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Our Burke Museum has an outstanding opportunity for a Visitor Services Manager.
The Visitor Services Manager directs the public face of the museum by overseeing the Museum Store, Facility Rental and Admissions/Visitor Services programs for the Burke Museum. To deepen the engagement of all visitors in the museum experience, this position leads these departments in achieving excellence in visitor service. Included in this role is the responsibility to develop and monitor plans to maximize profitability to fund the museum's mission.
This work encompasses both the current museum and planning for and operations of the New Burke Museum, scheduled to open in the summer of 2019. The New Burke represents a dramatic departure from the typical natural history museum modelwhere exhibits are on one side of the wall and collections and research are on the other. In addition to exhibit galleries, the New Burke includes views into 12 research labs and work rooms, five collections spaces, and an artists' workshop, and learning spaces where visitors can engage in hands-on activities and participate in the work of the museum. In the New Burke, 60% of the museum will be accessible or visible to visitors, compared to just 30% today. Visitors will be invited to see and participate in ever-changing activities and daily discoveries at the Burke.
Responsibilities include but are not limited to:
This position directs and supervises the Museum Store Coordinator, Facility Rental Coordinator, and Admissions Assistant Manager (VSAM), and 10-15 hourly staff.
Overseeing human resources functions for assigned areas of responsibility, this position directs recruitment/hiring, orientation/training, employee relations and evaluation, exit/separation, personnel records, etc. This position is responsible for maximizing program profitability and proactively proposing new ideas to improve and enhance the visitor experience. To ensure consideration of the visitor experience this position works collaboratively with peer managers in marketing, membership, interpretative planning, education, programming and operations and acts as the liaison to the Burke Caf, run by HFS. The Visitor Services Manager establishes operating policies and procedures to promote consistently top-notch experiences for visitors, groups, and rental clients.
To ensure financial sustainability and smooth operation, this position develops revenue and expense projections, market analysis, staffing strategies and collaborates on interpretative and development plans. During building design and construction, this position will provide direction regarding design and function planning for the Admissions Desk, Museum Store and building use for private events. Attend interdivisional and museum-wide planning and strategy sessions. Work with outside contractors on development of space use, fixture design and procurement, new hardware and software testing and procurement. With the opening of the New Burke, revenue from these three program is expected to increase four fold to $1.5 million in FY2020. The larger New Burke will transform the northwest corner of UW campus, and is expected to attract 104,000 visitors in the first year, up from 50,000 in 2017.
The VSM hires, trains and supervises the VSAM. In collaboration with the VSAM the VS maintains Admission staff that successfully delivers a welcoming and engaging customer service experience. Anticipates, researches and implements new technology and systems to continuously improve visitor engagement. This position is a central point of contact for coordination with Development, Education and Public Programs to streamline collaboration. This position maintains a well-informed, working knowledge of the exhibitions and services available. Direct Birthday Party program. Establish and maintain community partnerships to offer discounts and promotions to Burke Members and the public. This person will be an expert in implementation and management of point of sale systems and related programs and lead analysis of results. For the New Burke museum work with architects and project director in design and layout of admissions desk and lobby features. Oversee staffing plan to manage a museum 66% larger, serving double the current attendance and tripling revenue.
Facility Rental Program:
Hire, train and supervise the Facility Rental Coordinator. Support coordinator in creation of annual budget and multi-year budgets and plans that include strategy, marketing plan, marketplace analysis and public communications. Lead Coordinator in pursuing and achieving goals to grow the number of revenue-producing bookings and also community-partner bookings, including birthday parties. Ensure proper coordination between Rental Program Coordinator and Facilities so that all physical plant and staffing needs are consistently meeting the security and procedural needs of the Museum. Provide quarterly program review and revenue analysis to Director of Finance and Operations. In anticipation of opening the new museum work with coordinator to create market analysis, determine pricing structure and communications plan to maximize revenue potential.
Hire, train and supervise Store Coordinator position. Support coordinator in creation of annual and multi-year financial budgets and plans that enrich the visitor experience and include robust financial goals. Be resource for coordinator in planning merchandise strategy, layout and design. Direct quarterly review and reporting of results including analysis of sales and monitor inventory levels. For the New Burke museum work with architects, project director and museum store consultant in design and layout of new store. Develop staffing plan to operate a store with double the square footage, serving twice the visitors of the current museum and strategy to attain projections for triple store revenue.