PT - Visitor and Membership Services Lead - Tawani Enterprises

The Visitor & Member Services Lead is responsible for the successful management of daily operations of the front of house by overseeing the public face of the PMML and ensuring the highest standards of customer service. This position is responsible for overseeing visitor services associates and sales desk of the Museum. This position will also take ownership of the Museum gift shop and associated inventories/sales. They will be responsible for scheduling tours and field trips within the Museum space and assist with other Special Events and Rentals. This role will provide customer service to patrons by answering questions, directing people to resources within the Museum & Library, promoting gift shop, programs, and membership as well answering phone calls, dealing with customer service escalations, and responding to general email inquiries.

ESSENTIAL POSITION QUALIFICATIONS

• Interest in history preferred
• 2 years in hospitality, retail sales, visitor services, or similar industry
• 1years of management experience preferred
• Proficiency in Microsoft Office Suite, data management, and POS systems (point of sale and CRM systems – Shopify and Tessitura preferred)
• Personable, articulate, dependable, organized, and attentive to detail
• Excellent verbal and written communication skills
• Attention to detail, ability to meet deadlines, and multi-task
• Experience with cash handling and monetary reconciliation processes
• Experience in retail merchandising, product development, and buying preferred
• Physical duties include lifting up to 30 lbs
• Current is or would be willing to become First Aid certified and maintain certifications
• Availability to work Wednesday – Saturday schedule and flexibility to work nights and weekends, as needed for special events and mandatory all hands programs

• Will report directly to the Operations Manager
• Assist with the creation of and oversee the implementation of daily operations/SOP for retail and museum admissions desk
• Acts as weekend key holder, ensuring the building is properly opened for guests and staff and locked once all others have exited.
• Assist in the setup of programs and special events as needed
• Train and supervise customer service staff, volunteers, and interns
•  Monitors general inquiry email inbox, responding or forwarding as appropriate.
• Places retail and supply orders for the gift shop.
• Fulfills online retail orders.
• Schedules exhibit tours and field trips.
• Responsible for cash handling, register reconciliation, deposits, and inventories
• Learn script to lead guided tours as needed.
• Ensure a safe, clean, well-maintained appearance of front facing staff and facilities
• Assist in forecasting and budgeting for the gift shop/admissions desk
• Maintain a friendly, helpful atmosphere in all front-of-house duties including selling tickets, answering questions, and greeting patrons
• Responsible for the front of house and retail accounts payable and receivable – recording and reporting to/for the Operations Manager
• Assist in monthly and year-end financial and operational reporting
• Operations Manager

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