Description

The Visitor Engagement Manager (VEM) is responsible for the management and development of all visitor engagement and operational activities in the Fort Monroe Visitor and Education Center (VEC) and the Casemate Museum (CM) ensuring the delivery of an exceptional visitor experience. The VEM oversees the visitor center functions for Fort Monroe Authority, museum admission, guest experience, and the volunteer program. The VEM manages all logistical matters related to the visitor experience. This includes: overseeing admissions, selling tickets, scheduling groups and tours; group check-in, providing group orientation; monitoring and addressing visitor problems and concerns; observing and monitoring all activities and supports all MEI programs. The VEM oversees the Visitor Engagement staff, including full time and part time staff, as well as seasonal interns and volunteers. The VEM acts as a liaison to the Hampton Roads Convention Center and Visitor Bureau and the National Park Service supporting operating agreements revolving around the Fort Monroe Visitor and Education Center.

Responsibilities:

• Maintain a model Visitor Engagement program that focuses on an excellent visitor experience with low inconvenience and high safety and cleanliness standards, including a clean, organized, professional front desk area.
• Provides direct oversight of museum and VEC operations in the absence of the Director of Museums, Education and Interpretation.
• Create a monthly staffing plan to ensure adequate coverage based on needs and be prepared to cover open shifts when necessary.
• Conduct and oversee the daily opening and closing procedures, coordinate breaks and lunches, provide coverage personally as necessary and generates daily reports
• Collaborate and communicate effectively with MEI and FMA personnel and departments such as Educational Programs Manager, Public Programs Manager, Communications, and Venues and Events.
• Organize, coordinate and book tours, both paid and unpaid
• Recommend and coordinate staffing of tours with docents, volunteers, and/or MEI staff.
• Develops specialized tours.
• Provide support to all MEI programs and events.
• Operate and oversee ticketing of museum visitors, tours and special experiences
• Ensure all reservations for field trips, group sales and other special experiences or events are processed in a timely and efficient manner
• Conduct and oversee invoicing and payment collection and communicates with other MEI and FMA staff about field trips, tours etc.
• Ensure a high quality of service and a high level of visitor satisfaction through an evaluation program and oversight of all aspects of the full cycle of the visitor experience at the VEC and museum, including customer service, visitor safety and Fort Monroe information.
• Provide input to the FMA Communications Department to ensure that information about tours, special programs, FM history, special exhibitions, and programs are effectively shared with the public and by the Visitor Engagement staff.
• Address directly special visitor needs, issues, or incidents appropriately and in a timely manner, and handle difficult and sensitive visitor issues that are escalated beyond the manager level.
• Oversee daily Visitor Engagement operations, and proactively assess and recommend enhancements and improvements that are aligned with the MEI mission and budget.
• Works with volunteers to support training in visitor services functions and assigns daily tasks.
• Conducts development and training of docents.
• Collaborate and communicate in a highly productive and effective way with MEI staff and FMA on programs, events, operations, security, and other staff on all visitor-related issues.
• Manage safety and accessibility of public areas, and manage compliance with Americans with Disabilities Act (ADA) requirements for the VEC and CM.
• Ensure professional appearance and maintenance of front- and back-of-house Visitor Engagement areas, including public desks, office, break room, and temporary work spaces
• Oversee responsibilities, tasks, and workflow of Visitor Engagement staff to ensure smooth and efficient department operations.
• Provides input and guidance, and participate as necessary in the recruiting, hiring, training, supervision, and performance management of Visitor Engagement staff
• Develop, liaise with other departments, and participate as necessary in effective staff training programs, including about exhibition and program content, work safety, museum history, museum activities and programs, and visitor amenities.
• Direct Visitor Engagement administration and provide input to budgeting, including building short- and long-term goals, developing and improving policies and procedures, and managing projects.
• Provides input to manage policies and procedures improving staff performance, maximize resources, and streamline operations.
• Generate a variety of attendance reports for use in grant writing, attendance tracking, marketing, and education. Provide information for the preparation of report requirements including visitor research and evaluation activities.
• Utilize ticketing and event planning software program such as Gateway Ticketing, Event-Brite or Ticketure.
• Perform other duties as assigned.

Requirements

Education: Bachelor’s degree in administration, communications, hospitality, history, public history, or museum studies, Master’s degree preferred

Experience: Minimum of seven (7) years of visitor or customer service experience preferably in a museum or attraction setting. Must be able to use Microsoft Office Suite

Or combination of Education and Experience.