The Visitor & Member Services Lead is responsible for the successful management of daily operations of the front of house by overseeing the public face of the PMML and ensuring the highest standards of customer service. This position is responsible for overseeing visitor services associates and the sales desk of the Museum. This position will also take ownership of the Museum gift shop and associated inventories/sales. They will be responsible for scheduling tours and field trips within the Museum space and assist with other Special Events and Rentals. This role will provide customer service to patrons by answering questions, directing people to resources within the Museum & Library, promoting the gift shop, programs, and membership as well as answering phone calls, dealing with customer service escalations, and responding to general email inquiries.
ESSENTIAL POSITION QUALIFICATIONSInterest in history preferred2+ years in hospitality, retail sales, visitor services, or similar industry1 year of management experience preferredProficiency in Microsoft Office Suite, data management, and POS systems (point of sale and CRM systems – Shopify and Tessitura preferred)Personable, articulate, dependable, organized, and attentive to detailExcellent verbal and written communication skillsAttention to detail, ability to meet deadlines, and multi-taskExperience with cash handling and monetary reconciliation processesExperience in retail merchandising, product development, and buying preferredPhysical duties include lifting up to 30 lbsCurrent is or would be willing to become First Aid certified and maintain certificationsAvailability to work Wednesday – Saturday schedule and flexibility to work nights and weekends, as needed for special events and mandatory all hands programs ASSIGNED RESPONSIBILITIES AND DUTIESWill report directly to the Operations ManagerAssist with the creation of and oversee the implementation of daily operations/SOP for retail and museum admissions deskActs as weekend key holder, ensuring the building is properly opened for guests and staff and locked once all others have exited.Assist in the setup of programs and special events as neededTrain and supervise customer service staff, volunteers, and internsMonitors general inquiry email inbox, responding or forwarding as appropriate.Places retail and supply orders for the gift shop.Fulfills online retail orders.Schedules exhibit tours and field trips.Responsible for cash handling, register reconciliation, deposits, and inventoriesLearn script to lead guided tours as needed.Ensure a safe, clean, well-maintained appearance of front facing staff and facilitiesAssist in forecasting and budgeting for the gift shop/admissions deskMaintain a friendly, helpful atmosphere in all front-of-house duties including selling tickets, answering questions, and greeting patronsResponsible for the front of house and retail accounts payable and receivable – recording and reporting to/for the Operations ManagerAssist in monthly and year-end financial and operational reporting
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