What are the responsibilities and job description for the Director of Enterprise and Visitor Services position at The Frick Museums and Art of Pittsburgh?
Director of Enterprise and Visitor Services
The Director of Enterprise, and Visitor Services plays a central role in ensuring that all visitors have a welcoming, engaging, and safe experience while visiting the Frick.
The Director of Enterprise and Visitor Services leads and provides strategic direction for three areas of the museum’s activities: (1) enterprise operations, which include the (onsite and online) Museum Store, The Café at the Frick and the facility rental program; and (2) visitor services, which includes the Museum Experience Associates and admissions.
The Director of Enterprise and Visitor Services leads a team of up to 30 people and has four direct reports: General Manager of Café Services; Museum Experience Manager; Store Manager; and Events Manager.
The Director of Enterprise and Visitor Services serves as a strategic partner for strengthening and evolving the standards and best practices of a service-focused visitor experience in a growing, fast-paced non-profit organization while supporting revenue goals.
The Director of Enterprise and Visitor Services works in a cross-functional manner with other members of the nine-person Senior Leadership Team to achieve the mission of the museum in ways that ensure financial sustainability, visitor satisfaction, and the safety of people and property.
- Must have a commitment to fostering a workplace culture of Equity, Inclusion, and excellent Customer Service.
Reports to: Executive Director
Status: Full-time, exempt with benefits
Salary: $77,540 - $90,850, based on experience
Responsibilities:
I. Enterprise Operations: 50%
- Oversee the strategy and execution of revenue-generating departments including ticket sales, café and museum store sales, and facility rentals; liaise with the Marketing and Communications department to drive promotion and sales.
- Maximize admissions revenue through the analysis of attendance trends and statistics; reporting on trends as appropriate to the senior management team
- Engage and inspire an entrepreneurial spirit throughout the site to explore new earned income initiatives.
II. Visitor Services: 30%
- Assess, build, and lead the overall quality of the visitor experience and daily operations; develop and ensure that department systems, procedures, and practices support effective operations while providing outstanding customer service and encouraging repeat visits.
- Oversee all customer relations, including ticketing (onsite and online), visitor complaints, safety incident reports, operation of an effective visitor center, and staff training in all aspects of customer service
- Implement assessment of the visitor experience through evaluation of all aspects of Visitor Services to drive continued process refinement and improvement.
- Complete and maintain Owner/Manager RAMP Certification Training through the PA Liquor Control Board.
- Support the Museum’s diversity and inclusion best practices to ensure that all visitors feel respected, warmly welcomed, and comfortable in the museum.
- With the Director of L&VE, ensure that the Frick is welcoming to all visitors and ADA compliant and implementing more extended accessibility. Works with the Marketing and Communications department on coherent wayfinding,
- Be an ambassador for the Frick engaging daily with our visitors and guests and ensuring a consistent, and safe experience.
III. Staff Management: 20%
- Supervise managers to effectively implement and adhere to budgets and purchasing policies.
- Establish and maintain long-term strategic and short-term daily operating plans and influence and inspire teams to collaborate effectively.
- Conduct annual performance reviews and informal performance assessments for managers and coordinators in ways that unleash maximum performance and employee satisfaction.
- Hire, coach, manage, and mentor staff that includes 4 direct reports and an overall team of 30 full and part-time staff.
Position Requirements:
- Must possess a bachelor’s degree in business or related field or equivalent experience
- Must have five years or more of demonstrable experience in earned income and income generation venues
- Must possess five or more years prior management experience
- Proven ability to remain calm and confident under pressure, using sound operational judgment to resolve complex issues.
- Experience in a management role, with a proven ability to lead, motivate, and develop a diverse team.
- A track record of working collaboratively as part of a team to deliver a high-quality visitor service.
- Comfort with technology, including familiarity with Office 365
- Possess a valid driver’s license
- Must pass a background check:
Background check must qualify candidate to be able to carry the PA Liquor Control Board Owner/Manager Certification.
Salary : $77,540 - $90,850
