The Oakland Museum of California values are fundamental to our institutional culture and guide our work together.
Excellence: We are committed to excellence and working at the highest standards of integrity and professionalism.
Community: We believe everyone should feel welcome and part of our community, both within the Museum and with our visitors and neighbors.
Innovation: We embrace innovation and calculated risk-taking to achieve our mission.
Commitment: Our work at the Museum demonstrates a sense of purpose and a shared accountability for the institution's success.
The Visitor Services and Group Sales Manager oversees all administrative, managerial, and performance-based aspects of the visitor services program, ensuring the highest standards of excellence in customer service to all guests while maximizing revenue through on-site sales, customer relations, and data collection. The Manager is responsible for ticketing and admissions procedures, supervises visitor services staff and volunteers, provides input on signage and communications to assist with the visitor experience, and develops and produces regular reports on admission activity. The Manager also directs the work of the Lead Group Sales & Visitor Services Associate to meet performance targets. The Manager coordinates with staff throughout the institution to advance the integration of outstanding visitor experience into the daily events and programs of the museum. The manager will be expected to proactively propose ideas to enhance the visitor experience and provide strategic planning and execution of Visitor Services goals as they relate to the mission of the museum.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following reflects OMCA's definition of essential functions for this position, but does not restrict the tasks that may be assigned. OMCA may assign or reassign duties and responsibilities to this position at any time due to reasonable accommodation or other reasons.
- Support the Museum's mission, values, vision, and core commitment to the visitor experience, community engagement, and institutional relevancy for the future;
- Contribute to and support the OMCA strategic plan, annual priorities, and institutional initiatives such as diversity advancement;
- Contribute to a positive organizational culture based on mutual respect, a spirit of collegiality, cooperation, and openness to many perspectives;
- Participate in a culture of ongoing learning, collaboration, innovation, creativity, and community engagement.
POSITION DUTIES AND RESPONSIBILITIES
Administration and Strategy
- Organize and administer the overall operation of the Visitor Services department
- Develop and document all policies and procedures relevant to VS operations in alignment with OMCA's institutional policies
- Assemble and analyze relevant admissions data, and prepare and deliver weekly, monthly, and other reports as requested, detailing VS activities
- Ensure onsite-sales, and satisfaction performance targets are met and tracked via the development and implementation of a broad system of departmental performance metrics, reports, and tracking systems
- Develop and maintain budgets in alignment with goals, works closely with Director of Marketing & Communications, Associate Director of Visitor Research and Insights, Director of Business Development, and accounting staff to maintain financial and data integrity
- Manage and oversee the admissions and ticketing software, acting as a Siriusware superuser; working with IT to prioritize, test, and implement changes to ticketing software as needed
- Work closely with Lead Group Sales & Visitor Services Associate to create financial forecast and strategy for group sales and engagement
- Participate in museum-wide task forces, project committees, including for exhibitions and programs on an as-needed basis
- Work with the Director of Facilities and Security Manager to implement and conduct training and periodic reviews of all security and emergency procedures
- Oversee the daily appearance of the visitor services area; coordinate with operations staff to ensure all visitor spaces are maintained appropriately
- Provide information for the preparation of grant proposals; visitor research and evaluation activities
Supervision and Customer Service
- Ensure that all VS staff maintain excellent visitor service standards and adhere to OMCA policies
- Recruit, train, and supervise VS staff and Museum ambassador volunteers
- Supervise and train front-line staff on cash handling and control, record-keeping, data entry and accounting systems related to admissions and other sales transactions
- Create sales and service scripts that reinforce the museum mission while achieving performance targets, working with membership, business development, and marketing to incorporate business goals
- Oversee the development and coordination of all job-specific training and ongoing education programs for the VS staff, mentor, coach and develop team
- Manage an active training and communication schedule and communications systems for VS staff and volunteers to be informed and updated on current and upcoming exhibitions, programs, and other museum activities
Visitor Communication and Advocacy
- Respond to telephone, voicemail, written, and e-mail inquiries for information regarding visits, tours, accessibility, etc. Inform visitors of pertinent admissions policies, and send out admissions collateral and museum brochures as appropriate
- Coordinate with staff in various departments to respond to visitor inquiries and to ensure accurate and excellent customer service to museum visitors, document visitor comments and inquiries in appropriate systems
- Serve as an advocate for the visitor while simultaneously promoting the welfare of the museum; communicate with a variety of visitors with diverse interests and abilities to ensure a positive museum experience, resolve visitor complaints to the mutual satisfaction of the visitor and the museum
- Assist any special interest groups, in order to provide a unique on-site experience
- Collaborate with staff in recommending on-site signage and other forms of communications to help guide and inform visitors regarding program schedule of activities and locations
A level of experience that demonstrates possession of the necessary knowledge and abilities for this position is required as noted:
- 5-7 years experience in visitor/public customer service with demonstrated track record of increasing levels of supervision
- Studies in business administration, marketing, non-profit management, or museums studies preferred
- Ability to establish and maintain working relationships with staff, volunteers, and members of the public; exercise tact and diplomacy at all times; demonstrate an understanding of protocol and sensitivity to cultural diversity needs
- Demonstrated proficiency in mathematics, excellent attention to detail, exceedingly well-organized, conflict resolution ability, leadership, team-building and motivational skills, and a professional and flexible manner
- Ability to analyze, synthesize, and interpret effectively sensitive issues and content to staff and visitors
- Ability to analyze production and administrative problems, evaluate alternative solutions and recommend or adopt effective courses of action
- Working knowledge of visitor service principles, practices and procedures
- Knowledge of principles of supervision and training
- Working knowledge of financial record-keeping practices and procedures
- Knowledge of principles and practices of budgeting and accounting
- Working knowledge of equity and diversity practices
- Working knowledge of administrative principles and methods, including goal setting, program development and implementation
- Working knowledge of computer systems and applications with proficiency in computerized electronic cash register systems, Excel, Google Suite, Word; Ticketing system experience (i.e. Siriusware)
- Communicate effectively orally and in writing; prepare and deliver presentations and written materials appropriate for diverse program platforms, including public presentations, training programs, on-line activities
- Multi-lingual applicants with fluency in any languages other than English are encouraged to apply
While performing the duties of this position, the employee is frequently exposed to the following:
- Noise, such as groups of people working in enclosed areas
- Typical office environment
- Ability to lift up to 25 pounds
The Oakland Museum of California is dedicated to diversity, inclusion, accessibility and equity. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sexual orientation, gender identity, national origin, ability/disability status, protected veteran status, or any other characteristic protected by law. We highly encourage our diverse community to apply for available employment, internship, fellowship and volunteer positions at the Museum, as we aim to ensure our staff reflects the diversity of our visitors and surrounding community.