POSITION OVERVIEW

The New York Hall of Science’s Visitor Experience staff are a critical and integral part of NYSCI’s overall operations. NYSCI depends upon the talents and skills of this team to successfully accomplish its mission. Under the direction of the Associate Vice President of Visitor Operations, the Manager of Visitor Experience is responsible for the daily public-facing operation for NYSCI’s general visitor, membership, birthday party, and group admissions functions.

Function

The Manager of Visitor Experience plays an integral role in the guests' experience, coordinating and supervising a team of Visitor Experience staff engaged in the delivery of a world-class experience for NYSCI’s diverse audiences. Working both independently and collaboratively, the Manager aims to ensure a positive visitor experience, excellent customer service, and efficient processes for our visiting audiences.

PRINCIPAL RESPONSIBILITIES

Lead and Supervise Staff:

• Lead a team of 25-30 Visitor Services Associates, providing direction and support to ensure exceptional customer service.
• Supervise daily operations, including ticketing processes, reconciliations, and cash handling protocols, ensuring adherence to museum standards.
• Supervise, train, and provide an environment for growth and development for Visitor Experience Associates to build knowledge and skills that support a positive visitor experience.
• Provide consistent, mission-focused and values-aligned leadership, prioritizing trusted relationships and professional development opportunities for all employees.
• Operations Management:
• Oversee daily visitor experience operations, and proactively assess and recommend enhancements and improvements that are aligned with the NYSCI's mission and budget.
• Manage ticketing operations and cash handling, including end of day process and daily safe reconciliation.
• Develop and manage weekly schedules, coordinating coverage for after-hours events in collaboration with other departments such as Public Programs, Special Events, and Membership.
• Coordinate across departments to support operations, including General Visitor operations, Group operations, Birthday Party operations, Café seating, and operation of ancillary attractions.
• Maintain an inventory of all supplies needed to operate visitor-facing operations, including stationary and informational materials, staff uniforms, mini-golf supplies, and other materials required for front-of-house and back-office operations.
• Ensure adequate inventory of Admissions desk and Retail supplies.

Training and Development:

• Update and maintain the Visitor Experience Associate training manual while regularly conducting monthly training sessions and performance evaluations to enhance staff skills and performance.
• Coordinate institutional training and workshops for the Visitor Experience Team.
• Customer Service and Sales:
• Monitor and address visitor feedback, implementing training programs and policies to improve customer satisfaction.
• Actively sell memberships and encourage staff to achieve membership sales goals.
• Assist in implementing sales strategies to meet or exceed monthly and annual sales targets.

Collaboration and Communication:

• Collaborate and communicate in a highly productive and effective way with events, operations, security, and other staff on all visitor-related issues, including participating in regular interdepartmental planning meetings.
• Communicate policy updates, promotions, and museum programs to staff on a daily basis while enforcing departmental and institutional policies to maintain compliance.
• Develop and update the department’s handbooks, procedures, and policies ensuring the Visitor Experience Staff Resources page is accurate and up to date.
• Administrative Responsibilities:
• Review and approve timesheets using the payroll system, ensuring accuracy in payroll processing.
• Manage relationships with IT, third-party ticketing vendors, ensuring timely updates and accurate reconciliations.
• Support annual department budgeting by planning operational personnel and OTPS needs.
• Devote at least 75% of time engaging directly with visitors and staff to drive sales and maintain quality service.
• Perform other duties as needed.

QUALIFICATIONS

• 3 years of Visitor Services experience, or equivalent sales or customer service experience within a cultural institution, tourist attraction or theme park
• Bachelor’s Degree in Business Administration, Hospitality, or related field and/or its work experience equivalent
• Demonstrated experience with cash handling, data analysis, and ticketing software systems required.
• Excellent leadership, sales, organizational, interpersonal, and communication skills.
• Strong ability to provide a high level of customer service to all internal and external customers.
• Proven ability to manage budgets.

REQUIREMENTS

• Exceptional attention to detail, ensuring accuracy and integrity of ticketing database maintenance.
• Demonstrated capacity to manage a diverse workload and prioritize effectively in a fast-paced environment.
• Flexible and collaborative team player, readily contributing and adapting to meet evolving needs.
• Excellent written and verbal communication skills.
• Ability to work a non-traditional schedule.  Weekends and Holidays are required.  Evenings as needed

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods, accommodating the need to move throughout the museum and interact with visitors.
• Capacity to handle large crowds effectively, including the ability to navigate and assist in crowded spaces.
• Proficiency in using a computer for various administrative and customer service tasks, with accommodations available as needed.
• Adequate communication skills to effectively engage with diverse groups of visitors, ensuring accessibility and inclusivity in interactions.
• Physical ability to lift and carry up to 25 pounds, with reasonable accommodations provided as necessary.
• Manual dexterity: The role requires the frequent use of hands for typing, writing, and handling office equipment.

PREFERRED QUALIFICATIONS

• Proficiency with Outbound preferred.
• Bilingual and Multilingual candidates are strongly encouraged to apply

HOW TO APPLY

Please upload your resume and cover letter through our online careers portal

Please note that while careful consideration will be given to each submission, the Museum will only be able to contact those applicants whose knowledge, skills, and work experience best fit the requirements of the position.

Interview Process

1. Introductory Interview
2. Second Interview (onsite at NYSCI)
3. Pre-hire background screening and reference checks

Application Deadline: January 24, 2025

No phone calls or faxes please.

The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace.

If there are preparations, we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.