The Visitor Experience Manager is responsible for ensuring exceptional customer service for all visitors to Bishop Museum. He/she is a key leader on campus to oversee the visitor experience and ensure that the facility is clean and well-maintained, exhibits are functional, coverage of the public buildings is sufficient, and that Museum staff consistently provide the highest standards of customer service to all guests. The Visitor Experience Manager directly oversees the Reservations team and is responsible for maintaining and implementing effective training and standard operating procedures for the Museum’s reservations system. He/she works collaboratively with the Education, Sales, Institutional Advancement, and Service Systems Associates teams to oversee the daily schedule of programs and events as well as special public events, and facilitates the bi-weekly Public Programs team meetings. In addition, the Visitor Experience Manager manages the Museum’s evaluation program and evaluation committee, and is responsible for developing and implementing evaluation protocols and instruments to support exhibitions, programs, and other initiatives across the Museum. He/she acts as a primary clearinghouse for questions about events and programs at the Museum, manages visitor requests and complaints, and acts as the internal visitor champion. This position oversees a department of six.
Other Responsibilities Include:
- Point person for visitor comments and complaints; take action ‘on the spot’ and in longer term to follow up on visitor concerns.
- Serve as information source for museum staff on museum operational and program issues; serve a conduit between weekday and weekend operations.
- Work weekends and holidays as required by the nature of visitor attendance and of weekend programming; position is expected to work a Tuesday – Saturday or Sunday – Thursday schedule.
- Serve as liaison with other museum departments such as Building and Grounds, Education, Exhibitions, Sales, and Institutional Advancement when dealing with visitor experience-related issues.
- Serve as liaison on customer service issues with Museum contractors, including parking contractor, retail and admissions provider, café provider, and transportation provider.
- Field requests for free admission and discounted admission to museum, for reduced or free requests for facility use, and for the museum’s participation on offsite events.
- Develop evaluation protocols and instruments including topic testing for special exhibitions, teacher surveys, and summative evaluation of the visitor experience.
- Track Net Promoter Score (NPS) on a monthly basis; identify areas of opportunity for improvement and work directly with staff to share feedback and ensure follow-up.
- Together with the Reservations Coordinator, maintain and implement effective training and standard operating procedures for the Museum’s reservations system.
- Ensure that group visits and educational visits are effectively scheduled and coordinated with other departments across the Museum.
- Designated point person for assessing museum access for visitors with disabilities.
- Represent Museum in media interviews and promotions.
- Minimum of a bachelor’s degree from an accredited four-year college or university; a graduate degree is highly preferred.
- At least three years’ progressive experience in managing a customer service operation in a museum, live entertainment, hospitality, or amusement organization.
- At least three years’ experience in hiring, training and managing staff.
- Experience in managing evaluation of museum exhibits, programs and projects.
- Demonstrable track record of conceiving, developing, and delivering programs and events, preferably in a museum setting.
- Experience in developing and managing budgets.
- Strong budget and project management skills.
- Solutions oriented, diplomatic problem solver and true team player.
- Flexibility in working hours, as some evening and weekend work is required.
- Must have own car with proof of insurance and valid Hawai‘i Driver’s License.
- Organized, analytical, and detail-oriented.
- Ability to manage multiple ongoing projects with little supervision.
- Ability to read, write and speak English clearly and proficiently.
- Effective verbal and written communication skills for a variety of audiences.
- Knowledge of database, spreadsheet, point-of-sale, and word processing software required.
- Knowledge of Altru software desirable.
- Ability to work effectively in collaboration with others.
- Ability to interact with people at all levels and backgrounds.
- Professional, business-like appearance and demeanor.
- Familiarity with Hawaiian or Pacific culture and history a plus.
Salary: $40,000 – $45,000/year
Hours: Full-time, some evening and weekend work is required.
Deadline to apply: Position will remain posted until position is filled.