Visitor Services Manager

Mad; Miami, Fort Lauderdale (FL, FL); On-site; USD 52,000 - 76,000; Full time

Job summary

MAD Arts in Miami, FL is seeking a Visitor Services Manager to lead front-of-house operations and ensure an exceptional guest experience across galleries, shop, and ticketing. You will manage the Visitor Services team, coordinate with exhibitions and events, and uphold safety and accessibility standards.

Ideal candidates bring strong leadership, outstanding communication, and a hands-on approach to busy, immersive environments and visitor engagement best practices.

Qualifications

• Experience leading visitor services in museums or cultural venues.
• Excellent communication and guest service skills.
• Ability to manage high-traffic environments and emergencies.
• Familiarity with admissions, ticketing, and memberships.
• Comfort with immersive exhibition environments.

Responsibilities

• Lead and supervise visitor services team.
• Oversee admissions, ticketing, and gift shop operations.
• Coordinate with events, exhibitions, and programming.
• Maintain records on attendance and sales.
• Ensure safety and security protocols.

Skills

Leadership

Customer service

Communication

Problem solving

Crisis management

Staff training

Job description

At MAD Arts, every day is an opportunity to inspire and be inspired. We are a creative hub where artists, designers, and technologists come together to shape unforgettable visitor experiences. Joining our team means embracing curiosity, collaboration, and innovation. Our culture is inclusive, positive, and open-minded: we encourage testing new ideas and creating meaningful connections between art, technology, and the community. As part of MAD Arts, you will play a central role in ensuring that every guest leaves with an impactful, one-of-a-kind encounter with art.

What will you be doing?

The Visitor Services Manager oversees all aspects of visitor-facing operations, ensuring an exceptional and welcoming experience for every guest. This role manages the Visitor Services team, gift shop, ticketing operations, and front-of-house functions, while also collaborating with staff across exhibitions, events, and programming. The manager will act as the primary point of contact for visitor engagement, maintaining high standards of service, security, and operational efficiency.

Key Responsibilities

Visitor Experience & Team Leadership

• Lead and supervise visitor services staff, ensuring consistent, high-quality service delivery.
• Train and mentor staff on exhibitions, programs, safety, and customer service standards.
• Monitor visitor flow and proactively address concerns, accessibility needs, or feedback.

Front-of-House Operations

• Oversee day-to-day visitor services operations, including admissions, membership sales, ticketing, and gift shop.
• Manage cash handling, reconciliation, and reporting processes with accuracy and accountability.
• Maintain visitor information resources and ensure staff are up to date on exhibitions, programs, and events.

Security & Safety

• Monitor galleries, lobby, and event spaces to ensure the safety of visitors, staff, and artworks.
• Respond to emergencies, including building evacuation procedures, with calm and sound judgment. Coordinate with facilities and security staff to address custodial or safety needs as required.

Events & Activations

• Collaborate with Mad Arts staff on openings, activations, and special events, including evening and weekend programming. Ensure visitor services operations run smoothly during events, balancing hospitality with operational needs.

Administration & Reporting

• Maintain and improve systems for scheduling, reporting, and visitor feedback.
• Prepare reports on visitor attendance, sales, and membership conversion.
• Support marketing and communications efforts by relaying visitor insights and trends.

Qualifications

• Strong leadership and team management skills with a hands‑on approach.
• Excellent communication, problem‑solving, and customer service abilities.
• Ability to remain calm under pressure and exercise good judgment in high‑traffic or emergency situations.
• Knowledge of visitor engagement best practices within museums, cultural institutions, or entertainment venues.
• Comfort working in an immersive environment with light, sound, and interactive installations.

Physical Demands

• Frequent standing, walking, and interacting with visitors.
• Ability to lift and move up to 30 lbs on select occasions.
• Work involves active presence in galleries, gift shop, lobby, and outdoor spaces.