections, budgets, and sales plans.
Oversee daily operational aspects related to the Museums public spaces including, staff,phoneand email communications,andopening and closing proceduresComplete daily/weekly/monthly reportsrequiredfor internal and external stakeholders and partners.
Coordinate andmaintainon-site signageandadmissions-related web contentCoordinate and manage Resident Free Tuesdaysandother large-scale admission-based programs and events.
Lead the process of updating and creating Visitor Services Department processes and procedures.
Maintain strong knowledge of the ticketing/database systemAdditionalduties as assigned in support of the mission of the Museum.
Supervisory ResponsibilitiesRecruits, interviews, hires, and trainsnew staff.
Oversees the daily workflow of the department.
Review & approve payrollProvides constructive andtimelyperformance evaluations.
Handles discipline and termination of employeesin accordance withcompany policy.
Performs other related duties as assigned.
Supervision GivenVisitor Services Leads Visitor Services AssociatesSupporting Other Operational Functionsas NeededClean upor reorganizeMoving museum furnitureSet up/break down for internal eventsQualifications5 years of customer service experience in a front-line environment and 3+ years in a formal supervisory capacity required; to include completion of written performance appraisals and delivery of performance feedback.
Experience working with a point-of-sale system, customer relations management system or other admissions/ticketing database system isrequired. Experience working with Altru ticketing systemisa plus.
Knowledge of accounting, budgeting, and financial/attendance reporting.
Bachelors Degree or equivalent experience.
SkillsLeadership skills to empower, motivate, and develop a collaborative and positive work environment.
Demonstrated employee management skills, including hiring, scheduling, training, conflict resolution, and team building.
Excellent customer service skills, ability to work as a team player, exercise diplomacy, and make independent decisions.
Excellent communication skills; verbal and written fluency in English. Spanish isdesirable, butnotrequired.
Ability to work independently with minimal supervision, prioritize tasks, and work under pressure to meet scheduled and unexpected deadlines.
Solid analytic, organizational, and problem-solving skills.
Strong knowledge of MS Office suite,including Outlook, Teams, and Excel.
Working Conditions andPhysical RequirementsProlonged periods standing and walkingMust be physically able to climb ladders,bendor crawl into awkward spacesMust be able tolift upto 50 pounds at a time.
Time Commitment:
The SeniorManager ofVisitor Servicesposition will primarily be Sunday Thursday, butin order toensure daily supervisory coverageduring high volume events and days, maybe requiredtoadjust their schedule tocover some holidays, Friday evenings, and Saturdays. Currently, the Museum is open to the public seven days a week from 10 AM to 5 PM,but our hours vary seasonally (including Nat at Nights from 10 AM to 11 PM hours on the 3rdFriday of each month and weekly during the summer). TheSMVSposition is a full-time, exempt position that is eligible for benefitssuch as health insurance, vacation, sick-time,15 paid holidays, free admission into all of Balboa Parks museums, and more.Pay:
$71,000 annually.Ready to apply?
Please include a resume and cover letter in your application. No phone calls or drop-ins please.
We will begin reviewing resumes and contacting strong applicants, thesecond week of June.