Visitor Experience Manager

Jobtailor; New York (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

Jobtailor is seeking a Visitor Services Manager in New York to lead a 25–30-person team and ensure outstanding guest experiences across ticketing, memberships, and events. You will supervise cash handling, drive sales targets, and coordinate department operations to align with the museum’s mission and budget.

Responsibilities include staff training, scheduling, performance evaluations, and collaboration with multiple teams to enhance visitor satisfaction and streamline processes.

Qualifications

• Bachelor-level education or equivalent experience in visitor services, hospitality, or business.
• Proven ability to manage staff and operations in a fast-paced setting.
• Experience with cash handling, data analysis, and ticketing software systems.
• Proficiency with Outbound preferred.
• Strong leadership, sales, organizational, interpersonal, and communication skills.

Responsibilities

• Lead and supervise a team of 25–30 Visitor Services Associates.
• Supervise ticketing processes, reconciliations, and cash-handling protocols.
• Train staff, conduct monthly training sessions and performance evaluations, and support professional development.
• Oversee daily visitor experience operations and recommend mission- and budget-aligned improvements.
• Manage ticketing operations, end-of-day processes, and daily safe reconciliation.
• Develop weekly schedules and coordinate coverage for after-hours events.
• Coordinate General Visitor, Group, Birthday Party, Café seating, and ancillary attraction operations.

Skills

Staff Leadership

Cash Handling

Ticketing Systems

Customer Service

Budget Management

Education

B.A. in Business, Hospitality, or related field

Tools

Outbound Software

Ticketing Systems

Job description

• Lead and supervise a team of 25–30 Visitor Services Associates
• Supervise ticketing processes, reconciliations, and cash-handling protocols
• Train staff, conduct monthly training sessions and performance evaluations, and support professional development
• Oversee daily visitor experience operations and recommend mission- and budget-aligned improvements
• Manage ticketing operations, end-of-day processes, and daily safe reconciliation
• Develop weekly schedules and coordinate coverage for after-hours events
• Coordinate General Visitor, Group, Birthday Party, Café seating, and ancillary attraction operations
• Maintain inventories of visitor-facing, retail, front-of-house, and back-office supplies
• Monitor visitor feedback and implement customer-satisfaction improvements
• Sell memberships and support strategies to meet monthly and annual sales targets
• Collaborate with events, operations, security, Education, Public Programs, Special Events, and Membership teams
• Communicate policy updates, promotions, and museum programs to staff and enforce policies
• Develop and update handbooks, procedures, policies, and staff resources
• Review and approve payroll timesheets
• Manage relationships with IT and third-party ticketing vendors
• Support annual departmental budgeting and operational personnel and OTPS planning
• Spend at least 50% of time engaging directly with visitors and staff
• Perform other duties as needed

Requirements

• B.A. in Business, Hospitality, or related field, or equivalent of 3 to 5 years of visitor services experience, or equivalent sales or customer service experience within a cultural institution, tourist attraction, or theme park
• Proven ability to manage staff
• Demonstrated experience with cash handling, data analysis, and ticketing software systems
• Proficiency with Outbound preferred
• Excellent leadership, sales, organizational, interpersonal, and communication skills
• Strong ability to provide a high level of customer service
• Proven ability to manage budgets
• Exceptional attention to detail
• Ability to manage a diverse workload and prioritize effectively in a fast-paced environment
• Flexible and collaborative team player
• Excellent written and verbal communication skills
• Ability to work a non-traditional schedule
• Weekends and holidays required; evenings as needed
• Ability to stand and walk for extended periods
• Capacity to handle large crowds and navigate crowded spaces
• Proficiency using a computer for administrative and customer service tasks
• Ability to engage effectively with diverse groups of visitors
• Ability to lift and carry up to 25 pounds
• Frequent use of hands for typing, writing, and handling office equipment
• Bilingual and multilingual candidates strongly encouraged to apply

Demonstrates strong leadership and management skills in overseeing visitor services operations, including staff training, budget management, and customer satisfaction initiatives. Proficient in ticketing software systems and cash handling, with a focus on enhancing the visitor experience and achieving sales targets.

Highest-signal resume keywords

• Staff Management
• Cash Handling
• Ticketing Software Systems
• Customer Service
• Budget Management

Hard Skills

• Data Analysis
• Ticketing Operations
• Sales Strategies
• Inventory Management
• Administrative Tasks

Soft Skills

• Leadership
• Organizational Skills
• Interpersonal Skills
• Communication Skills
• Team Collaboration

Industry Keywords

• Visitor Services
• Cultural Institution
• Tourist Attraction
• Theme Park
• Customer Satisfaction

Tools & Technologies

• Outbound Software
• Ticketing Systems