Manager of Visitor Experience

COMMITMENT TO RACIAL EQUITY

The Missouri Historical Society commits to a process of listening attentively to one another and leveraging best practices and resources across our organization to promote a culture of inclusion where individuals from all racial and ethnic identities; ages; nationalities; social and economic statuses; sexual orientations; gender identities/expressions; religious, political, and ideological perspectives; and abilities are able to be engaged, feel valued, and thrive. click here for the full Commitment to Racial Equity

Position Summary:

The Missouri Historical Society seeks to hire a Manager for Visitor Experience. This position works together with the team to provide exceptional customer service and foster a welcoming and engaging environment ensuring guests of all backgrounds and abilities can make personal connections to history. This position is responsible for building a dedicated team of front-line staff who welcome visitors to the museum, possesses a strong understanding of visitor needs, and actively cultivating visitor engagement to the next level of involvement through membership. The Manager of Visitor Experience also helps to ensure that the public facing parts of the museum are operating properly for maximum visitor enjoyment.

Scheduled shifts may vary weekly depending on the History Museum's programs, private rentals, and events. The expectation is that each team member must work a weekend day (one Saturday or Sunday per week) and some evenings.

Essential Functions:

Visitor Engagement and Accessibility:

• Develops, maintains, and models a superior level of customer service for all visitors
• Actively engage visitors with opportunities involving the MHM membership program
• Coordination of day-to-day functioning of the public facing aspects of the Missouri History Museum
• Current on MHS best practices for accessible elements to improve the visitor experience
• Coordinates with the Manager of Evaluation to execute visitor data collection as a part of the museum's larger evaluation initiative

Leadership:

• Hire and supervise Visitor Experience staff providing mentorship, guidance, training, and support
• Serve as an intermediary between front-line staff and department leadership
• Serve on institution wide committees and teams
• Serve as support for front line Visitor Engagement staff experiencing a challenging visitor interaction
• Actively involved in creating and facilitating customer service training and other professional development tools for team
• Work closely with membership to develop and train front line staff to understand the membership goals and objectives
• Communicate and meet regularly with Visitor Experience colleagues at St. Louis area attractions including but not limited to the ZMD partners, and Forest Park locations

Other Duties:

• Use a variety of methods and tools to track and report attendance and evaluate other programs and museum features
• Attend monthly staff meetings and training sessions as assigned
• All other duties as assigned

Qualifications:

• Bachelor's degree in hospitality, communication, history or related fields
• A minimum of 5 years of experience working with the public
• A minimum of 1 (to 2 years) of supervisory experience is required
• Must enjoy working with the public and demonstrate friendliness, enthusiasm and customer-centered approach
• Experience working in a non-profit institution or attraction is preferred
• Experience with POS ticketing system is preferred

Preferred Qualification:

• Knowledge and experience working with the Altru system is a plus

Skills:

• Demonstrated ability to take initiative to build relationships and engage members of the public is required
• Demonstrated ability to handle high stress situations with the public and anticipate and address needs and problems with professionalism and empathy
• Demonstrated ability to manage, lead, train and motivate a team
• Outstanding personal communication skills both written and verbal
• Organized and detail oriented with the ability to multitask and prioritize in an ever-changing and fast paced environment
• Knowledge of best practices for visitor engagement in museums
• Knowledge of best practices for accessibility in museums
• Proficiency with Microsoft Office programs
• Experiences promoting an organization's brand, mission, membership, programs, and/or products is a plus
• Familiarity with local history and St. Louis-area attractions are a plus

Preferred Skills:

• Multi-lingual capabilities are a plus

Deadline to Apply: Open until filled.

Please upload cover letter and resume when applying.

*External job boards: Please click this link, to apply.

An Equal Opportunity/Affirmative Action Employer

Services Provided On A Non-Discriminatory Basis

Current Openings for Manager of Visitor Experience Jobs at Missouri History Museum