Membership & Visitor Services Coordinator

POSITION SUMMARY 

The Membership and Visitor Services (MVS) Coordinator at the Bay Area Discovery Museum plays a central role in creating a welcoming and efficient experience for members and general visitors. This position is responsible for providing excellent customer service, supporting membership sales and renewals, and ensuring a seamless visitor experience. Working closely with the Membership and Visitor Services team, the MVS Coordinator contributes to membership growth and retention by engaging visitors, handling inquiries, and assisting with day-to-day operations in alignment with the museum’s mission and revenue goals. 

The pay rate for this non-exempt role is $26.49/hour. 

KEY ROLES AND RESPONSIBILITIES 

Staff Development & Visitor Experience Supervision: 

• Provides guidance, support, and hands-on training to ensure the success of MVS Assistants. Facilitates a welcoming onboarding experience, ongoing skill development, and regular coaching to build confidence and expertise. Encourages growth through clear communication, constructive feedback, and collaborative problem-solving. Supervises MVS Assistants, including interviewing, onboarding, training, coaching, and performance assessment. Actively engages on the floor to model best practices, provide real-time support, and foster a positive and empowering learning environment. Acts as backup Supervisor as needed.
• Ensures that the visitor experience is at the forefront of all policies, procedures, and operations. Upholds and models the Museum’s customer service standards. Engages visitors, staff, and partners in a friendly and helpful tone. Resolves visitor issues calmly while working in an active and vibrant environment. Answers visitor and member inquiries via telephone, email, and in person. 
• Educates and trains front desk staff on upcoming promotions, museum programs, and events; ensures staff are knowledgeable in these areas and able to execute promotions within the Point of Sale (POS) and Customer Relationship Management (CRM) software programs.

Revenue: 

• Promotes and sells memberships, merchandise, and programs.
• Meets or exceeds monthly membership, group visit, and store revenue goals
• Models and enforces membership sales best practices. 

Customer Service and Membership Sales: 

• Serves as a primary point of contact for museum visitors and members, providing assistance with admissions, ticket sales, and general museum information to ensure a positive experience.
• Addresses visitor and member inquiries, complaints, and special requests professionally, striving to resolve issues and create positive experiences.
• Promotes membership benefits to visitors and supports membership sales, renewals, and upgrades.
• Maintains accurate member records and ensures timely follow-up on renewals.
• Collaborates with the marketing and membership teams to support membership outreach efforts, including email communications, fundraising campaigns, and on-site engagement.
• Assists in driving membership growth and retention through proactive engagement strategies.
• Processes admissions, memberships, and special event ticket sales accurately using the museum’s POS system.
• Adheres to all cash-handling policies and ensures accurate daily reconciliation.
• Assists in membership and visitor services roles during museum events, including check-in for special events, member-exclusive hours, and promotional events.
• Ensures smooth event operations and a high level of visitor satisfaction.

Administrative Tasks & Safety: 

• Maintains a clean, organized, and welcoming Entry Pavilion, including the front desk, store, guest queues, and ticketing areas.
• Performs cashier duties and manages opening/closing procedures with accurate cash handling.
• Prepares weekly, monthly, quarterly, and annual revenue, expense, and operations reports using POS and CRM systems.
• Supports store inventory management, daily stocking, and annual physical inventory.
• Assists with marketing initiatives as needed.
• Creates and maintains daily and weekly staff schedules.
• Serves as Duty Officer (trained in first aid and CPR) to ensure guest and visitor safety.
• Performs additional duties as assigned by the Associate Director of MVS and/or the Director of Marketing and Membership.

SKILL REQUREMENTS AND QUALIFICATIONS 

• Availability: Must be able to work one weekend day (both as needed), school holidays, and breaks.
• English proficiency required; Spanish-speaking or Cantonese-speaking is preferred.
• Supervision: Minimum of 2–3 years of experience in customer service, membership sales, retail management, or visitor services in a museum, nonprofit, or similar setting. Supervisory experience, including training, coaching, and performance management of staff.
• Technical Skills: Proficiency in cash handling with the ability to count cash and change accurately. Minimum 3 years of experience with POS or ticketing systems preferred (Acme and Humanitru a plus). Strong computer skills, including Microsoft Suite, with the ability to learn financial and accounting systems. Familiarity with CRM platforms is a plus.
• Customer Service & Leadership: Exceptional conflict resolution and de-escalation skills in person, over the phone, and via email. Strong communication, interpersonal, and diplomatic leadership abilities. Professional, detail-oriented, and capable of handling high visitor volumes while maintaining focus and composure.
• Sales & Revenue Management: Experience driving revenue through memberships, retail sales, and ticketing.
• Commitment to DEAI: Dedicated to fostering a welcoming and inclusive environment for staff and visitors.
• Work Ethic & Adaptability: Reliable self-starter with excellent time management. Able to work independently and collaboratively across departments to ensure an integrated visitor experience. Adaptable to changing schedules for coverage and special events.
• Professionalism: Comfortable engaging with senior management, donors, and diverse community members. Experience in museum, cultural, or nonprofit settings is a plus.
• Staff Development & Training: Experience training and mentoring staff to deliver exceptional customer service. Ability to create and lead training programs to enhance team performance.
• Safety & Emergency Response: Must complete first aid and CPR certification (training provided). Experience handling guest incidents and ensuring visitor safety is a plus. Adheres to and enforces the Museum’s health and safety protocols. Comfortable enforcing the museum’s Code of Conduct.
• Interpersonal & Engagement Skills: Must be comfortable working in a dynamic, family-friendly environment with children, families, and adults of varying ages and abilities. Ability to interact with visitors in a patient, engaging, and welcoming manner.

PHYSICAL REQUIREMENTS 

The role requires moving between work areas (Entry Pavilion, Store, museum floor, and administrative offices), frequent use of a computer, phone, and other office equipment with safe ergonomic practices, and the ability to speak, listen, and read documents with text, numbers, and images. Employees must be able to sit for up to 6 hours a day, stand for up to 6 hours a day, reach, stoop, kneel, and lift or carry items up to 50 lbs., such as books, files, and event materials. Reasonable accommodation may be provided to support individuals with disabilities. 

WORK ENVIRONMENT 

Predominantly working in an indoor active museum floor or office environment, moderate to high noise level, an indoor temperate environment, and light levels that are bright and conducive to minimal eye strain. 

TO APPLY  

The Bay Area Discovery Museum is an equal opportunity employer committed to diversity. We encourage those from all backgrounds to apply to allow us to build the most inclusive and creative team possible.  

Please do not remove yourself from contention before you even apply. Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. If much of this job description describes you, then you are highly encouraged to apply.  

ABOUT US
At the Bay Area Discovery Museum, we believe that providing children with the high-quality early learning experiences they need to be successful is the best investment we can make as a society.  

Whether at the Museum, online, or in the community, we provide experiences that spark children’s natural curiosity for the world around them, while building their creative problem-solving skills and STEM content knowledge. Both on-site and off-site, we facilitate research-backed learning experiences that are fun and engaging for children and families. At our one-of-a-kind location at the foot of the Golden Gate Bridge, this includes hands-on exhibits, rich STEM and art programming, an on-site preschool, and camps and classes. Off-site, our museum educators bring hands-on STEM programming to students and families at schools and libraries in all nine Bay Area counties.  

We believe that these research-backed on-site and off-site experiences should be made available to all children and families and offer a variety of access initiatives toward this goal. We are currently working our way back up to our pre-pandemic numbers:  

• 350,000 visitors each year, including nearly 100,000 with free or reduced admission 
• 10,000 member families   
• 26,000 children through our school and community programs   
• 587 schools and 215 libraries through all nine Bay Area counties   

The Bay Area Discovery Museum is committed to being welcoming and inclusive. We are continuously working toward the goal of reflecting the diversity of the Bay Area both within our organization and with those we serve.  

NOTE TO CANDIDATE
Due to the sensitivity and requirements of our positions, you should expect to undergo and be cleared of an employment background/criminal check if extended an offer for employment. You may also be asked to provide proof of educational degree(s), licenses, credentials, or vaccinations pertinent to the position.  

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The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. The Bay Area Discovery Museum reserves the right to modify and expand job responsibilities and duties over time. 

Salary : $26