Manager of Visitor Services and Group Visits

Philadelphia, PA
Full Time
Mid Level
We Are Committed to an Inclusive Workplace
At the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status. 

The Manager of Visitor Services and Group Visits models superior customer service while ensuring a welcoming atmosphere for visitors in all public areas throughout the museum. They coordinate the activities of the Visitor Services Assistants and monitor visitor experience throughout the museum, redeploying staff resources as necessary to ensure a friendly and informative experience for all. Manager of Visitor Services and Group Visits plans for times of peak attendance and other daily matters and serves as the point-person for any complications that arise in the admissions area and throughout the public areas of the museum, including software or equipment malfunctions, gallery experience, line management, and resolving visitor concerns. Most of the Manager of Visitor Services and Group Visits time is spent coordinating group visit logistics and spending time on the floor interacting with our visitors and staff.

Specifically, you will:
  • Lead Visitor Services team by demonstrating extraordinary customer service skills. At all times, be a welcoming and informed presence for visitors and staff while motivating team members to do the same.
  • Train VSAs in both customer service and in the technical aspects of their job including administration of group visits.
  • Monitor activities in public spaces and intervene to proactively resolve issues before they escalate, with the goal of ensuring a smooth and pleasant experience for visitors and groups.
  • Support the operational needs of the department as needed throughout the day.
  • Identify areas for improvement within the department and make recommendations to the Director of Visitor and Member Operations.
  • Work collaboratively with staff across the museum. 
  • Develop and update materials with museum procedures to ease groups experience on day of arrival.
  • Work as the primary liaison for group sales, tour operators, third-party ticket partners, and internal customers. (Including Security, Construction, AV, Special Events, Constellation Culinary Group, and other departments).
  • Schedule VSAs for all daily, special events and other shifts as needed. 
  • Ensure all Visitor Services Assistants have the information and supplies needed to carry out their assigned tasks successfully; check in at each of the VSA workstations throughout the day.
  • Responsible for daily opening and closing procedures.
  • Ensure accuracy of timecards submitted for VSAs.
  • Perform other tasks as directed by the Director of Visitor and Member Operations.

Your background and experience include:
  • Outstanding customer service skills; at least three (3) years of customer service experience
  • At least two (2) years of experience supervising or managing employees
  • At least one (1) year of experience working in group tour administration
  • Fluency in English; other language(s) a plus
  • Bachelor’s degree preferred
  • Good computer skills; familiarity with point-of-sale software a plus
  • Good judgment, strong communication and negotiation skills, detail-oriented, organized, problem solving skills
  • Interest in art or related field preferred
  • The typical schedule for this job aligns with museum operating hours.

Position and Compensation Details
  • The salary for this position is $52,881.
  • This position is full-time, exempt, and 35 hours per week.
  • This position reports to the Director of Visitor and Member Operations
  • This position is required to be performed fully onsite at Philadelphia Museum of Art locations.
  • Physical requirements:
    • Able to remain stationary for extended periods of time, to utilize computers and other office equipment required of this job, to perform physically administrative duties in a typical interior office environment, gallery, or exhibit space, and to access most public and staff areas of the museum campus
  • Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.


Application Timeline
Applications will be reviewed on a rolling basis. We encourage candidates to apply early as the position will close once we have a robust applicant pool or a candidate has been selected.

What We Offer
Our employees are at the center of the museum. As an employee, you will have access to numerous museum perks including, but not limited to:
 
We offer a comprehensive benefits package for employees* including:
 
  • Medical, dental, and vision benefits
  • Fully paid short-term disability insurance, long-term disability insurance, and life insurance
  • Health savings or flexible spending account program
  • Retirement savings program with museum match
  • Paid vacation, personal days, sick days, and holidays

*Eligibility for certain benefits is based on a variety of factors including the employee’s regular schedule and tenure.
 
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