Museums, Historical Sites, and Zoos
Website The Frick Pittsburgh
The Director of Enterprise, and Visitor Services plays a central role in ensuring that all visitors have a welcoming, engaging, and safe experience while visiting the Frick.
The Director of Enterprise and Visitor Services leads and provides strategic direction for three areas of the museum’s activities: (1) enterprise operations, which include the (onsite and online) Museum Store, The Café at the Frick and the facility rental program; and (2) visitor services, which includes the Museum Experience Associates and admissions.
The Director of Enterprise and Visitor Services leads a team of up to 30 people and has four direct reports: General Manager of Café Services; Museum Experience Manager; Store Manager; and Events Manager.
The Director of Enterprise and Visitor Services serves as a strategic partner for strengthening and evolving the standards and best practices of a service-focused visitor experience in a growing, fast-paced non-profit organization while supporting revenue goals.
The Director of Enterprise and Visitor Services works in a cross-functional manner with other members of the nine-person Senior Leadership Team to achieve the mission of the museum in ways that ensure financial sustainability, visitor satisfaction, and the safety of people and property.
· Must have a commitment to fostering a workplace culture of Equity, Inclusion, and excellent Customer Service.
Hours: 35 hours per week, with some weekend and evening hours required
Reports to: Executive Director
Status: Full-time, exempt with benefits
Salary: $77,540 – $90,850, based on experience
Responsibilities:
I. Enterprise Operations: 50%
- Oversee the strategy and execution of revenue-generating departments including ticket sales, café and museum store sales, and facility rentals; liaise with the Marketing and Communications department to drive promotion and sales.
- Maximize admissions revenue through the analysis of attendance trends and statistics; reporting on trends as appropriate to the senior management team
- Engage and inspire an entrepreneurial spirit throughout the site to explore new earned income initiatives.
II. Visitor Services: 30%
- Assess, build, and lead the overall quality of the visitor experience and daily operations; develop and ensure that department systems, procedures, and practices support effective operations while providing outstanding customer service and encouraging repeat visits.
- Oversee all customer relations, including ticketing (onsite and online), visitor complaints, safety incident reports, operation of an effective visitor center, and staff training in all aspects of customer service
- Implement assessment of the visitor experience through evaluation of all aspects of Visitor Services to drive continued process refinement and improvement.
- Complete and maintain Owner/Manager RAMP Certification Training through the PA Liquor Control Board.
- Support the Museum’s diversity and inclusion best practices to ensure that all visitors feel respected, warmly welcomed, and comfortable in the museum.
- With the Director of L&VE, ensure that the Frick is welcoming to all visitors and ADA compliant and implementing more extended accessibility. Works with the Marketing and Communications department on coherent wayfinding,
- Be an ambassador for the Frick engaging daily with our visitors and guests and ensuring a consistent, and safe experience.
III. Staff Management: 20%
- Supervise managers to effectively implement and adhere to budgets and purchasing policies.
- Establish and maintain long-term strategic and short-term daily operating plans and influence and inspire teams to collaborate effectively.
- Conduct annual performance reviews and informal performance assessments for managers and coordinators in ways that unleash maximum performance and employee satisfaction.
- Hire, coach, manage, and mentor staff that includes 4 direct reports and an overall team of 30 full and part-time staff.
Position Requirements
- Must possess a bachelor’s degree in business or related field or equivalent experience
- Must have five years or more of demonstrable experience in earned income and income generation venues
- Must possess five or more years prior management experience
- Proven ability to remain calm and confident under pressure, using sound operational judgment to resolve complex issues.
- Experience in a management role, with a proven ability to lead, motivate, and develop a diverse team.
- A track record of working collaboratively as part of a team to deliver a high-quality visitor service.
- Comfort with technology, including familiarity with Office 365
- Possess a valid driver’s license
- Must pass a background check
- Background check must qualify candidate to be able to carry the PA Liquor Control Board Owner/Manager Certification.
The Frick Pittsburgh is an Equal Opportunity Employer that is committed to fostering a workplace culture of accessibility, inclusion, diversity, and racial equality and urges all diverse candidates to apply.
To apply for this job please visit thefrickpittsburgh.applytojob.com.