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Director of Visitor Services

  • 12 Feb 2024 9:38 AM
    Message # 13314155


    Position: Director of Visitor Services

    Reports to: Vice President of Visitor Engagement and Retail Operations

    Primary Function: Direct oversight and accountability for the day-to-day operations of the admissions and retail store and their customer service team at Genesee Country Village & Museum.

    Supervises: 2.5 full-time staff, 6-8 part-time seasonal customer service staff

    Hours/Status: Full-time/year-round, weekends required frequently. 

    Salary: $25-28/hour

    Overview: GCV&M welcomes close to 100,000 visitors annually for special programs, school field trips, private events, and daily admissions. The Visitor Services team is the “front door” of the Museum and provides guests services including admissions, food and beverage services, retail services, facility rentals, and group and private sales. This position will manage activities that support and guide admissions and retail services including (but not limited to) staff hiring, training, and scheduling; online ticketing creation and management; attendance and retail benchmarking and reporting; point of sale, ecommerce, and CRM systems; facilities and equipment management; customer communication; wayfinding and signage systems; vendor and partner relationships; and retail merchandising. It will collaborate with departments across the Museum and strive to provide the best customer service possible to visitors and colleagues.


    Provide leadership for the day-to-day operations of the admissions department. (45%)

    · In consultation with the Vice President of Visitor Engagement and Retail Operations, advise on admissions strategies related to event pricing, timing, and details to maximize the department’s resources and maximize the Museum’s earned income potential.

    · Evaluate, advise, and execute visitor services logistics related to the Museum’s programs and events including online and on-site admissions ticketing, customer orientation and flow, and reporting.

    · Work in tandem with the Director of Communications and Marketing on efforts related to the marketing of the Museum’s events, with particular attention to customer perspective, consistency across channels, and timely and accurate information.

    · Coordinate and distribute onsite visitor information (maps, day sheets, wayfinding, menus, flyers, membership and donor materials, etc.);

    · Lead the department in data collection and reporting admissions sales and attendance on a consistent basis.

    · Create and manage budget for admissions departments. 

    · Help to develop, communicate, and enforce Museum policies.

    · Support, collaborate, and share information with all Museum departments and operations as necessary.

    Provide leadership for the day-to-day operations of the Museum’s retail stores. (35%) 

    · In partnership with the Vice President of Visitor Engagement and Retail Operations, help to develop and execute season-long strategies for retail buying and pricing for two retail locations and pop-ups as needed 

    · Oversee day to day operations of point-of-sale system in retail and ecommerce system (including sales, cash management and reconciliation, and reporting);

    · Create and manage budget for retail store. 

    · Purchase all merchandise for the museum shops; receive goods, set prices, and control level of purchasing inventory.

    · Help drive daily retail sales (store, restaurants) and membership sales through effective cross-merchandising displays.

    Staff Management, Hiring, and Training (15%)

    · Hire, train, and coordinate full-time and seasonal staff and schedules.

    · Set standards in operations for customer service.

    · Coordinate and write the work schedules of part-time seasonal staff members in accordance with budget projections and Museum calendar of events.

    · Cross-train employees to maximize efficiency of customer service team.

    · Work with Volunteer Coordinator on outreach, orientation, training & scheduling of volunteers.

    · Work within and enforce all Museum policies and procedures.

    Stay abreast of trends impacting visitation, customer service, accessibility, and diversity (5%)

    · Represent the Museum at local and regional tourism and industry-related events and meetings.

    · Benchmark with like institutions on common visitor policies and procedures.

    · Evaluate, brainstorm & implement necessary ADA accommodations.

    · Attend training- webinars, courses & tutorials to stay informed regarding changes in laws & access requirements.



    • Bachelor’s degree, or a      combination of education and equivalent experience in a related customer service field.
    • 5-7 years' experience in the hospitality/customer service industry, specifically in event management, tourism, retail or museum management. 
    • Prior supervisory experience required.
    • Outstanding attention to detail and ability to work with multiple projects simultaneously.
    • Strong communication, customer service, and prioritization and problem-solving skills.

ALHFAM • P.O. Box 16, Rochdale, MA 01542 - info@alhfam.org

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