Visitor Engagement Coordinator

The mission of the Neville Public Museum is to bridge communities and connect generations.  The Museum achieves this through exhibitions and public programs that feature ongoing collecting and sharing the voices of our communities.

Description: The Visitor Engagement Coordinator will play a key role in planning, implementing, and managing admissions desk staff, facility events and rentals in alignment to the mission and institutional brand. This role requires close coordination with multiple staff within the museum, as well as with external partners and stakeholders. The ideal candidate will have strong organizational skills, excellent communication abilities, and a proven track record in managing events and facility rentals.

Work Schedule: Tuesday noon to 8pm, Wednesday-Saturday 9am-5pm, evening hours related to facility rentals and Museum events.

Essential Duties
Key Responsibilities:

Fiscal Management: Responsible for fiscal performance of Admissions and Facility Rentals while providing daily reporting. Ensure that established Museum cash control procedures are followed.

Coordinates with Exhibitions Manager and Collections Manager on the department’s purchasing process; completes purchase orders, verifies receipt of purchased items, records purchases and routes necessary information to the finance department and purchasing division; trains departmental employees in purchasing policies and procedures and ensures compliance with rules and regulations.

Functions as a main point of contact for museum POS System (Blackbaud Altru).
Works closely with the Foundation and Media Technician to ensure all guest-facing technology such as website, POS, and kiosks, are properly functioning and coordinated with institutional brand messaging and offers being promoted to guests.Provides Director attendance statistics as requested.

Space Management: Front Desk Oversight (contract staff): Directs daily operations for ticketing and membership. Supervises contract staff participation at events, ensuring effective coordination and execution of facility rentals and public programs.

Forecasts and establishes staffing levels necessary to operate efficiently and within budget for daytime hours and evening events; provides staffing requirements for supervisors to schedule.

Oversees end-to-end guest journey, establishing steps of service that enable positive guest experiences that are keeping with organizational goals and result in high customer satisfaction reviews.

With assistance from the Exhibitions Manager, posts contract job openings, recruits job candidates, works with third party vendor on job hiring, payroll, and termination if necessary.

With assistance from the Exhibitions Manager, ensures that an efficient orientation and training program is in place and implemented for all new hires in Visitor Engagement.

Interacts with guests regularly, serving as a representative of the Museum and providing prompt and friendly customer service when needed.

Maintains a constant pulse on daily operations and demonstrates a positive example to staff by being visible and available on grounds.

Knows and understands the employee handbook and adheres to all stated disciplinary actions and personnel policies.

Has the ability to perform as a Visitor Engagement Associate as needed.

Reviews annually with the Education Specialist and trains contract staff in accessibility protocol such as tablet use for hearing/visual impairments and more.

Content/ Social Media Moderation: Works closely with team members to create and manage social media and website content as needed to ensure integration of content across channels, collaborating closely with colleagues across departments and overseeing the delivery schedule from each content creator.

Serve as website producer ensuring consistency of website content and strategy across digital properties.
Maintains a constant pulse on daily operations and demonstrates a positive example to staff by being visible and available on grounds.

Research Support: Assist the Education Specialist and Curator with research and content production related to programs related the annual exhibition and program plan.

Security: Review annually with Collections Manager and Exhibitions Manager and train contract staff in the protocol outlined in the Museum Emergency Response Plan. Provides annual recommendations and budgetary expenses for contract staff training and development.

During regular business hours monitors security and alarm systems and functions as a secondary point-of-contact for police and fire emergencies.  On call weekends and evenings for contracted staff as needed.
Partnership Management: Analyzes and evaluates programs and program partnerships to continually improve offerings and ensure positive experiences for visitors.

Works closely with the Exhibitions Manager and Director on audience cultivation and development as well as creating promotional content within the institutional brand.

Is the staff liaison for the Neville Public Museum Geology Club, the Neville Public Museum Astronomical Society and the International Film Society.  Operates audiovisual equipment during building rentals.
Manages the Museum Volunteer Database and participates in the annual recognition of volunteers.
Minimum Qualifications Required
Education and Experience: associate or bachelor’s degree in event management or hospitality & tourism management or a related field required plus 2 years’ experience in visitor/guest services in a leadership capacity; or any equivalent combination of education, training and experience which provides the necessary knowledge, skills, and abilities.