Vizcaya Museum and Gardens in Miami, Florida, seeks its first Visitor Services Manager. Vizcaya is a National Historic Landmark that is accredited by the American Alliance of Museums. In conjunction with the estates approaching Centennial, efforts are underway to transform visitor experience through expansion into the historic Vizcaya Village and to enhance the institutions role as a vital community asset.
The Visitor Services Manager position requires a resourceful and experienced customer service professional who can provide a welcoming environment and excellent experience for all of Vizcayas visitors from arrival to departure.
The Visitor Services Manager oversees Ticket Booth and future welcome center operations, supervising Concession Attendants and Vizcayas point of sale system. Makes recommendations regarding hiring, discipline and promotion of subordinates; prepares staffs work schedule; authorizes leave and overtime; conducts front line staff meetings; evaluates employee performance; ensures staff are properly trained and attired. Develops employee morale by empowering front line staff, while maintaining a visible leadership presence. Responds immediately to visitor complaints and concerns. Assists and fills in at the Ticket Booth as needed.
Manages collection and processing of daily receipts, daily accounting, posting and reconciliation in compliance with Vizcayas established financial policies and procedures. Serves as Vizcayas liaison with the provider of the museums point of sale system; analyzes, identifies and monitors sales trends; creates reports from point of sale software. Manages inventory of admission tickets, guidebooks and audio tour equipment.
Co-chairs the Visitor Services Task Force and advises other staff on operational issues and opportunities to improve visitor experience and amenities, including planned integration of the Vizcaya Village. Anticipates visitor needs and resources, provides direction and support for visitor services programs and policies, and ensures high levels of integrity and professionalism. Develops recommendations for increasing sales and participation in membership and other programs.
Outdoor, evening, weekend and holiday work required.
Minimum Qualifications: Bachelor's degree in Business, Hospitality, Management, Marketing or related field. A minimum of two years of experience in customer service/visitor services preferably in museums, attractions, or tourism guest relations environments is required. Experience in cash handling and management and working with complex ticketing systems is highly desired.
Preferences: Fluency in both English and Spanish; experience in developing and delivering customer service training programs and working with volunteers; knowledge of membership programs; and conflict-resolution and problem-solving skills.