Senior Visitor Experience Manager

ViziRecruiter,LLC.; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Henry Street Settlement seeks a Visitor Experience Manager to supervise, train, and schedule Front Desk staff across multiple locations, ensuring a welcoming environment and consistent service. This role collaborates with the team to support events and coordinate space rentals, reporting to the Chief Officer for Facilities and Operations.

The position emphasizes customer service, teamwork, and strong communication, with weekend/evening supervision, attention to detail, and the ability to manage

Qualifications

• High school diploma or GED required.
• Minimum 3 years of relevant experience.
• At least 3 years of supervisory experience.
• Excellent verbal and written communication skills.
• Strong organizational skills with attention to detail.
• Flexible schedule for weekend/evening supervision.
• Proficient with office equipment and routine processes.
• Computer literacy: MS Office, Google Suite, Teams, scheduling software.
• Experience with UKG, Nexudus, Skedda, MaintainX is a plus.
• Customer service oriented with a diverse community focus.
• Ability to train and supervise staff across multiple sites.

Responsibilities

• Develop and implement an ongoing agency-wide training program for front desk staff.
• Assess coverage needs at multiple sites and build a flexible schedule network.
• Coordinate space rentals with community inquiries and scheduling.
• Supervise front desk staff across locations including hiring and performance reviews.
• Ensure reception areas are clean, quiet, and well-organized.
• Prepare timely and accurate reports.
• Assist with shipping, mail, and interoffice protocols as needed.
• Perform other duties and special assignments.

Skills

Verbal communication

Written communication

Interpersonal skills

Organizational skills

Training experience

Customer service

Team leadership

Flexible schedule

Independent and team work

Problem solving

Security system operation

Education

High school diploma or GED

Tools

Microsoft Office

Google Suite

Microsoft Teams

UKG

Nexudus

Skedda

MaintainX

Job description

Introduction

Henry Street Settlement is like no other organization, and our positions are not ordinary jobs. Every day Henry Street’s dedicated team carries out a 130‑year blueprint of service to our community established by our founder, Lillian Wald, in 1893.

Overview

The Visitor Experience Manager oversees the supervision, training, and scheduling of Front Desk team members across multiple locations, ensuring a welcoming and inclusive environment. This role focuses on delivering exceptional visitor experiences, maintaining consistency, dependability, and accountability in all interactions. The Front Desk Manager will collaborate with other team members to ensure smooth daily and special events operations. This role provides an opportunity to lead and train an essential team in workplace skills including communication, collaboration, customer service, and problem-solving. Additionally, the Manager will coordinate space rentals, manage inquiries, and ensure proper scheduling and facility utilization, reporting directly to the Chief Officer for Facilities and Operations.

Responsibilities

• Develop and implement an on-going agency-wide training program for all front desk team members, in collaboration with key stakeholders.
• Assess and provide reception coverage needs at multiple sites and create an effective coverage network, ensuring flexibility and adaptability to changing situations and duties.
• Serve as the liaison for renting space to outside stakeholders, including coordinating with the community, handling inquiries, and ensuring proper scheduling and use of facilities.
• Supervise the front desk team across locations, including hiring, scheduling oversight, training, and performance evaluations.
• Ensure reception areas are clean, quiet, and well-organized.
• Preparation of timely and accurate reports.
• Perform other related duties and special assignments as required.
• Manage shipping and receiving and interoffice mail protocols.

Requirements

• High school diploma or GED required.
• Minimum of 3 years of relevant experience required.
• At least 3 years of supervisory experience required.
• Excellent verbal and written communication skills.
• Strong organizational skills with attention to detail.
• Able to maintain a flexible schedule to provide supervision and training for team members working on weekends and evenings.
• Proficient with office equipment, including telephone systems, copier, printer, fax machine, scanner, time and attendance, and postage machine.
• Computer literate and able to quickly learn Microsoft Office programs (Word, Excel, PowerPoint, Outlook), Google Suite, Teams, and scheduling/management software UKG, Nexudus, Skedda, MaintainX.
• Strong passion for serving individuals from diverse cultural, economic, and social backgrounds.
• Excellent customer service skills with a commitment to providing a welcoming and supportive environment for all guests.
• Track record of successful training experience.
• Ability to work effectively both independently and as part of a team.
• Quick to learn and operate security camera and door systems.
• Strong interpersonal skills.
• Proficiency in Spanish or Chinese (Mandarin or Cantonese) is a plus.

Essential Physical Job Functions:

• Ability to read, hear, and type with accuracy.
• Ability to work on-site on the Lower East Side at multiple sites.
• Ability to climb stairs.