Manager, Visitor Services

DEPARTMENT: Visitor Services-Strategy & Operations
REPORTS TO: Vice President, Visitor Services
CLASSIFICATION: Exempt
SALARY: $72,000 - $77,000 per year
DATE: December 2022

POSITION OVERVIEW

The Visitor Services Manager is part of a larger management team that oversees the overall daily operation of the Visitor Services (“VS”) department which includes the Box Office, the Museum entry, on the Memorial Plaza and within the Museum. The VS Management team oversees the VS Supervisors, VS Associates and VS Volunteers to ensure visitors to the National September 11 Memorial & Museum have a safe, educational and beneficial experience.

The VS Manager is expected to have a wide range of proficiencies across all operational functions. These functions will include but are not limited to: scheduling, training, inventory/cash management & controls, volunteer management & payroll/human resources management. While many of these functions will be a shared responsibility of the entire VS Management Team, each member of the team will have a primary focus.

ESSENTIAL FUNCTIONS

Manage, motivate and develop the Visitor Services team to ensure the 9/11 Memorial & Museum visitor service standards are met.

  • Hire and onboard new team members.
  • Monitor staff performance and conduct appraisals as well as disciplinary meetings.
  • Develop & administer staff training programs.
  • Prepare daily operating plan including distribution of all relevant, accurate and updated information.
  • Act as “Manager on Duty” for all Visitor Services Operations when scheduled.
  •  Ensure all staff including volunteers are adhering to the 9/11 Memorial & Museum policies, procedures and systems.
  • Work with VS Supervisors to maintain aesthetics both within the Museum & on the Memorial Plaza.
  • Maintain presence in the operation including providing support for VS Supervisory team on the floor.
  • Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory level.
  • Work with other Museum departments on special projects or events.
  • Handle a large variety of complex tasks and prioritize workflow in a fast-paced office environment.
  • • Administer any other projects or functions, at the request of the Vice President, Visitor Services.
  • • Performs other duties, as needed.

OTHER RESPONSIBILITIES

  • Promote a healthy work environment for the Visitor Services department.
  • Represent the Vice President, Visitor Services as required.
  • Attend meetings as requested.

REQUIRED SUPPORT FORORGANIZATIONAL EVENTS

  • Participate in the Annual 5K Fundraiser and 9/11 Commemoration, as necessary.
  • Assist with other special projects and events in support of the 9/11 Memorial and Museum, as necessary.

QUALIFICATIONS/SKILLS/REQUIREMENTS

  • Bachelor’s degree (or equivalent experience) is required.
  • Experience with Gateway ticketing systems is preferred.
  • Must have a minimum of three year’s visitor services management or supervisory experience at an attraction, point of destination or public venue.
  • Project management experience is preferred.
  • Ability to take responsibility and act with authority and accountability.
  • Demonstrated track record of hiring, training, and motivating diverse staff and volunteers.
  • Ability to work well independently as well as part of a team.
  • A willingness to work non-traditional hours.
  • Strong written and oral communication skills.
  • Ability to manage a variety of tasks and determine priorities.
  • Excellent attention to detail and well-organized.
  • Hands-on leadership and strong motivational skills, coupled with a professional and flexible manner.
  • Excellent people skills and ability to interact well with a wide range of people and personalities of all levels within and outside the 9/11 Memorial & Museum.
  • Must adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, bid documents, security and life safety incidents, and labor relations.

HOW TO APPLY

  • Submit resume and cover letter to 911mmvsjobs@911memorial.org, with position title in subject field.
  • Please indicate the location where job posting was seen.

WORK ENVIRONMENT/PHYSICAL DEMANDS

The physical demands and work environment described in this job description are representative of those that the employee will encounter and are expected to meet
to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to see, be mobile, and have the ability for 2-way communication with the public and staff.

The work environment is both an indoor, climate-controlled office environment within the museum comprised of cubicles and meeting space. It can also be outdoors and within the Museum depending on the needs of the operation. The noise level in the office environment is usually low. The noise level in the Museum and Memorial environment varies. There are no protective devices necessary to be worn or utilized in the office work environment. Minimal travel is required.
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  • This job description is a descriptive list of the responsibilities and qualifications associated with this position and are not intended to be all inclusive.
  • Employees are expected to also perform other business-related duties as assigned by the supervisor or other management.
  • The organization reserves the right to change, modify, or reassign job responsibilities, duties, and scheduled work hours as per business needs.

The National September 11 Memorial and Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is committed to an organizational culture that supports and reinforces our values regarding diversity, equity, inclusion, and accessibility (DEIA). We seek to build a collaborative, open, and equitable space where staff want to be, knowing that their contributions, professional expertise, and distinct voices are valued and respected. We encourage and celebrate an inclusive environment where candor and participation, when it comes to sharing ideas and collaborative problem-solving, are welcomed regardless of one’s role at the Museum or background.

Reasonable accommodations may be made to qualified candidates, during the interview process, to enable individuals with disabilities an opportunity to interview.

Effective April 30, 2022, the National September 11 Memorial and Museum (9/11 Memorial & Museum) requires all eligible employees be fully vaccinated and boosted against COVID-19 as a condition of employment and provide proof of such vaccination prior to their joining the institution.