Visitor Services Manager

Reports to: Executive DirectorEmployment Type: Full-Time, Non-ExemptWork Schedule: Thursday through Monday; occasional evenings requiredThe visitor services manager oversees the daily operations of the museum’s visitor-facing services, ensuring exceptional, welcoming, and accessible experience for all visitors. The position leads the visitor services team, manages front-of-house operations, supports admissions and membership services, and helps maintain a positive and engaging museum environment. This position serves as a key ambassador for the museum, promoting its mission, exhibitions, and programs. Working collaboratively with museum colleagues, the visitor services manager position ensures that visitor needs are met with professionalism and hospitality. ResponsibilitiesVisitor Experience and Guest Relations·        Oversee the delivery of high-quality, welcoming, and consistent visitor services.·        Establish and maintain service standards that reflect the museum’s mission, values, and commitment to hospitality.·        Respond to visitor questions, concerns, complaints, and special requests with professionalism and sound judgment.·        Ensure visitors receive accurate information about exhibitions, programs, events, facilities, policies, and accessibility resources.·        Support a welcoming environment for visitors of diverse backgrounds, ages, abilities, and needs.·        Monitor all visitor-accessed areas throughout the day, restocking materials as needed and straightening up areas such as the lobby and education center. Museum Store·        Manage inventory in store POS system to include receiving merchandise, pricing, approving invoices for payment, inventory spot checks, and a thorough annual inventory.·        Manage the online store (Shopify).·        Keep track of and manage all consignment merchandise. Work with and maintain positive relationships with consignment artists and be proactive about finding new vendors/merchandise.·        Monitor merchandise displays, regularly refreshing, restocking, and cleaning.·        Provide monthly reports on museum store sales and profitability.·        Organize annual Holiday Marketplace event and other periodic trunk shows.Leadership and Managerial  ·        Supervise visitor services staff and front-of-house volunteers. ·        Regularly work at store/admissions desk and do lunch/break relief for front-of-house staff and volunteers.·        Oversee daily opening and closing procedures, admission, and other assigned front-of-the-house functions.·        Ensure visitor-facing areas are clean, organized, welcoming, and appropriately staffed.·        Ensure accurate handling of cash, payment transactions, daily reconciliations, and related financial records. ·        Support membership sales, renewals, benefits fulfillment, and member relations in collaboration with the membership team.·        Monitor ticketing systems and visitor services technology, coordinating troubleshooting and training as needed.·        Maintain accurate operational records and prepare regular reports on attendance, transactions, and visitor service activity.·        Serve as primary staff member on duty on the weekends.Qualifications·        Bachelor’s degree in museum studies, hospitality, arts administration, business administration, public administration, or a related field; equivalent relevant experience may be considered.·        Three to five years of experience in visitor services, customer service, hospitality, cultural institutions, or a related operational environment.·        At least two years of supervisory or team leadership experience preferred.·        Demonstrated ability to manage daily operations and deliver excellent customer service.·        Strong written and verbal communication, problem-solving, organizational, and interpersonal skills.·        Experience scheduling staff.·        Ability to handle sensitive visitor concerns and resolve conflicts professionally.·        Proficiency with standard office software and willingness to learn museum ticketing, point-of-sale, and visitor management systems.·        Ability to remain on one’s feet for extended periods and move throughout museum facilities as needed, with reasonable accommodations.·        Ability to communicate effectively with visitors and staff in a busy, public environment.·        Ability to perform occasional lifting or movement of supplies within the requirements of the role, with reasonable accommodations.Preferred Qualifications·        Experience working in a museum, gallery, science center, historic site, or other cultural institution.·        Familiarity with admissions systems, membership programs, group reservations, and visitor data reporting.·        Knowledge of current visitor experience and hospitality best practices.Compensation and BenefitsHourly payrate: $31-$36 per hour, depending on qualifications and relevant experience.The museum offers a compensation package that includes:·        Stipend for medical insurance (up to $400). ·        Vision and dental insurance coverage.·        Paid time off, including vacation, sick leave, and holidays.·        Retirement savings plan, with employer contribution. ·        Free or discounted museum admission and reciprocal admission benefits at participating cultural institutions.·        Discounts on museum store merchandise. To apply, please submit a cover letter and resume to Executive Director Jessica Tade at jessica@calnatureartmuseum.org.  Equal Employment Opportunity The museum is committed to providing equal employment opportunities and fostering a diverse, inclusive, and respectful workplace. Employment decisions are made in accordance with applicable laws and museum policies. Reasonable accommodations will be provided to qualified individuals with disabilities as required by law.Additional Information This job description describes the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may be adjusted in response to organizational needs.