Director of Visitor Services

Philadelphia Museum of Art

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Through personal exchange and informed interactions with our visitors, Visitor Services strives to provide a superior visitor experience. We create an environment of welcome and belonging, offering ideas to visitors to help them feel comfortable and enjoy their time at the Museum.

The Director of Visitor Services leads the visitor services team in providing the highest quality customer experience for Museum visitors and members effectively and efficiently. Delivering a level of service that encourages repeat visits and turn visitors into members across the entire Museum campus. The Director of Visitor Services manages a team of Managers of Visitor Services (4), a Visitor Services Supervisor, between 30-40 Visitor Services Assistants and Parking Attendants (4).

  • Sales and Service Management and Customer Service

Supervise scheduling of front-line teams to ensure appropriate staff coverage at all times while being mindful of payroll expense.

Supervise front-line staff and volunteers, providing a regular management presence for staff and visitors.

Supervise Art Museum Drive Operations, including parking, ensuring a positive experience.

Proactively address customer problems and concerns, turning negative experiences into positive ones.

Motivate staff to proactively serve visitors and sell memberships, audio tours and extras.

Monitor supervisors and staff to ensure that performance of procedures, implementation of policies, and customer service meet defined standards.

  • Training

Take the lead with customer service, special exhibition, and general museum training for personnel who serve the public, including Food and Beverage staff, Education, Security and others.

Work with IIT to provide training for the ticketing system and the fundraising system.

Assist with development and implementation of training program for Parking Operations, Admissions, Membership and Information Desk and Volunteers.

  • Public Planning for Special Exhibitions and All Times

Working with the Director of Visitor Operations and Membership, coordinate and implement key aspects of the public planning efforts for special exhibitions.

Work to ensure that the front-line staff (Admissions, Store, Security, Membership and Information) and operators are well-informed and able to provide accurate public information.

Ensure that the exhibition fact sheet, ticketing policies, extended hours worksheets, and other public planning documents are up-to-date and accurate.

Facilitate the bi-weekly Public Planning meeting to ensure all parties are aware of the activities in the Museum that will impact the visitor experience. Proactively adjust operations to ensure the visitor experience is not hindered in any way.

  • Financial, Ticketing System and Sales Management

Responsible for cash management, using reports to determine staff performance.

Oversee opening and closing procedures to ensure that all duties are completed accurately and fully.

Work with the Director of Visitor Operations and Membership to develop incentive and motivation plans to meet performance goals for service and sales.

Provide training and supervision for accurate ticketing system and parking system use.

Support and develop initiatives to increase revenue in Admissions, Membership and Parking.

Create the operating budget for Admissions, Parking and Rodin Museum annually. Ensure budget revenues and expenses are monitored and met.

Prepare invoices for payment.


BA / BS degree along with a minimum of five years demonstrated supervisory experience (preferably of a large staff) in the hospitality industry, a museum setting or other cultural institution

Proven record of exceptional customer service

The ability to effectively communicate (both verbally and in writing) with diverse groups of visitors and staff

Strong interpersonal skills, team orientation and the ability to collaborate with others

Excellent organizational skills and able to shift as priorities change

Availability to work Tuesday through Sunday with evening hours on Wednesdays and Fridays as well as holidays. During special exhibitions, additional hours will be required.

An interest or knowledge of the arts is highly desirable