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Manager Visitor Services

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JOB DESCRIPTION:

Founded in 1988, the Tenement Museum tells the uniquely American stories of immigrants, migrants, and refugees in the ongoing creation of the United States. We are widely recognized as a model for narrative history, storytelling, and visitor engagement. The Museum is housed in two historic buildings located on Orchard Street in the Lower East Side of Manhattan, where daily Educator-led tours of family homes, walking tours of the neighborhood, school programs, special events and other experiences share the stories of former residents and their contributions to the evolving American identity.

Position Description: The Tenement Museum is seeking a Manager of Visitor Services. This person will help in managing the Visitor Services staff and Visitor Center’s daily operations. The Visitor Center is a dynamic, part of the Visitor Experience, welcoming 250,000 visitors annually. We are seeking an individual who is hardworking, genuine, reliable, good at problem solving, has intuitive, a collaborative work ethic, and most importantly has excellent customer service skills, with ambition to grow. This position would report to the Director of Visitor Services. The position works Tuesday-Saturday and some Monday Holidays.  Vaccination and working onsite is required.  

Responsibilities:

  • Lead by example by offering a best-in-class experience for all Tenement Museum visitors.
  • Supervise daily operations of Visitor Services.
  • Assist Visitor Service’s Associates in greeting, ticketing, and crowd management as needed.
  • Ensure proper opening and closing procedures are followed, and be able to solve issues when necessary.
  • Create and manage Daily Schedules for Visitor Center Staff
  • Respond to emergencies both in the visitor center and on tours.
  • Work with Education to Coordinate regular walkthroughs of the buildings.
  • Work with VS staff to anticipate and address visitor needs, respond to requests, and address complaints as they arise.350
  • Manage on the ground ticketing and tour issues
  • Work with Finance to manage on sit cash and resolve transactional issues
  • Assist in hiring and training all part-time and full-time Visitor Services Associates
  • Actively sell Memberships and ask for donations
  • Manage timesheets for payroll processing for all part-time visitor services staff
  • Prioritize tasks with an attention to detail while ensuring a customer-first focus
  • Other duties as assigned

 

Qualifications:

  • At least 1-2-year supervisory experience, and at least 3 years’ experience working in a high-volume forward-facing customer service role.
  • Bachelor’s Degree or equivalent work experience preferable
  • Experience working with Altru or similar ticketing system and proficiency using Microsoft Office, especially Excel. 
  • Ability to stay clear, calm, and focused under pressure
  • Strong Interpersonal, communication skills, and problem-solving skills.
  • Excellent time-management skills
  • Knowledge of museums, the Lower East Side, and immigration a plus
  • Cash and Credit handling a must.

Please submit your resume and cover letter via our career portal. 


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