Director of Visitor Experience (Acting) | Guest Experience Leader

Wave Hill; New York (NY); On-site; USD 72,000 - 88,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Operations

Supervisory experience

Interpersonal skills

Communication

Microsoft Office

Education

Bachelor's degree

Tools

CMS

Job description

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.