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Company Name : Virginia Jamestown-Yorktown Foundation
Location : Williamsburg, VA 23185
Position : Director of Visitor Services
Job Description : The Director of Visitor Services is a critical member of the Museum Operations and Education team, responsible for the management of the Jamestown-Yorktown Foundation (JYF) Visitor Services programs located at both Jamestown Settlement and the American Revolution Museum at Yorktown. This position is responsible for daily operations and supervising a team of Visitor Services staff engaged in the delivery of a high quality experience for daily visitors and those attending events, programs and exhibitions at the museums. The Director of Visitor Services organizes the Foundation’s customer service efforts, seeing that all visitors experience excellent customer service and encounter a welcoming, visitor-centric atmosphere.
The Director of Visitor Services works both independently and collaboratively to strategize the lobby experience including ticket sales, visitor flow, check-in processes, information distribution, and data-capture, ensuring a positive visitor experience and highly effective logistics. In addition, the Director works closely with colleagues throughout the institution to help identify and measure key performance indicators for visitation and admissions revenue generation. As JYF works to seize the disruption of the pandemic to reimagine process and organizational culture, for both visitors and staff, this position will have the opportunity to evaluate the visitor service experience and team to envision new ways to serve audiences and maximize staff potential.
ESSENTIAL DUTIES/RESPONSIBILITIES:
Oversee daily Visitor Services functions, including management of all admissions functions for walk-in and online ticketing for daily admission and public programs, ensuring smooth and efficient department operations. Proactively assess and recommend enhancements and improvements that are aligned with the museum’s mission and budget.Effectively lead and manage the Visitor Services team and build positive workplace culture, including overseeing performance management and personnel issues, staff operations, hiring, training and professional development goals.Responsible for programming and managing the point of sale ticketing system, transitioning from existing ticketing system, and serving as a system administrator for training Visitor Services staff and new hires.Develop and maintain appropriate staffing models and levels to serve visitor needs and projected visitation, which fluctuates seasonally.Establish and champion an institutional customer service philosophy, developing and implementing training program(s) that instill this core service philosophy.Responsible for management and oversight of the departmental budget, including reviewing and analyzing budget to actuals, and reforecasting as necessary.Manage the preparation of daily, weekly and monthly attendance and revenue reports, as well as other reporting and goal-setting requirements.Build, improve, and manage policies and procedures that improve staff performance, maximize resources, and streamline operations.Collaborate with the Foundation’s Marketing team to ensure that information about museum visitation, exhibitions, and programs are effectively shared with the public by Visitor Services staff.Establish appropriate procedures and internal controls for ensuring cash levels and revenues balance on a daily basis.Ensure that special visitor needs, issues, or incidents are addressed appropriately and in a timely manner, and handle difficult and sensitive visitor issues that are escalated beyond the supervisory level.Collaborate and communicate in a highly productive and effective way with public programs, operations, administration, security, and other staff on all visitor-related issues, including leading and participating in regular interdepartmental planning meetings.Create interdepartmental relationships to ensure that departmental and institutional goals are met, with a particular focus on connecting the work of Visitor Services and the new Visitor Experience team.Work with and support front-line visitor services staff to ensure there is coverage at both museums to meet visitor needs.
Minimum Qualifications
Strong engagement with and knowledge of visitor service principles, practices, and procedures; and museum/attraction audiences.
Demonstrated competency with point of sale systems and cash handling experience.
Experience with personnel and budget management, staff development and training, team building, and ability to work productively and collaboratively with all levels of management and staff.
Professional and positive attitude and demeanor, with exceptional communication skills, in both public-facing and internal meetings, and discussions, including demonstrated skill in presenting information and facilitating positive dialogue with public.
Ability to take initiative and solve problems creatively.
Excellent communication skills with the ability to relate to diverse audiences and staff (age, abilities, cultures, etc.)
Demonstrated strength in managing time, completing tasks, and being proactive, accountable, and adaptable with competing demands on attention and changing priorities and deadlines.
Excellent organizational abilities, analytical skills, and attention to detail.
Excellent judgment, professionalism, and discretion in handling confidential and sensitive situations and matters.
Ability and willingness to work a flexible schedule, including weekends, evenings, and holidays as needed.
Preferred Qualifications
Minimum of five (5) years of visitor or customer service experience in a management capacity, preferably in a museum or attraction setting.
Special Requirements
Special Instructions to Applicants
Please submit an application either online at https://virginiajobs.peopleadmin.com/ or by contacting Human Resources at hr@jyf.virginia.gov for additional application options. Applicants only will be screened based on what is presented in the Commonwealth of Virginia employment application and related documents. We are committed to providing equal employment opportunities for all persons and applicants, without regard to age, color, disability, gender, national origin, political affiliation, genetic information, race, religion, sexual orientation, sex (including pregnancy) or veteran status. JYF encourages and invites minorities, women, individuals with disabilities and veterans to apply. We also consider all qualified applicants regardless of criminal histories, in a manner consistent with legal requirements.
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