Visitor Services Manager
: Job Details :

Brandeis University is delighted to announce a career opportunity as the Visitor Services Manager in the Rose Art Museum. If you are looking for an opportunity to work at a beautiful university campus with lots of perks including free parking, look no further. At Brandeis we offer a competitive benefits and compensation package which includes medical, dental and life insurances. We also offer a generous paid time off benefit. If you are looking to advance your career through educational opportunities, Brandeis offers free tuition for employees, dependents and spouses. Our 403b retirement savings plan includes a generous match.The Visitor Services Manager (VSM) endeavors to enhance the museum experience for all visitors while maintaining a safe and secure environment for both the art and visitors. The VSM works and manages gallery staff on site Wednesdays through Sundays as well as during occasional special events outside this schedule. The VSM reports to the Deputy Director of Admin & Operations (or in their absence, the person assigned by the museum director) and collaborates to handle issues around facilities, security, accessibility, and more.Key Responsibilities:Leadership* Manages, motivates, and develops the Visitor Services (VS) team to ensure the highest standards of customer service and visitor satisfaction as well as safety and security. Galleries are staffed by year-round Gallery Attendants, student workers, and temporary staff as needed.* Advises the museum team with recommendations for institutional standards, staffing, structure, and skills necessary to serve visitors effectively and continually improve the overall visitor experience.* Provides core training to the VS team on daily operations, security protocols, and arranges additional trainings on special topics and skills, ensuring the team's understanding and sensitivity to issues of diversity, equity, inclusion, and accessibility (DEIA).* Monitors staff performance, providing regular check-in meetings and performance appraisals.* Enforces museum guidelines for the safety of visitors and artwork and supports staff in observing and enforcing the guidelines.Visitor Engagement* Advocates for visitor needs, perspective, and experience; models' best practices in all visitor interactions.* Gathers and disseminates accurate information to visitors on museum exhibitions, programs, events, tours, as well as services and accessibility resources through the use of printed collateral, digital tools, signage, etc.* Coordinates access and services to audiences with special needs.* Responds to visitor inquiries: email, telephone, web form submissions, etc.* Receives visitor feedback and surveys and shares them with the Rose team.* Looks ahead to ensure appropriate staffing and logistics plans for upcoming events and activities in the galleries, ensuring that group visits and events are managed efficiently. Collaborate with Rose team members to make sure resources are delivered and set up on time.* Resolves complaints and special requests from visitors while keeping supervisor apprised.* Observes visitor and Gallery Attendant behavior and recommends improvements to protocols when needed.Security and Facility* Acts as liaison between Museum and Brandeis Public Safety in all security matters; available to respond to emergency notifications 24/7.* In case of an emergency or evacuation while the VSM is on site, acts as incident commander; maintains training and certification in incident command.* Monitors video surveillance system and ensures proper functioning; monitors building access points and sign-in/sign-out protocols.* Controls building card access for all staff in cooperation with Brandeis Public Safety; manages and issues parking passes as needed.* Maintains familiarity with building systems and security protocols, recommends improvements, and adapts to changes when necessary.* Ensures all security, health, and safety incidents are dealt with promptly and according to the museum's incident management plans.* Serves as a key contact for Brandeis Facilities and contractors. Coordinates scheduling and access for Brandeis staff and vendors performing facilities work or responding to service requests.* Monitors building and grounds and reports any issues to Brandeis Facilities and the Deputy Director; collaborates and maintains communication with all parties to track and resolve facility issues. Participates in periodic facility review meetings.* Periodically reviews and updates training materials, emergency plan, and related items: egress signage, first aid kit contents, etc.Operations* Prepares Gallery Attendant schedule, ensuring that galleries are adequately staffed at all times.* Monitors all daily opening and closing procedures including activation and deactivation of electronic media in galleries. Works with the VS team to carry out all daily checks and ensures that galleries meet health and safety and housekeeping standards and comply with procedures.* Briefs all staff on the day's events, groups or visitors expected, and any special requirements.* Assists with maintaining and updating visitor registration system.* Ensures all internal signage for events is displayed and correct.* Maintains daily attendance sheet; reports out as requested; updates template as needed.* Collects quantitative and qualitative data about visitors and provides recommendations to improve the visitor experience, focus marketing efforts, maximize attendance and revenues, and provide our audiences with the best experiences and activities possible.* Oversees the museum's modest retail store: monitors point-of-sale system and inventory, fulfills remote orders, runs routine financial reports, reports any issues, and supports store growth.Position Requirements:* 5-8 years of work experience, ideally with at least 3 years customer service or retail experience.* 3-5 years of supervisory / management experience.* Has authority to hire, performance review, terminate employees & students.* BA required (work experience may be a substitute) in arts, business, communications, hospitality, or related fields.* Knowledge of point-of-sale systems required; knowledge of museum field/services and security preferred.* Primarily office environment; must be able to stand or sit for long periods while maintaining alertness and be able to lift up to 30 lbs.* Knowledge/understanding of DEIA values and related practices in recruitment/hiring and serving the public.To apply, please upload a letter of interest with your resume in one combined file.Commitment to Diversity, Equity, and InclusionDiversity, equity and inclusion are important values at Brandeis today and always have been for they are rooted in our founding as an institution. These values serve as a reminder for self-reflection, and a continuous call to grow for us as Brandeisans. Founded as a model institution for ethnic and religious pluralism, Brandeis University welcomes students, faculty, and staff of all nationalities, religions, and orientations. Moreover, social justice is central to the mission of Brandeis, which endeavors to foster a just and inclusive campus culture that embraces the evolving diversity of our larger society. Read more online about our Mission and Diversity Statements at Brandeis Mission and Diversity Statements.If you are interested in a role and have relevant experience but your work history does not align perfectly with every qualification in the job description, we nevertheless encourage you to apply.Closing StatementBrandeis University is committed to providing its students, faculty and staff with an environment conducive to learning and working and where all people are treated with respect and dignity. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, ethnicity, caste, sex, pregnancy, sexual orientation, gender identity/expression, including transgender identity, religion, disability, age, genetics, active military or veteran status and any other characteristics protected under applicable federal or Massachusetts law.