Visitor Service Manager

POSITION SUMMARY:
The Visitor Service Manager will develop and administer a comprehensive volunteer tour guide program.

ESSENTIAL FUNCTIONS:
? Identify sources of volunteers and solicit candidates to support guide service needs
? train and coordinate volunteer and paid tour guide staff in accordance with the museum?s mission and policies
? coordinate with museum?s staff to develop volunteer education program
? establish uniform standard and incentive programs for volunteer staff
? coordinate schedule to provide tours at special events, pre scheduled tours and contracted services
? assist in the implementation of company policy regarding hiring, review and termination of full-time and part-time tour guide staff as directed by Executive Director
? gather feedback from tour participants, and communicate feedback to senior management
? adapt tour program as instructed based on results of feedback evaluation
? gather feedback from tour guide staff, and communicate feedback to senior management
? convey any changes in tour program to tour guide staff as instructed based on results of feedback evaluation
? assist with and resolve any Customer Service issues, in accordance with predetermined company policy
? address any issues of concern with senior management
? support sales department as needed
? observe facility security concerns at all times

*all other duties as assigned

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
High school diploma or equivalent
Strong written and verbal communication skills are essential
Must have good organization skills
Ability to organize and lead a staff of volunteers
Must be able to stand for long periods of time, and be available to work weekends
Basic computer knowledge