Visitor Services Manager

New Haven Arts; Waterbury (CT); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

403(b) with employer match

Short- and long-term disability

Free parking

Greater Waterbury YMCA membership

Professional development support

Job summary

The Mattatuck Museum in Waterbury, CT seeks a Visitor Services Manager to lead front-of-house operations, coach a six-person team, and drive memberships and shop sales. You will manage daily admissions, enhance guest experiences, and ensure accurate reporting.

The ideal candidate has hospitality and retail leadership experience, strong communication, and a customer-first approach, including weekend/evening availability.

Qualifications

• 2+ years in visitor services, retail management, hospitality, or front-of-house.
• Experience supervising, scheduling, and coaching front-line staff.
• Sales experience with memberships and retail.
• Proficiency with POS/ticketing systems and cash handling.
• Ability to stand, move, lift up to 30 lbs, and work weekends/evenings.

Responsibilities

• Drive front-desk sales and membership conversions.
• Boost shop sales with cross-selling and retail displays.
• Capture visitor emails during transactions.
• Aggregate monthly metrics and report attendance.
• Lead front-desk hospitality and warm welcome.
• Schedule and train part-time Associates.
• Oversee lobby presentation, inventory, and vendor relationships.

Skills

Visitor services

Retail management

Hospitality

Public engagement

Team leadership

Tools

POS/ticketing systems

Job description

Job Title

Visitor Services Manager

Reports To

Deputy Director

FSLA Status

Full-Time, On-site, Non-exempt

Salary

$50,000-$55,000 commensurate with experience

About the Museum

Small Institution, Big Impact

The Mattatuck Museum is a vibrant art and regional history museum located on the historic Green in downtown Waterbury, CT. Known for engaging the community through exhibitions, programs, and collections of national significance, the Mattatuck is a dynamic institution powered by a hands-on, collaborative team.

Position Overview

The Visitor Services Manager is a proactive, revenue-minded leader responsible for driving the daily guest experience, boosting earned revenue, and managing front-of-house operations. Reporting to the Deputy Director, this position manages a team of six part-time Visitor Services Associates. The ideal candidate brings a warm hospitality background, strong sales coaching skills, and efficient labor management. They will motivate front-line staff to actively engage every visitor, turning everyday admissions into museum memberships, shop sales, and memorable gallery experiences.

Key Responsibilities

Revenue Generation & Membership Growth

• Drive Front-Desk Sales: Set targets and actively coach Associates on converting daily visitors and program attendees into museum members.
• Boost Museum Shop Sales: Encourage active cross-selling at the front desk, guiding visitors to the Shop and maintaining inviting retail displays.
• Email & Data Capture: Ensure the team consistently captures visitor email addresses and contact info during ticket transactions.
• Reporting: Aggregate and report monthly metrics on membership conversion, email acquisition rates, and survey findings. Complete monthly reporting on visitor attendance.

Hospitality, Team Leadership & Tour Readiness

• Active Hospitality: Lead by example at the front desk - ensuring every guest receives an enthusiastic, warm, and helpful welcome.
• Gallery & Tour Facilitation: Train and schedule Associates to lead engaging tours for youth and adult groups and to support gallery interactions.
• Team Coaching: Recruit, onboard, and mentor part-time Associates, building a confident, sales-oriented, and guest-focused team culture.

Scheduling & Operations Management

• Staff Scheduling: Create and manage weekly schedules for Visitor Services Associates to ensure optimal coverage across daily museum operations, weekend shifts, and special after-hours events.
• Daily Operations & POS: Oversee front-of-house admissions, ticketing software workflows, daily register reconciliations, and overall lobby presentation.
• Visitor Experience & Resolution: Serve as the primary point of contact for visitor inquiries, feedback, and conflict resolution, ensuring a welcoming, inclusive, and accessible environment for all guests.
• Lobby Presentation & Materials: Maintain an organized, professional front-desk area stocked with up-to-date marketing, educational, and survey materials.
• Retail & Inventory Support: Support merchandise inventory intake (unpacking, logging, tagging, and pricing new items) and maintain store standards through shelf stocking, visual merchandising, and routine cleaning/dusting.

Qualifications & Requirements

• Experience: 2+ years in visitor services, retail management, hospitality, or front-of-house customer service.
• Leadership: Experience supervising, scheduling, and coaching front-line staff or customer service teams.
• Sales & Public Engagement: Proven comfort with sales (membership/retail), public speaking, or leading group tours/presentations.
• Operational Skills: Proficiency with POS/ticketing systems, cash handling, and scheduling tools; strong awareness of wage/hour coverage.
• Schedule & Physical Demands: Ability to stand/move throughout the facility and lift up to 30 lbs. Must work a regular schedule that includes weekend shifts and occasional evening events. Must live within 40 miles of the Museum.

Benefits

• Full benefits package including health, dental, and vision insurance (HSA with match)
• Paid vacation, personal, and holiday time
• 403(b) with employer match
• Short- and long-term disability
• Free parking
• Greater Waterbury YMCA membership
• Professional development support

The Mattatuck Museum is an Equal Opportunity Employer.