Winterthur Museum, Garden & Library encompasses an unrivaled museum of American decorative arts in its mansion and galleries and a magnificent 60-acre naturalistic garden—all set on 1,000 gorgeous acres.
Winterthur employs a wide array of positions in the areas of curatorial, horticulture, education, conservation, library, maintenance, marketing, development, technology, and administration.
At Winterthur, employment is more than just work. The Winterthur employee is offered a unique and rewarding experience that is rich in culture and natural beauty. Winterthur considers its employees and volunteers to be among its greatest assets and welcomes applications from candidates who will contribute their specific skills to its mission “to inspire, enlighten, and delight all of its visitors while preserving and enhancing [Winterthur]” and also uphold its core values of agility, excellence, innovation, integrity, inclusion, and transparency.
JOB DESCRIPTION
The Assistant Manager of Guest Communications reports to the Manager of Visitor Services and is responsible for supporting the implementation and delivery of Winterthur’s Visitor Services operations related to the institution’s call center including ticket sales, group tour coordination, and visitor support. The Assistant Manager of Guest Communications supports the efforts of the Manager in the oversight of the call center staff through contributions to hiring, training, scheduling, evaluation, and day-to-day operational needs, while supporting the coordination and logistics of guest communication and advance visit planning.
On a daily basis, the Assistant Manager of Guest Communications supports the Manager’s supervision of a small team of call center staff, responsible for phone and email correspondence, ticket sales support, and group tour coordination. This includes task delegation, troubleshooting, escalation of guest concerns, and reporting performance issues to the Manager.
The Assistant Manager of Guest Communications oversees and responds to guest inquiries received through phone and email communication, ensuring timely, accurate, and guest-focused service. They serve as a primary point of contact for group tour bookings and advance visit coordination, communicating with group leaders and collaborating with internal departments — including Tour Programs, Engagement, School and Family Programs, Conservation, and Curatorial — to coordinate visit logistics and achieve group goals and expectations.
The Assistant Manager supports reservations, ticketing, and program booking processes within Winterthur’s POS (Point of Sale) system, including reporting, troubleshooting, and coordination related to scheduled programs and group visits. The Assistant Manager frequently acts as a liaison between guests and internal departments to resolve scheduling conflicts, special requests, and operational concerns related to advance reservations and organized visits.
The Assistant Manager is responsible for scheduling and supporting the call center team and contributes to annual budget planning by projecting staffing-related costs. As an integral member of the Interpretation and Engagement Subdivision, the Assistant Manager will provide input to help meet interpretive goals for Visitor Services, including effective guest communication, efficient coordination of advance visits and programs, fiscally responsible scheduling, impactful staff training, and the collection of visitor feedback.
Compensation: $42,000
Benefits: Including, but not limited to, medical, dental, and vision insurance; generous paid time off plan including 10 holidays, vacation, personal, sick time; 403b with employer match for eligible employees; discounts in the museum store and cafe; free general admission for you and your immediate family members.
Responsibilities
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Supports all efforts of the Visitor Services department
- Develop knowledge of Winterthur’s history and the experiences available at Winterthur
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Oversee daily guest communication channels, including phone lines and shared email inboxes, ensuring timely, accurate, and guest-focused responses.
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Serve as a primary point of contact for group tour inquiries and bookings, coordinating logistics and communicating with group leaders before, during, and after scheduled visits.
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Assist in the supervision of Information & Tours staff, including hiring support, onboarding, training, scheduling, coaching, and performance feedback.
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Resolve guest, member, and other department concerns and service issues received through phone and email communication, escalating complex situations to the Manager as needed.
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Assist in developing and maintaining operational procedures, communication standards, and training materials for Information & Tours staff.
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Manages the scheduling calendar for the Information & Tours staff
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Tracks and approves timecards for the Information & Tours team.
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Projects annual budgetary staffing needs for Visitor Services.
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Contributes to development of the Interpretation and Engagement Division’s overarching strategies related to Visitor Services
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Acts as a liaison between Visitor Services and other departments to support seamless guest experiences and efficient operational coordination.
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Greets and orients bus groups upon arrival at Winterthur
JOB REQUIREMENTS:
Minimum Experience: High School Diploma with 3+ years of experience in administrative roles or tourism environment that included scheduling, organization, project management, and staff oversight
Preferred Experience: BA or BS in business management; program administration; museum studies; or related fields with 5+ years of experience in a call center environment, administrative or public-facing role at a museum or other cultural organization
Knowledge/Skills:
1. Understanding of or ability to learn scheduling software and coordinate complex scheduling needs
2. Strong team leadership skills
3. Strong written and verbal communication skills
4. Strong computer skills; including, but not limited to, Microsoft Office Suite and CRM software
5. Engaging audiences across a range of demographics and learning styles
6. Proven skill in working closely with a team that deals with the general public
7. Able to work collaboratively as well as independently
8. Strong interpersonal skills
9. Strong customer service and conflict resolution skills
Essential Functions:
1. Supports all efforts of the Visitor Services department
2. Develop knowledge of Winterthur’s history and the experiences available at Winterthur
3. Oversee daily guest communication channels, including phone lines and shared email inboxes, ensuring timely, accurate, and guest-focused responses.
4. Serve as a primary point of contact for group tour inquiries and bookings, coordinating logistics and communicating with group leaders before, during, and after scheduled visits.
5. Assist in the supervision of Information & Tours staff, including hiring support, onboarding, training, scheduling, coaching, and performance feedback.
