Job Posting - Manager of Visitor Services

Please Touch Museum®, is a non-profit organization accredited by the American Association of Museums, with the mission of creating learning opportunities through play for young children and families.  The Museum seeks an experienced, professional and dynamic Manager of Visitor Services to provide high-quality service to on-site visitors. The Visitor Services Manager provides staff with the information, training and resources for excellent visitor service and creates visitor services systems for efficient operations. Responsible for the managing and conceptualizing, developing and programing, and training of team members for the Visitor Services Department.

Responsible for maintaining effective customer service for Please Touch Museum visitors by utilizing excellent, in-depth knowledge of the Museum’s exhibits and programs.

Responsibilities are:   Oversee the management of the Visitor Service Department; build and maintain a strong functional team through coaching, team building and succession planning; provide oversight to floor operations; administer and implement with staff all Museum policies, procedures, systems and standards; maintain a strong presence on the floor to insure quality service and provide quick resolutions to visitor concerns; develop and implement institution-wide customer service orientation and year-round training programs for public staff; is a spokesperson for visitor comments related to hospitality services and general visitor service expectations; develops and implements procedures pertinent to the effective and efficient operation of the Visitor Service performance standards to meet service goals of the Museum; provides feedback to the Museum regarding exhibit structures or visitor concerns; responsible for administrative duties, such as, but not limited to: scheduling, performance documentation through Access, timesheets, and reporting; hire, train, develop and appraise staff effectively; work cross-departmentally with all departments to ensure day-to-day information and visitor service processes needed to support Museum initiatives are well developed and implement these processes effectively.       Requirements: Bachelor’s degree in Business, Tourism, Hospitality, Communications, or related field ; A minimum of five years’ experience in visitor service or the hospitality industry ; Three to five years of supervisory experience with a demonstrated ability to lead employees and get results; proven ability working with the public and demonstrated friendliness, professionalism, enthusiasm and a customer-focused approach; demonstrates excellent time management & organizational skills; effective leadership skills that can energize multi-disciplined work teams to respond to business needs; proven ability to work independently and effectively handle multiple assignments; must be able to work a flexible work schedule including weekends and evenings; excellent verbal, written and verbal presentation  skills required; and proven experience with negotiation, problem analysis and problem resolution.   Please Touch Museum offers an excellent work environment, a comprehensive benefit package and competitive salary.  To apply for this great opportunity, please mail your cover letter, résumé and salary requirements to: Director of Human Resources, Please Touch Museum, 4231 Avenue of the Republic, Philadelphia, PA 19131; fax to: (215)-581-3182; Email: jmeyers@pleasetouchmuseum.org.  215-581-3189     EOE