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The Queens Museum seeks a professional and charismatic Visitor Services Manager (VSM) to manage a museum wide effort to enhance visitor enjoyment at the Museum. The focus of this role is on creating a welcoming environment and improving access to the Museum’s exhibitions, learning experiences, public programs and resources through hands-on community interaction at the Front of House (FOH). The VSM is a public-facing, key representative of the Museum, who will serve as the point person and coordinator for special events held on premise, working closely with external vendors, caterers, and public representatives to ensure smooth logistical operations at the FOH.
The VSM reports to the COO and collaborates with all QM staff members. The VSM supports and co-supervises a team of Museum Experience Ambassadors (MEAs) and contributes to the MEA professional development program. Ideal candidates will bring an inviting and warm demeanor, exceptional communications skills and enthusiasm for art, culture and accessibility to the VSM role. Bilingual and Multilingual candidates fluent in Spanish, Mandarin, and/or ASL are strongly encouraged to apply, as more than 160 languages are spoken across the borough of Queens. The VSM work schedule is Wednesday through Sunday onsite at the Queens Museum (100%). Attendance at special events occurring during the evenings and holidays is required.
Responsibilities
Essential Functions:
Front of House
Cultivates an inclusive environment in alignment with the QM’s strategic Inclusion, Diversity, Equity & Accessibility (IDEA) plan
Creates a culture of friendliness, hospitality and community at the FOH with a customer satisfaction based approach to visitor engagement
Builds professional relationships with various stakeholders including vendors, service providers, community leaders, school administrators, students, elected officials, artists in residence, and staff
Works closely with the QM’s Communications team to promote Exhibitions, Public engagement programs and learning experiences onsite and online
Supervision and mentorship of the Front of House MEA staff
Contributes to the MEA professional development and mentorship program, works with FOH Manager to coordinate and lead learning sessions
Coordinates and facilitates group tours in close collaboration with the QM’s education department and External Affairs teams
Networks with colleagues across the NYC cultural sector to build community with Visitor Services representatives from peer organizations
Researches developments in the Visitor Services/Experience sphere, aligning the work of the QM with best practice across the sector, brings knowledge, information and resources to the QM
Contributes key observations and insights towards cross-sector interdisciplinary accessibility initiatives
Serves as a key knowledge holder of health and safety protocols
Supports visitor data collection efforts of the QM
Supports the Development team in increasing membership
Generates attendance reports to support Development and External Affairs grant writing and research
Operations and Venue Rental:
Supervises of all special events (film shoots, weddings, galas, and corporate social events)
Coordinates special events from start to finish, proactively delivers key information to various stakeholders
Uses discretion and best judgment to resolve problems, seeks leadership support and consult
Supports the Front of House Manager in the overall operational effectiveness of the Front of House Department
Maintains an efficient and secure cash handling system
Supports the FOH Manager with management of the eticketing system
Reporting attendance figures and general visitor comments to senior staff
While this list represents the essential functions of the role, this list does not constitute an exhaustive list of job functions
Requirements
Competencies:
Exceptional interpersonal skills
Thrives in culturally diverse social settings
Well-organized with a strong attention to detail
Exercises diplomacy and composure at all times
Demonstrates resourcefulness and a creative approach to problem-solving
Displays a high level of support for colleagues, builds professional and respectful relationships with others
Adaptability and flexibility
Qualifications
Progressive prior work experience in Visitor Services/Experience, Hospitality and/or Customer Service roles (supervisory experience required)
Prior experience in interviewing, hiring, training and mentoring emerging professionals
Bilingual and Multilingual candidates are strongly encouraged to apply (Spanish, Mandarin, and/or ASL)
Educational background in Communications, Museum Studies, Art/Art History or a related field of study and/or its work experience equivalent
Requirements
Availability to work onsite at the Queens Museum Wednesday through Sunday, with regular attendance at work on evenings and holidays (Requirement)
Professional and outgoing; positive approach to teamwork and collaboration
Strong computer skills; proficiency in Google Workspace, Windows/Mac, point of sale and ticketing platforms Quickbooks, Evite (preferred)
Prior Time & Attendance experience in ADP Workforce Now (preferred)
How to Apply
Apply through our online careers portal via www.queensmuseum.org/careers
Submit a cover letter describing your interest in this position and a resume outlining previous work experience.
Compensation and Benefits:
Medical
Dental
Vision
Retirement benefits (401k savings, Pension plan, Life insurance)
Commuter benefit
Ancillary benefits (Accident, Hospitalization, AD&D)
Paid Vacation (up to 15 paid vacation days per year)
Paid Sick leave
Free admission to NYC Cultural Institutions Groups (CIG)s
EEOC Statement:
The Queens Museum is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, familial status, marital status, military status, sexual orientation, genetic information, HIV status, arrest record, gender identity, gender expression, transgender status, genetic information, domestic violence victim status, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
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Posted on April 1