Visitor Experience Manager

Discovery Center Collective: Don Harrington Discovery Center & Wildcat Bluff Discovery Center 

Job Title: Visitor Experience Manager (Full-time, Non-exempt) 

Reports to: Chief Operating Officer

Discovery Center Collective (DCC) includes two interactive, recreational learning spaces in Amarillo, TX: Don Harrington Discovery Center and Wildcat Bluff Discovery Center. The Discovery Center Collective sparks curiosity, inspires lifelong learning through play and empowers individuals to engage confidently with the world. The Visitor Experience Manager is responsible for overseeing daily front-of-house operations, leading the Visitor Experience Team, and ensuring a warm, engaging, and memorable experience for all guests. This role is vital in delivering exceptional customer service, driving sales, and ensuring smooth operations throughout the center. The Visitor Experience Manager plays a key role in furthering the organization’s mission. A positive, outgoing personality with the ability to engage diverse groups and cultivate meaningful interactions, alongside a commitment to professionalism, empathy, and effective team management, is essential for this role. This role will actively manage a team of 5-8 employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership & Team Management

• Manage the Visitor Experience Team, providing guidance and ensuring the highest levels of customer service across all areas.
• Foster a positive, collaborative work environment by coaching, supporting, and developing the Visitor Experience Team.
• Lead by example in fostering positive guest interactions, addressing questions and concerns professionally and promptly to ensure a smooth and enjoyable experience for all. 
• Work with the Leadership Team as needed to address front-line operational needs and deploy new strategies and operations as needed.
• Actively communicate, train, and manage new sales techniques and front-line fundraising strategies as needed to ensure successful campaigns and drive revenue including direct solicitation of visitors when needed

• Regularly communicate with management staff and act as a liaison as needed to navigate any critical, urgent or escalated visitor or operational issues.
• Train new and current employees to ensure success in their Visitor Experience roles. 
• Manage staffing schedule for front desk operations to ensure seamless integration of the Visitor Experience Team with educational programs and staff. 

Customer Service & Guest Relations

• Ensure the Visitor Experience Team provides a warm, friendly welcome to all guests, ensuring a high level of customer service throughout their experience. Respond to questions, provide directions, and resolve any guest concerns professionally and efficiently.
• Serve as the primary point of escalation for guest inquiries, concerns, and feedback, addressing and resolving issues professionally and efficiently to ensure a positive experience for all visitors.

Operations & Sales 

• Oversee front desk operations, including processing admissions, memberships, and sales, while ensuring accurate record-keeping of transactions and guest data. Drive sales by managing retail and concession transactions, handling cash and credit card payments, restocking items, and maintaining an organized and inviting shop environment. Additionally, open and close register drawers and generate cash and attendance reports to ensure financial and operational accuracy.

Exhibit & Floor Interactions

• Oversee and ensure active Visitor Experience Team engagement with guests through exhibit and floor interactions, providing information, facilitating hands-on activities, ensuring safe and enjoyable experiences, and fostering educational moments of discovery.
• Oversee the operations and staff running the Space Theater, including managing seating, delivering enriching astronomical experiences, making announcements, troubleshooting any issues, and ensuring shows run smoothly.
• Monitor and manage announcements of activities, events, and closing reminders to guests using the audio system, ensuring clear communication and a positive visitor experience. 

Special Programs & Event Support

• Ensure the Visitor Experience Team works in close coordination with other departments to assist with programs, address issues, and enhance the visitor experience. This includes answering phone calls, providing information, and directing calls to the correct departments.
• Lead the assistance and support of educational programs, special events, demonstrations, camps, birthday parties, and facility rentals by supporting and leading setup, cleanup, and guest coordination. Manage activity stations, resolve issues, and ensure a positive and enjoyable experience for all participants.

Manager on Duty (MOD)

• Serve as Manager on Duty (MOD) when required, overseeing opening and closing operations, ensuring guest and staff concerns are addressed, and ensuring smooth facility operations.
• Run reports in the transaction system and send daily communique emails to ensure communication of key updates and operational tasks. Secure the center when needed by setting the alarm at closing.

Safety & Cleanliness

• Oversee the safety, cleanliness, and functionality of all center facilities, including the entrance, front desk, café, gift shop, and exhibit spaces. Ensure public areas are regularly cleaned, organized, and restocked, meeting safety standards while maintaining a welcoming and efficient environment throughout the shift.
• Ensure the Visitor Experience Team regularly resets exhibit spaces to ensure guests experience each area as intended, tidying as necessary and reporting any issues to the appropriate departments.

Cross-departmental Coordination

• Facilitate collaboration and communication across all departments to ensure the Visitor Experience Team is fully informed and trained on new exhibits, programs, and events, maintaining up-to-date knowledge to enhance visitor engagement.

Training & Development

• Oversee and ensure staff training and development, managing training sessions and organizational meetings to support ongoing team growth and continuous improvement.

Other Duties

• Perform any other duties as assigned to support the organization’s goals and mission.

QUALIFICATIONS AND EXPERIENCE

*** Must have the ability to work daytime, weekday, and weekend as required. Will typically work a consistent daytime schedule with occasional evening shifts. Must be able to work a rotating Saturday/Sunday shift 1-2 times per month.

• Associate's degree in Hospitality Management, Business Administration, or a related field preferred (or equivalent combination of education and experience).
• Minimum of 3-5 years of experience in customer service, visitor services, or a similar role, with at least 2 years in a leadership or management capacity.
• Proven experience in managing customer relationships, addressing guest concerns, and ensuring an exceptional visitor experience while overseeing front-of-house operations, driving sales, and supporting a team in a fast-paced environment.
• Experience in team management of at least 5-8 people with a proven track record in team development, training, and growth. 
• Outgoing personality, comfortable working with diverse groups of people and facilitating positive interactions.
• Strong verbal and written communication skills and interpersonal skills.
• Strong computer skills, including word processing, spreadsheet and database programs. Current platforms include Activeworks camp registration, Altru museum management, and Clickup internal project management system, among others.  
• Ability to work within a high-energy, collaborative team environment. 
• Wholeheartedly support the DHDC mission to inspire and engage children, families, and groups visiting the Discovery Center Collective, while exhibiting creativity, patience, and a genuine love for science. Demonstrate emotional intelligence, professional integrity, and strong organizational skills.
• Compassion, patience, and positivity! 

PHYSICAL JOB REQUIREMENTS 

• Physical job requirements include the ability to work closely with a computer, perform repetitive hand movements, and regularly lift 30-50 pounds.
• This position will primarily work at Don Harrington Discovery Center, but will also work at Wildcat Bluff Discovery Center as needed.

COMPENSATION:  

Full-time, 40 hours, non-exempt. Pay range is $18-$22 hourly with a yearly review for increase. Salary commensurate with experience.  Benefits include medical, dental, vision, FSA, life insurance, and others. 

HOW TO APPLY FOR THE POSITION:  

Apply through Bamboo HR, accessible through the DCC website at the following link: https://discoverycentercollective.org/about-dcc/careers/. Please provide 2 professional references. 

If you are a passionate advocate for science education, possess a positive attitude, and thrive in engaging diverse groups of people, we encourage you to apply for the position of Visitor Experience Manager at Discovery Center Collective. Your role will be pivotal in overseeing memorable and educational experiences that inspire curiosity and exploration.

Salary : $18 - $22