Jobs at JCCC - Details - Visitor Services Manager

Position, Department: Visitor Services Manager, Advancement & Government Affairs

Type of Position: Full-time Salaried, Exempt

Work Schedule, Hours per week: Varies depending on department needs, 40 hours per week

Pay Range:  $47,300.00-$61,200.00 and determined based on relevant years of work experience.

Benefits Category: Full-time Benefits 

Position Summary: The Visitor Services Manager works with the Nerman Museum staff as an integral member of the team. The Visitor Services Manager is also the front-line in ensuring that our tours and programs runs smoothly. This role establishes excellence in customer service for all patrons to ensure a welcoming experience for staff, volunteers, and visitors. This position oversees visitor services initiatives and manages the museum’s front-of-house approach, which includes supervising the approximately 10-12 guards, and managing 20+ visitor services volunteers (including JCCC students). This manager communicates with the Nerman Museum staff about all front-of-house needs, policies, and structure and is responsible for addressing all visit-related aspects of the Nerman Museum experience, including on-site communication, staff and volunteer training, and the safety needs/concerns related to protecting the artwork on view according to museum best practices. This position’s schedule includes frequent evening and weekend shifts.

Required Qualifications:

• Bachelor’s degree in museum studies, art history, fine arts, hospitality management or related fields, or equivalent experience.
• Three or more years of professional experience working in a museum, nonprofit organization, or hospitality environment.
• Experience managing or leading staff and volunteers, customer service and operations.
• Excellent oral and written communication skills, customer service and interpersonal skills.
• Demonstrated experience in developing/nurturing positive customer interactions.
• Computer skills and working knowledge of business applications.
• Strong organizational skills.
• Must be detail oriented and able to handle multiple priorities.

Preferred Qualifications:

• Master’s degree in museum studies, art history, fine arts, hospitality management, or related field.
• Experience working in an art museum or other cultural institution.
• Experience developing and leading training opportunities.
• Training in life safety, emergency preparedness, de-escalation, and other security measures.
• Bilingual or multi-lingual skills.

To be considered for this position we will require an application, resume, and cover letter.

*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.

Position Details: Job duties include but are not limited to:

• OVERSEES VISITOR SERVICES - Champions the institution’s customer service philosophy. Attends ongoing museum trainings to communicate knowledgeably and enthusiastically about exhibitions, programs, resources, and other Museum activities. Addresses and resolves guests’ front-of-house and onsite needs, concerns, and complaints in a fast-paced environment, assuring they are settled in a positive, timely and appropriate manner. Conducts visitor research and guest surveys to identify areas of success and room for improvement in the museum’s services and resources. Identifies, troubleshoots, and recommends cost-effective solutions to front-of-house issues. Maintains overall Museum activities attendance reports and data tracking. Maintains and updates the informational video on the Museum Lobby screen. Ensures that museum facilities are clean, accessible, and usable. Maintains organization and stock of materials at the museum’s front desk. Ensures awareness of museum membership opportunities, as well as assists the Community Relations Manager as needed in helping museum members access their membership benefits. Is the Nerman Museum’s Primary Building Emergency Leader.
• PROGRAM SUPPORT - Assists the Learning and Academic Engagement Manager with onsite and online programs, including but not limited to, workshops, guided tours, employee and community engagement activities, and other programming. Schedules and confirms tours in a timely manner. Works alongside museum staff to ensure that setup related to museum programs are in place by their designated start time, including, but not limited to, check-in lists, seating, support materials and catering. Solicits feedback about program experience and works with the appropriate staff members to address opportunities and concerns. Provides guided tours and general welcome to the museum when assigned. Communicates about upcoming programming to front-of-house staff and volunteers. Works alongside the Scheduling and Events Management department to ensure knowledge of upcoming events in museum spaces by attending the weekly events meeting. 
• SUPERVISES MUSEUM GUARD STAFF – Hires, trains & supervises Lead Guard and Museum Guard staff (Part-time Regular and Part-time Temporary employees), ensuring safety and security of high-value artworks and positive interactions with visitors. Ensures appropriate staffing levels in museum galleries. Defines performance standards and completes employee performance evaluations. Collaborates with multiple stakeholders to provide training opportunities to ensure a positive experience for visitors, volunteers, and staff. Works alongside other staff members to update art and visitor safety policies as appropriate. Has training in handling difficult situations and knowledge of de-escalation techniques.
• MANAGES VISITOR SERVICES VOLUNTEERS - Manages visitor services volunteers by developing and applying effective methods for recruiting, scheduling, communicating with, training, retaining, and evaluating visitor services volunteers. Collaborates with the Community Relations Manager and the Learning and Academic Engagement Manager in recruiting efforts for new volunteers, in creating training opportunities for upcoming exhibitions and programs, and recognizing all museum volunteers. Is responsible for replying to applications, conducting interviews, and onboarding visitor services volunteers. Maintains appropriate staffing levels of the museum’s information desk and the year-round visitors services volunteer schedule. Prepares and sends out quarterly updates about upcoming museum programs and initiatives, as well as other JCCC opportunities, to all volunteers to keep them up-to-date and prepared for questions from the public. Maintains volunteer database and tracks service hours for all volunteers. Organizes bi-annual volunteer appreciation events.

*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.

About JCCC: Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That's five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.

Equal Employment Opportunity: JCCC provides equal opportunities and equal access to all individuals.  JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with Titles VI and VII of the Civil Rights Act of 1964, the Equal Pay Act of 1963, the Age Discrimination in Employment Act of 1967, the Age Discrimination Act of 1975, Executive Order 11246, Title IX of the Education Amendments of 1972, Section 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, the Vietnam Era Veteran’s Readjustment Assistance Act, the Jobs for Veterans Act of 2002, the Kansas Acts Against Discrimination and all other applicable civil rights and nondiscrimination laws. 

Inquiries concerning JCCC's compliance with its nondiscrimination policies (including Title IX, Title VI and Section 504 inquiries) may be referred to a Title IX Coordinator (TitleIX@jccc.edu), or Director of Human Resources, or the Dean of Students and Learner Engagement at Johnson County Community College, 12345 College Blvd, Overland Park, KS 66210, 913-469-8500; or to Office for Civil Rights, Kansas City Office, U.S. Department of Education, One Petticoat Lane, 1010 Walnut Street, Suite 320, Kansas City, MO 64106, Telephone: 816-268-0550,Facsimile: 816-268-0559, Email to: OCR.KansasCity@ed.gov.

Disclosure:  If you need any assistance throughout the search process, please reach out to the HR Generalist for this position. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.

If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email HR@jccc.edu.