Visitor Services Manager
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Visitor Services Manager
Front of House
Chief Operating Officer
Queens Museum, onsite (100%)
About the Queens Museum:
The Queens Museum is dedicated to presenting the highest quality visual arts and educational programming for people in the New York metropolitan area, and particularly for the residents of Queens, a uniquely diverse, ethnic, cultural, and international community.
The Museum fulfills its mission by designing and providing art exhibitions, public programs, and educational experiences that promote the appreciation and enjoyment of art, support the creative efforts of artists, and enhance the quality of life through interpreting, collecting, and exhibiting art, architecture, and design.
The Queens Museum seeks a professional and charismatic Visitor Services Manager (VSM) to manage a museum-wide effort to enhance visitor enjoyment at the Museum. The focus of this role is on creating a welcoming environment and improving access to the Museum’s exhibitions, learning experiences, public programs, and resources through hands-on community interaction at the Front of House (FOH). The VSM is a public-facing, key representative of the Museum, who will serve as the point person and coordinator for special events held on-premise, working closely with external vendors, caterers, and public representatives to ensure smooth logistical operations at the FOH.
The VSM reports to the COO and collaborates with all QM staff members. The VSM supports and co-supervises a team of Museum Experience Ambassadors (MEAs) and contributes to the MEA professional development program. Ideal candidates will bring an inviting and warm demeanor, exceptional communications skills, and enthusiasm for art, culture, and accessibility to the VSM role. Bilingual and Multilingual candidates fluent in Spanish, Mandarin, and/or ASL are strongly encouraged to apply, as more than 160 languages are spoken across the borough of Queens. The VSM work schedule is Wednesday through Sunday onsite at the Queens Museum (100%). Attendance at special events occurring during the evenings and holidays is required.
- Front of House
- Cultivates an inclusive environment in alignment with the QM’s strategic Inclusion, Diversity, Equity & Accessibility (IDEA) plan
- Creates a culture of friendliness, hospitality and community at the FOH with a customer satisfaction based approach to visitor engagement
- Builds professional relationships with various stakeholders including vendors, service providers, community leaders, school administrators, students, elected officials, artists in residence, and staff
- Works closely with the QM’s Communications team to promote Exhibitions, Public engagement programs and learning experiences onsite and online
- Supervision and mentorship of the Front of House MEA staff
- Contributes to the MEA professional development and mentorship program, works with FOH Manager to coordinate and lead learning sessions
- Coordinates and facilitates group tours in close collaboration with the QM’s education department and External Affairs teams
- Networks with colleagues across the NYC cultural sector to build community with Visitor Services representatives from peer organizations
- Researches developments in the Visitor Services/Experience sphere, aligning the work of the QM with best practice across the sector, brings knowledge, information, and resources to the QM
- Contributes key observations and insights towards cross-sector interdisciplinary accessibility initiatives
- Serves as a key knowledge holder of health and safety protocols
- Supports visitor data collection efforts of the QM
- Supports the Development team in increasing membership
- Generates attendance reports to support Development and External Affairs grant writing and research
Operations and Venue Rental:
- Supervises of all special events (film shoots, weddings, galas, and corporate social events)
- Coordinates special events from start to finish proactively deliver key information to various stakeholders
- Uses discretion and best judgment to resolve problems, seeks leadership support, and consult
- Supports the Front of House Manager in the overall operational effectiveness of the Front of House Department
- Maintains an efficient and secure cash handling system
- Supports the FOH Manager with management of the e-ticketing system
- Reporting attendance figures and general visitor comments to senior staff
While this list represents the essential functions of the role, this list does not constitute an exhaustive list of job functions
- Exceptional interpersonal skills
- Thrives in culturally diverse social settings
- Well-organized with strong attention to detail
- Exercises diplomacy and composure at all times
- Demonstrates resourcefulness and a creative approach to problem-solving
- Displays a high level of support for colleagues, builds professional and respectful relationships with others
- Adaptability and flexibility
- Progressive prior work experience in Visitor Services/Experience, Hospitality and/or Customer Service roles (supervisory experience required)
- Prior experience in interviewing, hiring, training, and mentoring emerging professionals
- Bilingual and Multilingual candidates are strongly encouraged to apply (Spanish, Mandarin, and/or ASL)
- Educational background in Communications, Museum Studies, Art/Art History or a related field of study and/or its work experience equivalent
- Availability to work onsite at the Queens Museum Wednesday through Sunday, with regular attendance at work on evenings and holidays (Requirement)
- Professional and outgoing; a positive approach to teamwork and collaboration
- Strong computer skills; proficiency in Google Workspace, Windows/Mac, point of sale and ticketing platforms Quickbooks, Evite (preferred)
- Prior Time & Attendance experience in ADP Workforce Now (preferred)
How to apply:
Submit a cover letter describing your interest in this position and a resume outlining previous work experience.
Compensation and Benefits:
- Retirement benefits (401k savings, Pension plan, Life insurance)
- Commuter benefit
- Ancillary benefits (Accident, Hospitalization, AD&D)
- Paid Vacation (up to 15 paid vacation days per year)
- Paid Sick leave
- Free admission to NYC Cultural Institutions Groups (CIG)s
The Queens Museum is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, familial status, marital status, military status, sexual orientation, genetic information, HIV status, arrest record, gender identity, gender expression, transgender status, genetic information, domestic violence victim status, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
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The Queens Museum is dedicated to presenting the highest quality visual arts and educational programming for people in the New York metropolitan area,...