Assistant Director of Visitor Services

Job Title:                          Assistant Director of Visitor Services 

Reports to:                      Director of Visitor Services

Schedule:                        40 hours per week; Tuesday-Saturday, including occasional holidays and evenings

Classification:               Full-time regular employee, salaried, exempt

Compensation:            $40,000-$45,000

 

Position Overview

The Assistant Director of Visitor Services (ADVS) is involved in all aspects of visitor services, customer satisfaction, and safety at the Discovery Museum. This includes managing the public spaces of the Museum and overseeing frontline staff, including the Assistant Managers, Admissions Representatives, Explorers, and volunteers. The ADVS is the coordinator for the organization’s volunteer program, including the Teen Program, work-experience, and corporate volunteers. In collaboration with the Director of Visitor Services, the ADVS works with other departments to ensure all visitors have a welcoming and enjoyable visit to the Discovery Museum. 

Key Responsibilities

  • Support the Director of Visitor Services in providing a welcoming and safe environment for all visitors, staff, and volunteers
  • Supervise frontline staff and oversee daily public operations of the Museum
  • Develop a mastery of the Altru constituent record management database and perform regular preparatory and maintenance tasks
  • Respond promptly to visitor questions, needs, and on-site emergencies with a gracious and patient demeanor
  • Actively model best practices for visitor engagement, provide constructive feedback, and evaluate interactions of frontline staff
  • Recruit, train, support, and assess engagement of year-round and occasional Discovery Museum volunteers
  • Maintain accurate records of volunteer work and provide regular volunteer accolades and appreciation opportunities
  • Assist in the creation and dissemination of Visitor Services policies and procedures, and ensure implementation by staff and volunteers
  • Participate in the COVES evaluation program
  • Other duties as needed
  • Participate in, facilitate, and contribute content to Visitor Services trainings
  • Ensure accurate cash handling techniques at the admissions desk and reconcile end-of-day sales transactions
  • Uphold Discovery Museum’s safety policies and procedures and ensure the security of the Discovery Museum campus including buildings and grounds
  • Complete training for CPR, First Aid, AED, and bodily fluid cleanup 
  • Take on Explorer duties and Admissions Representative tasks when needed, especially during peak visitation
  • Seek out opportunities for skill building, networking, and professional growth

In Collaboration with Others

  • Maintain positive and productive relationships with staff in other departments; communicate frequently with colleagues in writing, by phone, and in person
  • Determine organizational needs for volunteers and schedule such opportunities through regular conversations with Education, Development, Facilities, and School Groups colleagues 
  • With the Facilities department, confirm campus safety and ensure tidiness of public spaces; participate in emergency management onsite as needed
  • Manage relationships and communication in service of select Museum collection drives; record and maintain collection data
  • Support the Museum’s Diversity, Equity, Accessibility, and Inclusion (DEAI) goals by participating in the Audience Engagement DEAI working group
  • Create staff and volunteer ID badges for incoming team members in conjunction with hiring managers

Supervisory Responsibilities

  • Supervise frontline staff and oversee daily public operations of the Museum in collaboration with the Director of Visitor Services
  • Recruit, hire, train, supervise, and evaluate Museum Experience volunteers
  • Support frontline staff development and team building through regular trainings and Museum-wide events (group learning opportunities, meetings, and social events, etc.)

Qualifications and Requirements

  • College degree or equivalent experience
  • 2+ years professional experience, preferably in the fields of customer service, management, or museums
  • Supervisory experience of at least one year
  • Enjoy working with the public and demonstrate friendliness, professionalism, enthusiasm, and a customer-focused approach
  • Ability to work well under pressure, respond to emergencies, and diffuse stressful situations appropriately and gracefully
  • Excellent skills in time management, attention to detail, problem-solving, creative thinking, and a considerable degree of initiative
  • Strong verbal and written communication skills
  • Experience working with diverse audiences is a plus
  • Bilingual skills are helpful
  • All positions at Discovery Museum require a satisfactory Criminal Offender Record Information (CORI) background check 

Physical Demands and Work Environment

  • Must be able to stand for multiple hours at a time both indoors and outdoors, regularly ascend/descend stairs, operate a computer and other office productivity equipment for prolonged periods, lift up to 30 lbs, and be comfortable stooping, kneeling, and crouching
  • Frequent movement throughout and across Discovery Museum spaces and campus is required, including during inclement or extreme weather and over uneven terrain
  • Work environment often has moderate to loud noise for sustained periods of time

Benefits

In addition to a creative, fun, and flexible work environment, Discovery Museum offers the following benefits with this position:

  • 2 weeks of paid vacation time; increases to 3 weeks after Year 1
  • 2 weeks of paid sick time
  • 10 paid holidays
  • Health insurance, with Discovery Museum paying 75% of premium for individual coverage or 50% of premium for family coverage
  • Voluntary dental plan
  • Voluntary 403(b) retirement plan
  • Group life insurance, long term and short term disability insurance, with Discovery Museum paying 50% of premiums
  • Free or discounted admission to more than 1,000 museums and cultural institutions and a variety of discounts on museum programs, memberships, and museum store items

About Discovery Museum

Discovery Museum is a hands-on museum that blends science, nature, and play, inspiring families to explore and learn together. Our mission is to spark delight in learning by igniting curiosity and creativity in children and adults, as they discover together the joys of science, nature, and play.

As an organization, we strive to broadly reflect the communities we wish to serve, both in visitors to our campus and our own staff, volunteers, and board members. We are proud to be an Equal Opportunity Employer and are committed to providing a welcoming and inclusive space for all. We believe that a diversity of thoughts, experiences, backgrounds, personalities, and identities helps us think bigger and better, and enables us to reach our goals more effectively. We are committed to building a diverse staff and encourage individuals from all backgrounds to apply.

To Apply

Interested candidates please send a cover letter and resume to Kiersten Dittrich at kdittrich [at] discoveryacton.org (kdittrich[at]discoveryacton[dot]org)

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment requirements, or otherwise participating in the employee selection process, please likewise direct your inquiries to Kiersten Dittrich at kdittrich [at] discoveryacton.org (kdittrich[at]discoveryacton[dot]org)

We respectfully request that you do not call to inquire about the status of your application. Those candidates chosen for interviews will be contacted.