Visitation & Facilities Manager

Museum MACAN (Modern and Contemporary Art in Nusantara); Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading art institution in Indonesia is seeking a Facilities and Visitor Services Manager to lead the Facilities Department and oversee visitor experiences. This role requires at least 3 years of experience in General Affairs or Building Management and excellent communication skills in both Bahasa Indonesia and English. The successful candidate will manage budgets, ensure safety compliance, and optimize visitor services during exhibitions, fostering a memorable experience for all museum attendees.

Qualifications

• Excellent verbal and written communication skills in Bahasa Indonesia and English.
• Basic proficiency with Microsoft Excel and Word required.
• Strong project management skills and attention to detail.
• Ability to display sensitivity, tact and responsiveness with visitors.
• Ability to organise, prioritise, and meet deadlines in a fast-paced environment.

Responsibilities

• Lead and oversee the Facilities Department to ensure compliance with Facility Standards.
• Manage Facilities budgets for cost-effectiveness.
• Coordinate building maintenance and repairs.
• Ensure outstanding customer service for all visitors.
• Oversee day-to-day operation of the museum.

Skills

General Affairs Management

Building Management

Project Management

Interpersonal Skills

Microsoft Excel

Microsoft Word

Communication

CRM experience

Education

Minimum 3 years in General Affairs/Building Management/Operation Management

Job description

Facilities Department

To lead and oversee the Facilities Department to:

• Oversee strict compliance with the Museum’s Facility Standard to ensure that all processes, materials, utilities and equipment in the museum are operating according to the Facility Standard and Operational Procedures.
• Schedule and oversee a program for building maintenance and repairs for the safe and secure operation of the museum.
• Ensure proper record keeping for all facilities operational processes.
• Manage Facilities budgets to ensure cost-effectiveness.
• Oversee maintenance contracts with vendors and contractors.
• Coordinate the relationship with Building Management Planning and development.
• Plan and oversee all Museum Project Plans, draft reports and make written recommendation to management and board as requested.
• Strive to increase energy efficiency and cost‑effectiveness of the Museum facilities by reviewing existing plans and processes and advising new processes as required.
• Exhibition planning, Museum Access and Workplace Safety.
• Oversee and review all Exhibition Plans and Risk Management plans developed by the education team and exhibitions management team as part of the exhibition planning and implementation process to oversee the scheduling of all works and to ensure that any fabrication and/or building work within the museum facility complies with the Museum’s Facility Standard. This will require liaising with Exhibition, Exhibition Design, Education and Visitation Teams to discuss proposed exhibition designs, public programmes and construction programmes that comply with the Facility Standard, and museum protocols with respect to visitor flow, and museum experience.
• Liaise with Exhibition, Visitation, Registration and any relevant internal team, as required to coordinate and schedule access to storerooms, collection stores, meeting rooms and event and exhibition spaces. Ensure that proper record keeping is maintained.
• Supervise the implementation of the latest and updated health and safety protocols, security procedures, and emergency procedures in the Museum.
• Undertake Health and Safe Working inductions, as required, for staff or contractors employed or contracted within the museum.
• Maintain an annual Facilities Training programme for all relevant staff to ensure compliance with the Museum’s Facilities standards.
• Capable of designing and executing marketing programmes that successfully raise public interest and visitor turnout for the museum.

Visitor Services

To lead and oversee the visitation teams:

To ensure outstanding customer service and museum experience for all visitors in the museum.

To oversee all hospitality requests and liaison for museum visits by officials, guests and VIP guests of the museum.

To handle concerns, comments, and complaints from visitors that cannot be settled by the Visitor Service Team or front‑liners.

Oversee day‑to‑day operation plan for the Museum including human resources allocation, coordinate Museum calendar and activities, coordinate with Department of Education and Public Programme Department, Communication Department, Event Hire calendars.

Maintain a smooth, thorough and holistic museum flow and ecosystem for visitors.

Oversee internal coordination of 3rd Party Ticketing partners.

Communicate with other departments to ensure operational awareness of all Visitor Service functions. Strategic planning and reporting.

Oversee and lead the development of visitor experience strategies and plans liaising with Membership, Communications, Education Development and relevant internal teams to ensure good visitor relations, return visits and engagement.

Produce regular visitation reports for internal distribution and board reporting.

Liaise with Communication and Marketing Departments to run regular analysis on all aspects of visitation, including ticketing, capacity, pricing, opening hours, and customer satisfaction.

Maintain an annual Visitation Training programme for all Security Officers, Visitor Service Officers, Museum Assistants, Cleaning Service Officers and all relevant staff and contractors to ensure compliance with the Museum’s visitation and customer service standards.

Qualification

Education & Experience

• Minimum 3 years’ experience in General Affairs/Building Management/ Operation Management.
• Excellent verbal and written communication skills in Bahasa Indonesia and English.
• Basic proficiency with Microsoft Excel and Word required.
• Strong project management skills and attention to detail.
• Friendly and outgoing manner, with excellent interpersonal skills.
• Previous project planning experience.
• Ability to display sensitivity, tact and responsiveness with visitors, volunteers, staff and colleagues.
• Ability to organise, prioritise, and meet deadlines in a fast‑paced environment while effectively managing multiple projects with creativity and flexibility.
• Confidence and ability to work independently, while maintaining consistent and relevant communication with management.
• Resourcefulness, poise and fluent adaptability to unexpected situations and developments.
• Willingness to pitch in where needed.
• Ability to work well as part of a diverse team, keeping others informed, managing expectations across departments, and highlighting opportunities and risks associated with projects.
• Previous experience with CRM.

About Museum MACAN

The Museum of Modern and Contemporary Art in Nusantara (Museum MACAN) will be the first institution of its kind in Indonesia, providing public access to a significant and growing collection of modern and contemporary art from Indonesia and around the world.

Dedicated to supporting interdisciplinary education and cultural exchange, the institution will also offer a wide variety of public programmes and a dynamic exhibition programme. As part of its mission, the museum will be an important platform for local and international artists to present their work to a global audience, and will commission new works by artists that broaden perspectives on contemporary art in and beyond Indonesia.

Museum MACAN will also offer professional development opportunities for artists, curators, and other arts‑focused young professionals to help build upon the energy of Indonesia’s vibrant arts ecology.