Manager of Visitor Services

The Manager of Visitor Services oversees the daily operations of the front-line experience for all visitors to the Walters, ensuring staff presence in Visitor Information areas across three entrances and throughout the Museum to create a welcoming atmosphere, greet and assist with visitors’ various needs; provide basic information about the museum collection and campus; and resolve routine customer issues and complaints.

The Manager supervises Visitor Services paid staff and volunteers, ensuring a high level of customer service is valued, conducting training, communicating in a regular, concise and engaging manner and providing updated and accurate reference materials for Museum procedures, policies, activities and events. The Manager plans and implements volunteer enrichment and engagement strategies as a key component to volunteer retention. The Manager takes the lead on membership sales and renewals at the Visitor Information areas and ticketing procedures when necessary; collects customer data and conducts evaluation as a tool to learn more about visitors to the Walters and make recommendations on how to better serve them through excellent visitor experiences.

Key Responsibilities

  1. The Manager of Visitor Services oversees the daily operations of the frontline experience for all visitors to the Walters, ensuring staff presence in Visitor Information areas across three entrances and throughout the Museum, to assist and support visitors’ needs; provide basic information about the museum collection and campus; and resolving routine customer issues and complaints by:

    • Taking the lead on staffing Visitor Information areas as needed and working collaboratively with the Visitors Services Associates to review the daily volunteer schedule and prioritizing levels of coverage based on museum events to ensure that all Visitor Services locations are staffed during open hours
    • Modeling excellent customer service for volunteers and staff, including proactive greeting and interaction with visitors to direct them towards galleries, exhibitions and installations, amenities, and information about membership
    • Communicating regularly with volunteers to request shift coverage as needed and tracking attendance to ensure each volunteer is meeting the required monthly minimum of service hours.
    • Collaborating with Security managers and officers to address safety protocols and customer service policies for a consistent, safe and pleasant experience from frontline staff and facilities.
  2. The Manager supervises Visitor Services paid staff and volunteers, conducting trainings and providing updated and accurate reference materials for Museum procedures, policies, activities and events.
    • Recruiting a diverse and enthusiastic corps of volunteers; training all volunteers on policies, procedures, exhibitions and installations and general layout of Walters so that visitors have current information on programs and events
    • Maintaining Volunteer Handbook, Training Guides, Desk Resources and Daily Schedules for accuracy and easy reference by all volunteers and staff.
    • Creating and maintaining open lines of communication across departments and offices to gather and distribute relevant information in a clear and concise manner.
    • Attending all necessary meetings as an advocate for the visitor and Visitor Services staff and volunteer corps; including scheduling meetings to ensure the S/he knows about all activities and events in the museum and is able to communicate that with Visitor Services staff and volunteers through verbal and written methods.
  3. Contributes to the planning and implementation of engagement strategies and enrichment goals for volunteer appreciation, continuing education and ongoing training by:
    • Working with Director of Visitor Services to outline regular and ongoing in-service training sessions for current volunteers, including refreshers on customer service best practice, membership benefits and purchase/renewal procedures, emergency and safety procedures, and others as needed.
    • Coordinating regular Visitor Service volunteer meetings, to facilitate information distribution, forums for direct feedback and idea sharing, as well as social networking and community building among volunteers and staff.
    • Prioritizing volunteer appreciation through daily interactions, respectful exchanges, thoughtful gestures or opportunities for special attention and social events.
  4. Performs administrative functions in order to ensure that all data for Visitor Services is accurate and correct by:
    • Working with Director of Visitor Services and Visitor Services Associates to identify areas for improvement and efficiencies in administrative duties, interdepartmental communication, and the visitor experience.
    • Maintaining records of all Visitor Services equipment and repair
    • Collecting visitor data through evaluations, demographics or other exchanges, as requested
    • Supporting internal budget processes, preparing reports, memoranda, personnel forms, emails re Visitor Services issues as requested by the Director of Visitor Services
  5. Conduct daily inspections of the three entrance lobbies (Centre Street Atrium and Inner Lobby, Charles Street, and Upper Charles Street) in order to ensure that it is equipped and ready for daily opening and special events, reflecting cleanliness and safety for our         visitors prior to opening by:
    • Conducting periodic inspections during the day and notifying maintenance or security when assistance is needed.
    • Stocking brochures and materials in the racks and notifying appropriate staff, in a timely manner, when reprinting is needed
    • Reviewing current signage for accuracy; communicating recommendations for edits, changes or new signage to better serve visitors
    • Collaborating with Security officers and Maintenance staff to ensure a consistently safe, clean and welcoming atmosphere for visitors
  6. Operates and manages point of sale and membership purchases/renewals as needed, and facilitates any required ticketing or registration procedures by:
    • Selling tickets and facilitating registration to visitors as needed for programs requiring admission; following all proper protocols for secure and accurate financial records and transactions.
    • Providing training to appropriate staff on all aspects for point of sale in his/her absence
    • Selling museum memberships and collaborating with Membership Department to ensure that Walters’ members are greeted and serviced at the front-of-house, in a coordinated and collaborative fashion.
    • Collecting customer data and conducting evaluation as a tool to learn more about visitors to the Walters and make recommendations on how to better serve them through excellent visitor experiences.

Required Experience and Skills

  • BA in Business, Administration, Hospitality, or Visitor Services
  • Three years of experience in visitor service, retail or hospitality to include supervision of staff
  • Excellent hospitality and customer service background
  • Some knowledge of the principles and practices of volunteer management and an interest in art history and museum practice.
  • Must have excellent written and verbal communication skills; excellent interpersonal and public relations skills
  • Competence in handling money and preparing daily visitor reports and computer proficiency (Word, Excel, Vista for Windows, Raisers Edge and Outlook).
  • Ability to evaluate problems, determine causes of events, formulate and recommend solutions, and interact with a diverse group of people.

Some office work. Alternative working station at Visitor Information desks, in public areas of the Museum. Extended periods of standing and walking may be required. Must be able to lift at least 10 lbs.

This job description reflects management’s assignment of essential functions. The Walters Art Museum reserves the right to make changes to the job at anytime as the need arises.

Salary is commensurate with experience. We offer an attractive benefits package. For consideration, send your resume, cover letter and salary requirement to jobs@thewalters.org. Application end date is June 6, 2018.

An Equal Opportunity, Equal Access Employer.

A smoke and drug free workplace.

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