Description:
The Visitor Experience Coordinator oversees the day-to-day guest-facing operations of the museum, including customer service and floor staff supervision. The Visitor Experience Coordinator advances the mission of the Children’s Museum of the East End by creating and maintaining a positive and enriching play experience for both children and caregivers alike. Key parts of the position include overseeing operations of the Front of House, ensuring all guests receive excellent customer service from the moment they enter, and addressing guest experiences and opportunities, such as scheduling birthday parties and registering for events. Additionally, the Visitor Experience Coordinator ensures that exhibits are well staffed and maintained throughout the day.
Ideal candidate is an organized individual who has a knack for customer service, especially with young children and families, has experience supervising staff – especially early career hourly employees, is a thoughtful and diplomatic colleague, is flexible in times of great change, and understands the value of play, and is bilingual.
The Visitor Experience Coordinator act as Manager on Duty on on weekends and is responsible for:
- Supervising front desk and floor staff and volunteers including hiring, onboarding, scheduling, payroll, annual and ongoing reviews, etc.
- Oversee the visitor experience at the museum, ensuring all staff maintain a welcome, helpful, safe, clean and professional atmosphere.
- Ensure museum staff follow through on safety and sanitation.
- Manages reservations and membership processes including sales, registration, payment, confirmation, and participant records.
- Manage the scheduling and execution of birthday parties and private museum rentals and identify ways to enhance this area of operations.
- Maintains a welcoming environment by supporting Visitor Services and Play Staff to ensure all team members are extremely professional and approachable and are engaged with and can articulate the Museum’s mission.
- Responds to visitor questions and quickly and satisfactorily resolves any issues, including diffusing situations; escalates situations to the management team as needed.
- Gathers feedback about the Museum experience or ticketing policies from guests and relays to management team for process/procedure improvements.
- Makes recommendations regarding general lobby and lobby office operational improvements and suggests ways and methods to streamline procedures to attain greater efficiencies.
- Manages orders for snack bar and, birthday party supplies.
- Work with Administrative team to plan and execute special events, with oversight over hourly museum staff and visit experience.
- Compiles all pieces of end-of-day revenue reconciliations, including gathering attendance admissions information from all sources to create the Weekly report.
- Maintains a thorough knowledge of all lobby processes and ticketing systems, including performing minor troubleshooting when required.
- Fulfill other tasks and duties as assigned.
Knowledge, Skills, and Abilities
- Working knowledge of Microsoft Office suite and willingness to learn the Museum's POS system.
- Ability to clearly communicate verbally and in writing.
- Ability to organize tasks and time to ensure timely completion of all projects.
- Ability to successfully manage and supervise entry level professionals and volunteers.
- Must be able to work a flexible schedule, including weekends, holidays as needed and occasionally evenings.
- Ability to interact comfortably with culturally and linguistically diverse kids and families, with varying abilities.
- Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, visitors and general public.
Ideal candidates possess:
- 4+ years of customer service experience. Experience in the hospitality, leisure, non-profit or educational sectors a plus.
- 2+ years of experience supervising staff.
- Degree in hospitality, education, communications, museum studies or other related field, or commensurate professional experience.
- Spanish speaking a plus.