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ICA Visitor Services Manager

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Position Information

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Position Information

Recruitment Pool All Applicants
Working Title ICA Visitor Services Manager
Role Title PR & Marketing Mgr I
Position Number 578860
Department Institute for Contemporary Art
Description of General Responsibilities

The Visitor Services Manager oversees audience and visitor experience and is responsible for providing all visitors and stakeholders with a warm and inviting first impression that encourages frequent repeat visits and deeper engagement with the Institute. The Visitor Services Manager creates a front desk culture that is friendly, courteous, interactive, and knowledgeable about the Institute’s exhibitions, programs, and mission. He or she helps to set high customer service standards for the entire Institute, and works to extend the Institute’s vision and mission to the visiting public. Primary duties include:

Visitor Services Management
- Establish and implement a comprehensive customer-focused staffing and service plan for the Institute
- Research policy and best practices to formulate, implement, interpret and update visitor experience operational policies
- Develop and implement visitor experience policies and in collaboration with Communications and Administration, ensure policies are clearly articulated in digital, print, and in-person forms
- Recruit, hire, train, and and supervise all front desk personnel, including hourly, volunteers, and student staff; evaluate staff performance and initiate disciplinary action, up to and including termination, when required
- In coordination with Facilities, Security, Operations, and Education, develop a gallery attendant program to ensure visitors have a safe and engaged experience
- Generate shift schedules for Visitor Services staff, ensuring full coverage of visitor services functions (ticketing, customer service, gallery attendants, etc.)
- Ensure each visitor/stakeholder receives personal, engaged service that reflects positively on the ICA and VCU
- Lead daily operations of the reception areas with a focus on unsurpassed customer experience, including responding to visitor concerns and feedback in a timely and appropriate manner
- Investigate and resolve visitor concerns, when appropriate; record and communicate visitor concerns and feedback by serving as liaison to senior leadership
- Serve as the front-line point person for the ICA’s ticketing and CRM system; coordinate and troubleshoot ticketing activities to ensure a seamless visitor experience with free timed entrance ticketing, as well as free and paid special event ticketing
- Collaborating with the Membership and Development Coordinator, establish a plan to promote the membership program and develop the program in response to customer needs and patterns
- Work with the Communications and Development departments to plan and implement special ticketing and promotions aimed at increasing attendance and membership sign-ups
- Working with retail staff and front-line staff, ensure high customer services levels for retail operations during high volume periods
- Collaborate with Education and other appropriate staff/departments that organize and/or coordinate special events and programs to facilitate check-in process, and assist visitors in planning their experience
- Advocate for visitors with diverse interests, abilities, and needs
- Serve as primary liaison to security and facility personnel to ensure visitors have a safe and comfortable experience that takes into consideration the security needs of the artwork and the building

- Participate in appropriate committees within both the Institute and with local organizations
- Establish and implement a plan for gathering and distributing visitor/attendance data for a diverse range of uses, including educational and marketing initiatives, membership program evaluation, grant writing and other fundraising activities
- Develop and prepare reports regarding visitor experience for Institutional strategic planning purposes
- Prepare and manage departmental budget and staff plans
- Oversee sales reporting for front desk activities, to ensure compliance with University, state, and federal policies
- Other duties as assigned

Required Qualifications

- Ability to work in a diverse environment and with a diverse range of colleagues, stakeholders, and visitors is required
- Ability to work weekends, holidays and evenings

Preferred Qualifications

The ideal candidate for the position of Visitor Services Manager will have:
- Several years of museum, visitor service, hospitality, or tourism experience with a track record of providing unsurpassed customer service preferred
- Several years of experience interviewing, hiring, training and supervising staff
- Bachelor’s degree in museum studies, art history, communications, business or a related field and/or relevant equivalent experience preferred
- Excellent written and oral communication skills
- Ability to work in a fast paced environment, implement creative problem-solving skills, and develop effective initiatives and strategies to achieve long and short term goals
- Strong interpersonal skills, and demonstrated ability to maintain composure under pressure
- Dependable and diplomatic, exhibiting tact and professional etiquette in dealing with people
- Strong initiative and ability to work independently
- Flexibility to manage multiple and varied tasks during high volume periods, in order to ensure excellent customer experience across all front line interactions, including retail and ticketing operations
- Demonstrated experience working with ticketing and CRM systems

Pay Band 04
Department Hiring Range $46,000-$52,000
Campus Monroe Park Campus
Position Type
Normal work days
Normal work hours
Job Open Date 02/28/2017
Remove from posting on or before
Open Until Filled Yes
Job Category Accounting/ Management/ Professional
Does this position require a pre-placement medical assessment? No
Economic Indicator: No
Is any portion of this position grant-funded?
Sensitive Position No
Resource Critical Yes

Supplemental Questions

Required fields are indicated with an asterisk (*).

Optional & Required Documents

Required Documents
Optional Documents
  1. Cover Letter/Letter of Application
  2. Other Document
  3. Resume
  4. Curriculum Vitae (CV)