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Visitor Services Manager

Visitor Services Manager

locationUnited States
PublishedPublished: 2/21/2024
Full Time

20-Feb-2024

Visitor Services Manager

Harvard Art Museums

65098BR

Job Summary

The Harvard Art Museums are looking for an experienced, enthusiastic, solutions-focused individual with a genuine interest in public facing customer service interactions in a fast-paced museum environment with a growing and diverse audience.

The Visitor Services Manager will be responsible for managing the daily operations in the Visitor Services areas to ensure a seamless, welcoming and inclusive experience for all visitors. The Visitor Services Manager will manage a team of Visitor Services Assistants including hiring and training, supervising and conducting performance reviews. The Visitor Services Manager will be responsible for overseeing reconciliation and deposit of Visitor Services revenue, including overseeing the financial processes and PCI compliance for the shop and Visitor Services Assistants team.  The Manager will be responsible for conducting annual shop inventory. In collaboration with other departments, the Visitor Services Manager will help organize special events and programs with a focus on excellent customer service.

The Visitor Services Manager position is full-time, Tuesday-Saturday. Evenings and holidays are required, including staffing the monthly Late Night event. This position requires scheduling flexibility including working evening hours and holidays.
 

Position Description

Manage day-to-day operations of Visitor Services areas:

  • Hire, train, and supervise staff, including providing leadership and performance management.
  • Assess, develop and deliver customer service and relevant training to ensure highest quality of visitor experience.
  • Develop onboarding process and materials.
  • Oversee the shop/front desk opening/closing procedures.
  • Create weekly and daily staffing schedules for Visitor Services Assistants to ensure smooth daily operations across all staffing posts.
  • Review and coordinate requests for vacation and personal days to ensure adequate coverage.
  • Consistenly manage communication with Visitor Services Assistants to keep them informed and updated on exhibitions, programs, events and other museum activities. Hold regular meetings.
  • Monitor visitor experience throughout the day and make adjustments as needed to supported visitors’ needs.
  • Manage difficult conversations and situations to resolve customer service or systems issues.
  • Assist with the shop orders, research vendors and receive merchandise.
  • Generate shop performance reports and conduct annual shop inventory. Resolve inventory discrepancies.
  • Assist with coverage during lunch breaks and absences.
Administrative:
  • Serve as main point of contact with university cash management office. Complete and submit all necessary applications and paperwork.
  • Oversee reconciliation and deposit revenue collected by Visitor Services (sales from the shop, on-site donations, distributor sales, royalty payments and special orders) by reviewing Visitor Services Assistants’ daily reconciliation, resolve any discrepancies, code revenue, calculate tax, and make deposit.
  • Serve as a point person for PCI compliance for the shop and Visitor Services Assistants team. Complete annual PCI compliance certification. Collaborate with Visitor Services Operations Manager to compile and provide PCI compliance reports for the university.
  • Serve as point person for or assist with vendor contracts as necessary.
  • Develop materials and train staff on cash management process and PCI compliance using POS system and credit card machines in collaboration with Visitor Services Operations Manager.
  • Oversee visitor data collection and visitor experience surveys implementation.
  • Generate attendance reports for use in various reporting across the musems.
  • Collaborate with Marketing and Membership departments on special opportunities focused on increasing attendance and visitor satisfaction.
  • Assist with preparing department budget, monitor expenses and financial processes.
  • Serve as a point person for accessibility questions. Support efforts to increase accessibility to individuals with disabilties and visitors to whom English is not the primary language.
Other:
  • Serve as backup for Director of Visitor Services, Facilities Rentals Manager and Visitor Services Operations Manager as needed.  
  • Maintain a thorough knowledge and understanding of financial, Point of Sale and ticketing systems.
  • Greet and orient groups and visitors, as needed.
  • As needed, create events function forms and update Events Calendar.
  • Collaborates with colleagues and divisions across the museums and university.
  • Perform related duties as required.

Basic Qualifications

Candidates MUST meet the following basic qualifications to be considered for this role:

Bachelor’s Degree and minimum of five years of related experience working in a public service environment with 3 years minimum supervisory experience.

Additional Qualifications and Skills

Financial record keeping skills and accounting training; accuracy and attention to detail. Experience in customer service training, supervision and using Point of Sale system. Excellent interpersonal, organizational and communication skills. Computer skills, including database, MS Office Suite (Word, Excel, etc.). Strong customer service skills with ability to work effectively with the public in a fast paced high volume atmosphere.  Ability to identify and carry out projects.  Interest in museums and art a plus.  Ability to work independently with minimal supervision.  Must be punctual, reliable, and flexible with work schedule.
 

Physical Requirements

Must be able to lift up to 30 lbs; stooping, kneeling and work on ladders.
 

Additional Information

Requires appropriate attire as described by department.  Must present a clean, neat and professional image at all times.  The Harvard Art Museums are open year round, so this position will be scheduled to work on some holidays and during winter recess.   

Please note: this is an on-site position.

About The Harvard Art Museums
Ever since their founding, the Harvard Art Museums—the Fogg Museum, Busch-Reisinger Museum and Arthur M. Sackler Museum—have been dedicated to advancing and supporting learning at Harvard University, in the local community, and around the world. Displayed in galleries that mix not only media but schools of art, the collection at Harvard is celebrated and interrogated within a larger story of artistic expression and historical and contemporary issues. The diverse collection is among the largest in the United States. Through research, teaching, professional training, and public education the museums strive to advance the understanding and appreciation of art.

The museums value staff diversity and are committed to building a culturally diverse community. We encourage candidates from underrepresented groups to apply.
Please note: the health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up to date on CDC-recommended vaccines.

Schedule: Tuesday through Saturday

 

Work Format Details

This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Benefits

We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

  • Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
  • Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
  • Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
  • Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
  • Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
  • Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
  • Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
  • Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
  • Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

General Administration

Department Office Location

USA - MA - Cambridge

Job Code

358057 Admin Pro/Indiv Contrib

Work Format

On-Site

Sub-Unit

------------

Salary Grade

057

Department

Visitor Services

Union

00 - Non Union, Exempt or Temporary

Time Status

Full-time

Pre-Employment Screening

Credit, Criminal, Identity

Schedule

Full time. Tuesday through Saturday. 35 hours per week. 

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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