Reporting to the Director of Visitor Services, the Manager of Visitor Experience is responsible for ensuring that all visitors to Wave Hill have a welcoming experience and that operations run smoothly and efficiently. The Manager supports the Director of Visitor Services by executing the vision of the department and demonstrating a high level of customer service.
This position assumes a direct leadership role in managing the day-to-day operations of the team responsible for providing superior customer service to members and visitors. This team executes the daily tasks associated with admissions, Visitor Center and reception desks and volunteer coordination. Manager of Visitor Experience will work a Wednesday through Sunday schedule.
Primary Responsibilities and Duties:
Maintains close communication with and provides direct support to the Director of Visitor Services;
Manages a team of staff, including hiring, training, scheduling, task assignment and balancing workloads, mentoring and coaching, and performance management;
Manages daily Visitor Services operations, including daily cash drops/pickups, admissions and ticketing, membership sales, volunteer coordination, customer service onsite and via email and operator phone line;
Collaborates with and supports the Security division, ensuring room/equipment setup and any additional requirements are completed for all events, conferences, and tours;
Monitors departmental policies and procedures to ensure efficient and accurate operations, cash management, and reporting;
Creates and maintains comprehensive training materials and communication channels to keep the team informed of all policies, procedures, and updates;
Problem solves customer service matters when needed, and ensures the department maintains pleasant and professional member and visitor relationships;
Responsible for maintaining visitor services statistics and attendance records;
Maintains positive and collaborative working relationships with staff across Wave Hill to ensure consistent and streamlined operations;
Executes the implementation of new initiatives as outlined by leadership;
Represents the Director of Visitor Services in his/her absence;
Additional related duties as needed.
Requirements and Qualifications:
Minimum of 3-5 years’ experience managing a team, with an emphasis on customer service operations, preferably in a museum or cultural institution setting;
Excellent interpersonal and communication skills, both written and verbal;
Excellent problem-solving skills. Must possess the ability to exercise good judgment in ambiguous circumstances, make and implement decisions quickly and soundly;
Excellent organizational, analytical, and prioritization skills, with strong attention to detail;
Knowledge of POS/ticketing systems and constituent databases;
Proficiency with Microsoft Office;
Flexible schedule with the ability to work weekends and holidays;
Valid driver’s license
Salary range is $40k to 45K; based on experience.
Benefits package consisting of major medical, dental, vision, 401k and a pension plan.
To Apply: Send resume and cover letter to email@example.com Applications will be reviewed on a rolling basis until the position is filled, and only those receiving an interview will be contacted. No calls, please.
Wave Hill is an equal opportunity employer. We are committed to a diverse and inclusive environment for all employees.
Additional Salary Information: Salary range is between 40K and 45K based on the candidates experience.
About Wave Hill
Wave Hill is an internationally acclaimed public garden and New York City cultural center located on
28 acres in the Riverdale section of the Bronx, overlooking the Hudson River and the Palisades. Its mission is to celebrate the artistry and legacy of its gardens and landscapes, to preserve its magnificent views and to explore human connections to the natural world through programs in horticulture, education and the arts.