Assistant Manager of Visitor Services
Job Title: Assistant Manager of Visitor Services
Reports to: Director of Visitor Services
Schedule: 8-25 hours per week; may include weekday, weekend, and evening hours
Classification: Part-time, hourly, non-exempt employee
Compensation: $18.50 per hour
Position Overview
Work in the fun and educational environment of the Discovery Museum! The Assistant Manager of Visitor Services is a primary contact for Museum visitors and is responsible for ensuring a positive visitor experience while also maintaining safe and welcoming spaces. The Assistant Manager supervises Explorers, Admissions Representatives, and volunteers; oversees the proper opening and closing procedures of the Museum; interacts with visitors and resolves visitor concerns; operates the point-of-sale system for Museum admissions and Museum store purchases; handles on-site emergencies; and manages special events, rentals, and programs. You must be reliable, outgoing, proactive, and detail oriented.
Key Responsibilities
- Support the Director of Visitor Services in sustaining a safe and welcoming environment for all visitors, staff, and volunteers. While on duty, responsible for proper operations of the Museum.
- Supervise Visitor Services staff and volunteers during assigned shifts. Follow and maintain proper opening and closing procedures. Model professional behavior and hold staff to the same expectations.
- Respond promptly to visitor questions, needs, and on-site emergencies with a gracious and patient demeanor. Provide superior customer service in person, by phone, and by email. Communicate with staff across departments as needed to resolve problems.
- Actively model best practices for visitor engagement, assess frontline staff interactions, and ensure staff and volunteers meet high expectations set by Director of Visitor Services. Provide feedback to teammates in a respectful and constructive manner.
- Uphold Discovery Museum’s safety policies and procedures. Ensure the security of the Discovery Museum campus including all buildings and grounds.
- Complete training for CPR, First Aid, AED, and bodily fluid cleanup and utilize training as needed.
- In collaboration with the Facilities Department, confirm exhibit safety and tidiness of public spaces. Handle cleaning products with provided personal protective equipment and ensure daily cleaning duties are completed by the team.
- Master the point-of-sale system for ticketing and store purchases. Reconcile end-of-day transactions. Ensure accurate cash handling techniques at the admissions desk.
- Participate in the COVES visitor evaluation program by collecting visitor surveys.
- Execute Explorer and Admissions Representative duties when needed.
- Complete other duties as required.
Qualifications and Requirements
- Bachelor’s degree and 1+ years of professional experience required. Experience in the field of customer service, education, or museums preferred. Substantial experience may be substituted for degree requirement.
- Must enjoy working with the public and demonstrate friendliness, professionalism, enthusiasm, and a customer-focused approach.
- Must have excellent verbal and written communication skills and a considerable degree of initiative.
- Please demonstrate computer literacy or familiarity with technology in your resume and cover letter.
- Experience handling cash preferred.
- CPR, First Aid, and/or AED certification, and bilingual skills are helpful.
- All positions at Discovery Museum require a satisfactory Criminal Offender Record Information (CORI) background check.
Physical Demands and Work Environment
- Must be able to stand for multiple hours at a time both indoors and outdoors, regularly ascend/descend stairs, operate a computer and other office equipment, lift up to 30 lbs., and be comfortable stooping, kneeling, and crouching.
- Frequent movement throughout and across Discovery Museum spaces and campus is required, including during inclement or extreme weather and over uneven terrain.
- Work environment often has moderate to loud noise for sustained periods of time.
- Must be able to work occasional holidays and evenings.
Benefits
In addition to a creative, fun, and flexible work environment, Discovery Museum offers the following benefits with this position:
- Voluntary 403(b) retirement plan
- Earned sick time and paid family and medical leave eligibility
- Discovery Museum membership and discounts
- Free or discounted admission to more than 1,000 museums and cultural institutions and a variety of discounts on museum programs, memberships, and museum store items
About Discovery Museum
Discovery Museum is a hands-on museum with a mission to spark delight in learning by igniting curiosity and creativity in children and adults, as they discover together the joys of science, nature, and play. As an organization, we strive to broadly reflect the communities we wish to serve, both in visitors to our campus and our own staff, volunteers, and board members. We are proud to be an Equal Opportunity Employer and are committed to providing a welcoming and inclusive space for all. We believe that a diversity of thoughts, experiences, backgrounds, personalities, and identities helps us think bigger and better, and enables us to reach our goals more effectively. We are committed to building a diverse staff and encourage individuals from all backgrounds to apply.
To Apply
Interested candidates please send a cover letter and resume to Kiersten Dittrich at kdittrich [at] discoveryacton.org (kdittrich[at]discoveryacton[dot]org).
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment requirements, or otherwise participating in the employee selection process, please likewise direct your inquiries to Kiersten Dittrich at kdittrich [at] discoveryacton.org (kdittrich[at]discoveryacton[dot]org).
We respectfully request that you do not call to inquire about the status of your application. Those candidates chosen for interviews will be contacted.