JOB SUMMARY

Description: The Manager of Visitor Experience plays a critical role in ensuring that every visitor to the Biggs Museum feels welcomed and engaged. This position oversees the daily operations that support and enhance visitor interactions, including leading the front desk and volunteer teams. The role focuses on delivering an exceptional experience for all guests, contributing to special events, and overseeing volunteer management. The ideal candidate will have a passion for creating positive visitor experiences, strong organizational skills, and a hands-on approach to event coordination.

Education and Experience:

• 4+ years of relevant experience in a front facing visitor-centric role, event coordination, volunteer management, or an equivalent combination of education and experience.
• Polished customer service skills with a friendly and approachable demeanor.
• Ability to interact effectively with a diverse range of visitors, colleagues, and volunteers.
• Highly organized with the ability to handle multiple tasks in a fast-paced environment.
• Strong verbal and written communication skills.
• Comfortable using computer systems, databases, and point-of-sale systems (experience with Microsoft Office is required).
• Flexibility to work additional hours for events, including some evenings and weekends.

Organizational Structure: Reports to the Director of Learning and Engagement; oversees training and scheduling of Visitor Experience Associate Staff and Volunteers.   

Schedule: Full-time, salaried position (40 hours/week to include Friday and at least one weekend day), 9 AM–5 PM with occasional extended hours as required). This role is not conducive to work-from-home arrangements, and candidates must reside in or relocate to the Dover, DE area.

Responsibilities

Visitor Services

Provide superior customer service, serving as the museum's front-line ambassador and proactively engaging with visitors to ensure a positive experience.

Supervise, train, and schedule visitor services staff and volunteers, ensuring coverage at the front desk and for special events.

Manage the admissions process, track visitor contact information, and encourage return visits.

Assist in providing accurate and detailed information to visitors about exhibitions, programs, and events.

Oversee the museum gift shop and manage relationships with Delaware By Hand (DBH) artists who sell items on consignment.

Monitor and report on daily visitor statistics, compiling reports for both internal and external stakeholders.

Ensure the front desk team uses the point-of-sale system efficiently for admissions, event tickets, and gift shop sales.

Address and escalate any visitor-related security concerns to the appropriate staff.

Volunteer Management

Develop, maintain, and grow a vibrant volunteer program, including recruiting, training, scheduling, and retaining volunteers.

Create and execute regular volunteer recognition events and initiatives.

Ensure that volunteers are well-prepared to interact with visitors and assist with events by providing training and ongoing support.

Collaborate with other departments to identify volunteer needs for exhibitions, educational programs, and community outreach.

Special Events Assistance

Assist with the planning and execution of special events, including exhibition openings, annual gatherings, and community engagement programs.

Take responsibility for event set-up and breakdown, including physical tasks such as arranging tables and chairs, setting up décor, and ensuring catering support.

Coordinate staffing and volunteer support for events, ensuring that all necessary logistics are in place for smooth execution.

Serve as the point of contact during events, greeting speakers and assisting with technology and other on-site needs.

Ensure all museum spaces are ready for public events, working with facilities staff as needed.

Other duties as assigned

Apply
If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. Please be ready to discuss how you plan to address any areas where you may need to develop further. We value diverse experiences and perspectives and believe they enhance our team. We are open to considering all candidates who are passionate about contributing to our mission.

Interested candidates should send a cover letter and resume to Nancy Bissonnette (nancy.bissonnette@thebiggsmuseum.org) with the subject line “Manager of Visitor Experience.” Applications will be reviewed on a rolling basis until the position is filled. No phone calls please.