Director of Visitor Experience

Jul 17 2020
Bishop Museum |Honolulu|Full Time
Job Description

The Director of Visitor Experience is responsible for ensuring exceptional customer service for all visitors to Bishop Museum. He/she is a key leader on campus to oversee the visitor experience and ensure that the facility is clean and well-maintained, exhibits are functional, coverage of the public buildings is sufficient, and that Museum staff consistently provide the highest standards of customer service to all guests. The Director of Visitor Experience directly oversees the Reservations team and is responsible for maintaining and implementing effective training and standard operating procedures for the Museum’s reservations system. He/she works collaboratively with the Education, Sales, Institutional Advancement, and Service Systems Associates teams to oversee the daily schedule of programs and events as well as special public events, and facilitates the bi-weekly Public Programs team meetings. In addition, the Director of Visitor Experience manages the Museum’s evaluation program and evaluation committee, is responsible for developing and implementing evaluation protocols and instruments to support exhibitions, programs, and other initiatives across the Museum. He/she acts as a primary clearinghouse for questions about events and programs at the Museum, manages visitor requests and complaints, and acts as the internal visitor champion. This position oversees a department of six.

 

Duties and Responsibilities

 

Museum lead to ensure the highest levels of visitor enjoyment and experience at Museum:

  • Point person for visitor comments and complaints; take action ‘on the spot’ and in longer term to follow up on visitor concerns.
  • In collaboration other department directors, research and understand visitor market trends as they relate to changes and cycles of visitor experiences (local, east and west bound travelers) and coordinate with other Museum departments to ensure innovative and appropriate experiences
  • Coordinate with other Museum Departments to support and develop alternate streams of revenue
  • Keep Museum management informed concerning present and potential problems related to the visitor experience; make suggestions for improved and innovative ways of addressing issues
  • Perform regular rounds through buildings to monitor visitor safety and quality issues and make recommendations and or solutions to Museum management.
  • Work with other departments to ensure adequate levels of staffing and volunteers in public contact positions.
  • Ensure all internal signage is displayed correctly and coordinated with Museum branding; manage temporary signage displays for events and other short-term signage needs.
  • Serve as information source for museum staff on museum operational and program issues; serve a conduit between weekday and weekend operations of the Museum and act as point person for ensuring clear communication between weekday and weekend museum operations.
  • Work weekends and holidays as required by the nature of visitor attendance and of weekend programming; position is expected to work a Tuesday – Saturday or Sunday – Thursday schedule.
  • Serve as liaison with other museum departments such as Building and Grounds, Education, Exhibitions, Sales, and Institutional Advancement when dealing with visitor experience-related issues.
  • Serve as liaison on customer service issues with Museum contractors, including parking contractor, retail and admissions provider, café provider, and transportation provider.
  • Ensure all staff are fully briefed as to the day’s activities and that staff have access to all current information and leaflets.
  • In coordination with the Director of Buildings and Grounds, assess Museum grounds, signage, services, traffic flow, staffing levels and customer service on ongoing basis to maximize visitor experience.
  • Field requests for free admission and discounted admission to museum, for reduced or free requests for facility use, and for the museum’s participation on offsite events.

Manage the Museum’s evaluation program:

  • Coordinate and oversee the evaluation committee and manage monthly meetings. Ensure evaluation instruments for public programs are vetted through the evaluation committee; manage data collection procedures; and ensure feedback is appropriately disseminated to improve guest satisfaction.
  • Develop and implement evaluation protocols and instruments including topic testing for special exhibitions, teacher surveys, and summative evaluation of the visitor experience through site intercepts, suggestion form feedback, online surveys, timing and tracking, and other measurements.
  • Track Net Promoter Score (NPS) on a monthly basis; identify areas of opportunity for improvement and work directly with staff across the Museum to share feedback and ensure follow-up.

Oversee Museum Reservations:

  • Oversee the Reservations team; together with the Reservations Coordinator, maintain and implement effective training and standard operating procedures for the Museum’s reservations system.
  •  Manage all school group and general group visit bookings and develop viable transportation options to and from Museum in coordination with the Director of Education.
  • Work collaboratively with the Education, Sales, Institutional Advancement, and Service Systems Associates teams to oversee the daily schedule of programs and events as well as special public events.
  • Ensure that group visits and educational visits are effectively scheduled and coordinated with other departments across the Museum.
  • Ensure the main reception line and Ho`okipa Desk for Museum is adequately covered (9-5 daily)

 Additonal Duties: 

  • Take a leadership role in the management of the Museum’s ALTRU CRM, including managing public programs and events.
  • Designated point person at Bishop Museum for assessing museum access for visitors with disabilities.
  • Work with Sales Director and other staff in planning, testing, and booking fee-based special experiences.
  • Facilitate the bi-weekly Public Programs team meetings.
  • Represent Museum in media interviews and promotions.
  • Participate in other program working groups as needed.
  • Other duties as assigned.

Qualifications

  • Minimum of a bachelor’s degree from an accredited four-year college or university; a graduate degree is highly preferred.
  • At least five years’ progressive experience in managing a customer service operation in a museum, live entertainment, hospitality, or amusement organization.
  • At least five years’ experience in hiring, training and managing staff.
  • Experience in managing evaluation of museum exhibits, programs and projects.
  • Demonstrable track record of conceiving, developing, and delivering programs and events, preferably in a museum setting.
  • Experience in developing and managing budgets.
  • Strong budget and project management skills.
  • Solutions oriented, diplomatic problem solver and true team player.

Other Requirements

  • Flexibility in working hours, as some evening and weekend work is required.
  • Must have own car with proof of insurance and valid Hawai‘i Driver’s License.
  • Organized, analytical, and detail-oriented.
  • Ability to manage multiple ongoing projects with little supervision.
  • Ability to read, write and speak English clearly and proficiently.
  • Effective verbal and written communication skills for a variety of audiences.
  • Knowledge of database, spreadsheet, point-of-sale, and word processing software required.
  • Knowledge of Altru software desirable.
  • Ability to work effectively in collaboration with others.
  • Ability to interact with people at all levels and backgrounds.
  • Professional, business-like appearance and demeanor.
  • Familiarity with Hawaiian or Pacific culture and history a plus.

Direct Reports

 

Reservations Coordinator; Visitor Experience Manager

 

Working Conditions

 

This position works a Tuesday – Saturday or Sunday - Thursday schedule.