Assistant Director of Visitor Experience

Wave Hill; New York (NY); Presencial; USD 72.000 - 88.000; Jornada completa

Descripción de la vacante

Wave Hill in New York seeks an experienced Visitor Experience Supervisor to lead a diverse team and ensure a welcoming visitor experience. You will coordinate programs, rentals, and safety while partnering with Marketing and Operations to optimize communications and events.

The role requires 5+ years of supervisory experience in related settings, strong customer service and leadership skills, and flexibility for evenings, weekends, and holidays. A Bachelor’s degree is preferred.

Formación

• 5+ years of supervisory or management experience in museum, garden, or hospitality.
• Decisive and personable with calm handling of challenging situations.
• Strong interpersonal, supervisory and communication skills.
• Commitment to exceptional customer service and positive visitor experiences.
• Knowledge of Microsoft Office suite required.
• Experience with CMS/database systems is a plus.
• Flexible schedule including evenings, weekends, and holidays.
• Bachelor’s degree preferred.
• Valid driver’s license.

Responsabilidades

• Supervise full and part-time staff including managers and coordinators.
• Provide regular updates on policy, procedures, visitor complaints, and special requests.
• Develop and deliver frontline customer service training.
• Coordinate daily logistics of programs, events, and rentals to fulfill visitor experience.
• Collaborate with Marketing on visitor communications and signage.
• Assist Safety Committee, help implement safety procedures.
• Prepare weekly reports and visitor statistics.
• Support Senior Director on special projects and improvements.
• Act as Acting Director of Visitor Services in the Senior Director's absence.

Conocimientos

Customer service

Operations

Supervisory experience

Interpersonal skills

Communication

Microsoft Office

Educación

Bachelor's degree

Herramientas

CMS

Descripción del empleo

Key Responsibilities

• Supervise both full and part-time employees. Direct reports include the Manager of Visitor Experience, the Security Supervisor, two Visitor Experience Coordinators, and the greeter team.
• Provide the department with regular organizational updates on policy, procedures, visitor complaints, or special requests, and ensures that information is communicated to the rest of the Visitor Experience team.
• Develop and deliver customer service training for frontline staff to ensure a welcoming and engaging visitor experience.
• Oversee the daily logistical coordination of all activities on the grounds with the Manager of Visitor Experience and Security Supervisor, including public programs, special events, and rental activities to ensure that all activities contribute to the total fulfillment of the visitor experience.
• Work in collaboration with the Marketing department to create visitor communications, promotional materials, and site-wide signage.
• Serve as a member of Safety Committee and assist Security Supervisor in overseeing and implementing safety and security procedures.
• Prepare weekly reports and visitor statistical analysis.
• Support the Senior Director with special projects, strategic Initiative, and operational improvements.
• Serve as Acting Director of Visitor Service in the Senior Director's absence.

Qualifications

• Strong customer service and operations background with at least 5 years of supervisory or management experience, preferably in a museum, garden, or hospitality setting.
• Decisive and personable with the ability to handle challenging situations with calm and grace while affirming institutional policies and procedures.
• Strong interpersonal, supervisory and communication skills essential.
• Demonstrated commitment to providing exceptional customer service and creating positive visitor experiences.
• Knowledge of Microsoft office suite required.
• Experience with CMS/database systems a plus.
• Flexible schedule to include evenings, weekends, and holidays.
• Bachelor’s degree preferred.
• Valid driver’s license.

Schedule And Salary

• Annual salary is $80,000

Benefits

Medical, Dental, and Vision insurance, Life insurance, 401K and pension, and paid time-off.

Wave Hill is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Wave Hill is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, programs, and activities. To request reasonable accommodation, contact [e-mail].