Manager of Visitor Services
The Manager of Visitor Services (MVS) will be responsible for successful management of the Visitor Services Department—supervising staff to provide a high level of customer service and satisfaction to ensure an excellent experience for on site visitors, overseeing the selling of admission tickets to the Museum, handling visitor questions and complaints, especially those not resolved at the Visitor Services Associate level, and maintaining accurate records and financial controls for ticket sales and ticketing equipment. The MVS will help ensure the Museum is in compliance with all state and local public health and safety protocols for visitors. The MVS reports to the Director of Marketing and Communications.
Essential Duties and Responsibilities
- Builds, manages, and leads the Visitor Services Department to ensure a premier experience for on-site visitors to the Museum. Provides excellent customer service for guests throughout the Museum; provides information about Museum exhibitions, programs, and provides visitors with information about the surrounding community.
- Provides input and implements a detailed plan related to public health protocols to help ensure public safety in response to CDC, State, Los Angeles County and City of Los Angeles requirements. Identifies potential areas for improvement and makes recommendations to the COO to help ensure compliance.
- Develops and helps ensure that Visitor Services Department systems, procedures and practices support effective Visitor Service operations including accessibility issues. Leads regular museum-wide training (quarterly and annually) for staff and volunteers to maintain standards and ensure compliance.
- Prioritizes the collection, analysis and use of data as a means to measure effectiveness of all aspects of Visitor Services, including ticketing, capacity, pricing, hours, and customer satisfaction.
- Assists in developing and managing the check-in process of Museum visitors, group tours, ticketing packages, and group tourism sales.
- Working with Education staff, MVS will help develop training for Visitor Services Associates to act as gallery greeters in the exhibition spaces. Trains Visitor Services staff to provide information about displays and answer basic questions from visitors about exhibition content (less than 10 minutes per family or individual, adhering to 6 ft. physical distancing).
- Helps to develop and market a Visitor Experience Tour package that includes admission and a guided tour for families and individuals. Works closely with Education staff to develop content, MVS will provide training and help modify content as needed for temporary and rotating exhibits.
- Collaborates frequently with Marketing and Membership to implement and ensure effective front line sales efforts.
- Coordinates with Departments, including Membership, Public Programs, and Education, to help ensure positive group visitation experiences. Communicates regularly with other Departments to ensure operational awareness of all Visitor Services functions.
- Oversees staff presentation, customer service training and adherence to Museum standards. Responsible for training Visitor Services staff, including new hires.
- Handle visitor concerns, comments and complaints that cannot be settled at Visitor Services Associate level.
- Provides oversight on collection and reconciliation of admissions, sales, membership, and donations received at the Front Desk and through donation boxes: Responsible for daily balancing of the register drawers. Sales include ticket admissions, memberships, public programs and classes, groups and any donation payments at the front desk and through the donation boxes throughout the Museum.
- Works with other Museum staff to help ensure the Museum is in compliance with the Americans with Disabilities Act.
- Works with other Museum staff to help ensure the Museum is in compliance with government guidance and orders to help address the spread of COVID-19, including Los Angeles County Public Health Order issues.
- Supervises and schedules staff and volunteers in Visitor Services and the Hirasaki National Resource Center (HNRC) to ensure regular daily operating hours and a consistently high level of customer service are maintained. Serves as primary contact with Altru ticketing system. Ensures all programs and reservations are correctly entered in Altru. HNRC access will be by appointment only, scheduled in advance with a minimum of 72 hours of notice.
- Using Altru, provides data/queries/reports for ticketing, public programs, rentals, events, campaigns, mailings and emails. Other reports as needed.
- Setup and maintain ticketing system emails, reservations, and surveys. Create and sustain automated ticketing emails.
- Assists with Department administration and budgeting, including building short- and long-term goals, developing and improving policies and procedures, and managing projects. Responsible for annual performance management of Visitor Services Associates.
- Assist with developing and managing annual departmental budget and staffing plans, including research and planning, reviewing and analyzing budget to actuals, and reforecasting.
- Assist and cover for public program events when needed. Training will be provided.
- Works with visitors of all ages to support the various events sponsored by the National Museum. Staffs museum-wide events per year:
- JANM’s Gala Dinner and Auction—(off-site) typically held in the Spring (April-May)
- JANM’s Family Festival Day—Oshogatsu Festival (January)
- JANM’s Family Festival Day—Natsumatsuri Festival (August)
- Member Events or Exhibition Receptions/Openings
- Performs other duties as assigned
This list is not exhaustive and may be supplemented as necessary. Incumbent will perform related duties as assigned.
Knowledge, Skills, and Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.
Bachelor’s degree preferably in business, hospitality, or related field preferred.
At least four years of experience working in customer service, ticketing, or similar field with at least two years of supervisory experience in a museum, cultural institution, and/or non-profit setting working with visitor services and volunteers is preferred. Is very detail-orientated while demonstrating strong initiative and follow through. Demonstrated leadership and flexibility to ensure a high level of customer service. Excels in the ability to multitask and prioritize under pressure. Has familiarity with overseeing reception lobby tasks or similar operations that require interacting with guests—in person, over the phone, and via email—in a professional manner. Is adept with handling cash and processing sales. Is a self-starter within a fast paced, team environment, adjusting and providing appropriate action when unanticipated needs arise. Is willing to learn and apply new skills. Knowledge of Japanese American history and culture is a plus. Familiarity with Japanese surnames and the Little Tokyo community is beneficial. Weekend and some evening hours are required.
Strong customer service skills in person, over the phone, and via email. Has excellent communication and negotiation skills. Is able to read, write, and comprehend routine reports and correspondence, including safety rules, operating and maintenance instructions, and procedural manuals. Is able to effectively present information in one-on-one, small group format, and large group format.
Is computer literate, Internet savvy, and experience with MS Office, Google Calendar, Gmail, and Altru preferred. Familiarity with Ancestry.com beneficial. Speed, accuracy, and attention to detail are essential.
Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to act on own initiative, making consistently sound decisions. Must be able to comply with institutional policies and procedures. Performs successfully when juggling and re-prioritizing multiple assignments in a fast-paced, changing work environment. Is able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Reliable follow-through on assigned projects in a complete, well-conceived, and timely manner.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
The work environment characteristics described here are representative of those the 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.
The noise level in the work environment is usually moderate.
The Manager of Visitor Services is a regular, full-time position. Please note, however, that this is an at-will position, meaning that your employment may be terminated at any time, with or without notice, and with or without cause. There is, in other words, no guarantee that you be employed until any date in the future.
Reports To: J.Duong, Director of Marketing & Communications
Positions Supervised: Visitor Services Associates and Unit Volunteers