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Visitor Services Manager (part-time)

Position Description

This position manages the Visitor Services (VS) team and oversees the visitor experience on a daily basis. The Visitor Services Manager is often the first direct point of contact for member and non-member visitors, school groups, and other guests. The VS Manager is expected to be deeply knowledgeable about the current and upcoming exhibitions and programs and to be well trained in safety and security protocols for The Discovery Center. The position requires a warm and outgoing demeanor, and sound judgment and diplomacy in all interactions with Museum visitors, professional colleagues, and partner organizations.

Responsibilities

  • Greet visitors, answer questions and solve problems with the goal of exceptional customer service. Continually seek ways to improve service; document visitor feedback and develop recommendations for improvements. Evaluate and prioritize visitor comments and complaints, and ensure that appropriate staff and department directors are informed.
  • Build and manage a team
  • Hire and manage Visitor Services staff. Assign VS scheduling for all open hours of the Museum.
  • Design and deliver job training to VS staff on all VS functions.
  • Coordinate opportunities for VS staff to learn about exhibitions and programs directly from DC teams. Prepare briefings for the VS staff on museum-wide information.
  • Provide guidance and performance feedback to VS staff.
  • Update training and reference manuals for all visitor services functions.
  • Deliver exceptional visitor experience.
  • Provide attention to visitor safety and security.
  • Ensure appropriate traffic flow into the building, and throughout the lobby and galleries.
  • Coordinate and prepare for events in collaboration with the Director of Visitor Services.
  • Ensure that The Museum is clean, safe and well maintained. Work in coordination with Facilities Manager and Janitorial team.
  • Review weekly staff meeting notes to stay informed of programs, special events.
  • Other duties as assigned.

This position is part-time, nonexempt and reports to the Director of Visitor Services.

Required Skills/Experience

  • Bachelor’s degree or equivalent, preferably in management, communications, arts administration, or other related area.
    • Familiarity with the hospitality field preferred.
    • Knowledge of ticketing and point of sales systems.

Desired Skills/Experience

  • Ability to problem solve and plan strategically.
  • Strong conflict resolution skills and ability to work with a diverse public, perform multiple tasks simultaneously, and represent the Museum to visitors in a positive and professional manner.
  • Excellent verbal and written communication skills.
  • Self-motivated with the ability to initiate and follow through on projects independently.
  • Ability to motivate others and to supervise.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Physical requirements include stooping, kneeling, bending, standing, squatting/crouching, crawling/kneeling, pushing/pulling, climbing (ladders) and reaching above the shoulders and lifting of up to 50 lbs. Understanding and responding to staff and customer requests in a loud environment and being physically capable of responding to public emergency situations will be required. Work requires weekends and occasional evenings.

Application Information

Please send an updated resume, cover letter, and three (3) professional references to: Director@TheDiscoveryCenter.org


Visitor Services Staff (PART-TIME)
Position Description
The Discovery Center of the Southern Tier seeks Gallery Aides to actively engage visitors to enhance their experience while maintaining museum standards, communicating museum offerings, programs and services, and ensuring the safety of visitors.

Responsibilities
• Inform visitors about The Discovery Center’s current and upcoming events.
• Actively engage visitors to enhance their experience and respond promptly to their needs.
• Constantly circulate in assigned areas and be alert to visitors’ needs.
• Organize, clean and monitor exhibits to ensure they are presentable and safe. Report any part of an exhibit that is not working properly.
• Share information about membership opportunities and actively communicate these opportunities to visitors.
• Facilitate and/or aid in the execution of various programs developed by the Events Department.
• Perform other duties as assigned.

Required Skills/Experience
• 1+ year of experience working with children in an educational setting or in the hospitality
industry.
• Must be friendly, approachable, and self-motivated.
• Must have ability to participate effectively in teams.

Compensation
• $10.40/hour

Schedule
• Varies, Hourly, Reports to Director of Visitor Services
• Must be able to work weekends

Physical Demands & Work Environment
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Physical requirements include stooping, kneeling, bending, standing, squatting/crouching, crawling/kneeling, pushing/pulling, climbing (ladders) and reaching above the shoulders and lifting of up to 50 lbs.

Application Information
Please apply online (click here) or in person at 60 Morgan Road, Binghamton, NY 13903.

The Discovery Center of the Southern Tier provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics.

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