Senior Director of Visitor Services
Reports to President & CEO
Provide leadership and management for all retail operations (store, food service), Admissions, and Event Rentals for an 1800s historic village, Nature Center and Art Gallery.
Three (3) year-round staff and 8-10 part-time staff
20-25 seasonal food service employees
The Senior Director of Visitor Services will provide leadership and management of retail operations and admissions for the country’s third largest living history museum, which also includes a nature center and art gallery. The Senior Director will be a creative thinker who will directly manage admissions, two store locations, and the museum’s customer service function and also supervise staff who manage food service and event rentals. These areas provide a significant amount of the museum’s earned revenue and are critically important to our operation. This position will collaborate with other departments, including Special Events, Interpretation, Tourism Sales, Education, Marketing, and Development, to insure that all visitors have a memorable and enjoyable experience at the museum.
Supervision of Museum Shops - 25%
- Purchase all merchandise for the museum shops, set prices, manage marketing of product, and control level of inventory. Insure a combination of high quality, innovative, and unique merchandise in a range of price points and categories.
- Oversee all staff and volunteer personnel in the museum shops, including hiring, scheduling, training, and evaluating.
- Set standards in operations, procedures (particularly as they relate to financial transactions), store display and design and customer service.
- Manage all finances, including invoices, budgets, inventory, and cash management.
- Explore additional retail opportunities outside of the museum campus, including online sales
- Work with all departments in the museum to insure that the museum shops always reflect the programs and events sponsored by the museum.
Supervision of Admissions - 30%
- Oversee all Admissions staff and volunteers including hiring, scheduling, training, and evaluating.
- Set standards in operations, procedures (particularly as they relate to financial transactions), and customer service.
- Oversee and work on the frontline during special events and other busy times of the year.
- Manage all finances, including invoices, budgets, and cash management.
- Manage Program Registrar, who is responsible for taking reservations for all special events and serving as first point of contact for the public.
- Oversee point of sales system and attendance tracking, insuring accurate reporting
- Address customer service issues and resolve them as completely and professionally as possible.
General Management - 45%
Provide leadership and oversight management the following departments:
Food Service (1 FT staff and multiple seasonal staff)
- Oversee three seasonal restaurant operations plus catering for several large special events throughout the year (Spirits of the Past, Yuletide in the Country).
Event Rentals (1 FT staff)
Provide the following support for all departments:
- Oversee coordination of 30-40 weddings and event rentals per year
- Manage marketing of rental opportunities, including advertising and public
- Insure that departments deliver quality product and consistently excellent customer service, while supporting the museum’s mission and goals.
- Develop budgets for all departments; monitor all budgets and promptly address any resulting issues/concerns, insuring that budget goals are met, particularly as they relate to revenue.
Other - 10%
- Serve as a member of the Administrative Committee
- Frequently interact with Board of Trustees and key donors and stakeholders
- Assist with strategic planning initiatives that improve the visitor experience
- Maintain relationships with professional organizations and an understanding of the latest trends in museums and retail, particularly living history museums.
- Other duties as assigned
- 8-10 years of experience in a customer-service or retail field, with a preference for work in a non-profit or museum. Supervisory programming experience also required.
- Excellent interpersonal and collaboration skills, plus the ability to be cool under pressure and maintain a constant problem-solving attitude
- Ability and desire to work in a team environment and manage multiple tasks simultaneously
- Proven ability in management and leadership including supervision, planning, budgeting, oral and written communications, and training
- Excellent computer skills, particularly relating to databases and point of sale systems
- Ability to work nights and weekends, particularly during summer and fall
Completion of a background check is required.
Please provide both a cover letter and resume, along with your salary requirements.
Senior Director of Visitor Services
Genesee Country Museum