Director of Visitor Services, Genesee Country Village & Museum

Genesee Country Village & Museum, located in Mumford, NY, 25 miles outside of Rochester, is the largest living history museum in New York State. Our 68-building Historic Village, John L. Wehle Gallery, and Genesee Country Nature Center host nearly 100,000 guests each year on site, off-site around the community, and online across the world. Learn more on our website www.gcv.org.

Reports to: Vice President of Marketing & Visitor Services
Position Type: Full time, Year-round, Non-Exempt
Supervises: 6-8 part-time seasonal customer service staff
Hours: 40 hours a week. Weekends required frequently, nights and holidays occasionally required.

The Director of Visitor Services, reporting to the VP of Marketing and Visitor Services, is responsible for managing activities that support and guide admissions and retail services, including (but not limited to) staff hiring, training, and scheduling. This role will work across our programs and teams, with the goal of providing the best customer service possible to visitors and colleagues.

SPECIFIC RESPONSIBILITIES (includes but not limited to):

Provide leadership for the day-to-day operations of the admissions department. (45%)

• In consultation with the Vice President of Marketing & Visitor Services, advise on admissions strategies related to event pricing, timing, and details to maximize the department’s resources and maximize the Museum’s earned income potential.
• Evaluate, advise, and execute visitor services logistics related to the Museum’s programs and events including online and on-site admissions ticketing, customer orientation and flow, and reporting.
• Create and manage the budget for admissions.
• Work in tandem with the Content Marketing Manager on efforts related to the marketing of the Museum’s events, with particular attention to customer perspective, consistency across channels, and timely and accurate information.
• Coordinate and distribute onsite visitor information (maps, day sheets, wayfinding, menus, flyers, membership and donor materials, etc.);
• Lead the department in data collection and reporting admissions sales and attendance on a consistent basis.
• Help develop, communicate, and enforce Museum policies to visitors.
• Support, collaborate, and share information with all Museum departments and operations, as necessary.

Provide leadership for the day-to-day operations of the Museum’s retail stores. (35%)

• In partnership with the Vice President of Marketing & Visitor Services, help to develop and execute season-long strategies for retail buying and pricing for two retail locations and pop-ups as needed.
• Oversee day-to-day operations of point-of-sale system in retail and ecommerce system. (including sales, cash management and reconciliation, and reporting);
• Create and manage the budget for retail store.
• Purchase all merchandise for the museum shops; receive goods, set prices, and control level of purchasing inventory.
• Help drive daily retail sales (store, restaurants) and membership sales through effective cross-merchandising displays.

Staff Management, Hiring, and Training (15%)

• Hire, train, and manage customer service staff (scheduling, payroll, etc.)
• Set standards in operations for customer service.
• Crosstrain employees to maximize efficiency of customer service team.
• Work with the Volunteer Coordinator on outreach, orientation, training & scheduling of volunteers.
• Work within and enforce all Museum policies and procedures.
• Stay abreast of trends impacting visitation, customer service, accessibility, and diversity (5%)
• Represent the Museum at local and regional tourism and industry-related events and meetings.
• Benchmark with like institutions on common visitor policies and procedures.
• Evaluate, brainstorm & implement necessary ADA accommodations.
• Attend training- webinars, courses & tutorials to stay informed regarding changes in laws & access requirements.

• 5-7 years’ experience in the hospitality/customer service industry, specifically in event management, tourism, retail or museum management.
• Prior supervisory experience required.
• Familiarity with and prior use of point of sales and CRM systems (CounterPoint, Rocket Rez, Square, HoneyBook); or similar platforms to manage ticketing, memberships, visitor data, and sales operations. Able to troubleshoot issues, train staff, and use system data to inform strategic decisions.
• Proven ability to work independently and as part of a team, maintaining strong relationships with a range of people including, but not limited to, board, donors, members, staff, volunteers, clients, and vendors
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Commitment to GCV&M’s mission and values.

Salary & Benefits:

Salary:

$24-27/hour

Benefits:

We are proud to support the health and wellbeing of the people we employ. We offer a competitive, comprehensive benefits package that includes Medical, Dental, Vision, Life Insurance, NYS Disability, Supplemental Disability, Vacation, Personal time, Floating Holidays, accrued NYS Sick Leave and an employee assistance program.

Equal Employment Opportunity Statement:

Genesee Country Village & Museum is committed to a policy of Equal Employment Opportunity with respect to all employees, applicants, and interns for employment. We recruit, hire, train, and promote without discrimination due to race, color, sex, age, disability, religion, citizenship, national origin, military or veteran status, marital status, gender identity and expression, sexual orientation, and any other status protected by applicable federal, state, or local law.

Diversity Statement:

Genesee Country Village & Museum is actively committed to broadening our understanding of DEAI (Diversity, Equity, Accessibility, and Inclusion), and making it part of everything that we do. Guided by our mission, values, and inclusive culture of curiosity, we celebrate the stories of our shared past; connect the rich diversity of the 19th century to the present; and collaborate with the communities we serve to create welcoming spaces for learning, work, exploration, and play.

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