Director, Visitor Services - Los Angeles, United States - Lucas Museum of Narrative Art

Lucas Museum of Narrative Art

Verified Company

Los Angeles, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART

As the first museum to focus exclusively on storytelling through images, the Lucas Museum of Narrative Art believes that visual storytelling can connect us and help shape a more just society.

With a growing collection that encompasses artworks from across cultures, places, times, and mediums, including paintings, sculptures, murals, photography, comic art, book and magazine illustrations, and the arts of filmmaking, the Lucas Museum will explore narrative art's potential to prompt questions, invite opinions, inspire community, and move people to think about the impact of images on our world.

***The Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. The Director of Visitor Services has a key leadership role in achieving this objective.

On a day-to-day basis, the Director of Visitor Services is responsible for the overall management of the museum's Visitor Services department including hiring, training, and supervising frontline staff; preparing weekly schedules; conducting daily briefings with frontline staff; managing daily floor operations; maintaining exceptional standards of customer service; ensuring all publicly accessible spaces are impeccably clean; managing onsite ticketing and queuing; and aiding visitors in navigating their visits.

The Director of Visitor Services will work closely with the Learning and Engagement, Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs.

On a strategic level, the Director of Visitor Services will work across departments to push for continuous improvement, building on data, experimentation, and engagement with staff and visitors.

The Lucas Museum strives to be a leader in the field for innovative and equitable visitor engagement and this position will use both qualitative and quantitative lenses to assess these efforts.

The Director will lead a cross-departmental team of stakeholders to make continuous improvements to visitor experience, driven by feedback and data.

Additionally, this position will liaise with external partners across Exposition Park to align visitor-facing efforts.

The Director of Visitor Services will be the point person responsible for promptly reviewing visitor feedback as the lead of a cross-departmental team with the goal of spotting and resolving issues and identifying opportunities.

The Director of Visitor Services will also be a key member of the team that analyzes attendance data.

The Director of Visitor Services will have a pivotal role in driving earned revenues in support of the Museum's mission through a concerted effort to sell tickets, memberships, programming, and other offerings.

RESPONSIBILITIES:

PRE-OPENING

With a crossdepartmental team of colleagues, develop the procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more
Participate in the creation of the museum's CRM and POS systems
Develop training curriculum for all frontline staff
Participate in development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
Establish goals, standards of performance, and standard operating procedures which promote a consistently superior visitor experience
Work with HR to create a bespoke training program that produces best of class interactions with visitors and drives sales
Work with HR to identify the skills that will best serve the museum, and implement a program to hire people with those skills
Develop and manage departmental operating budget

POST-OPENING

Oversee the daily operations of the visitor services department, including ticketing, queuing, visitor flow, group visit procedures, information distribution, hiring/training/supervising, scheduling, and more
A major portion of the Visitor Services operation will be driving membership through sales and through an enhanced membership experience
Creating a culture within the staff of engagement that leads to higher sales of tickets and memberships
Act as a liaison between administrative staff and frontline staff
Proactively identify and develop solutions for visitor experience challenges and opportunities
Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues
Oversee admissions operations cash handling; online, phone, and inperson ticket transactions
Manage queues in realtime to maximize attendance and visitor experience
Coordinate all daily visitor experience efforts with the museum's restaurant, café, and shop; assure effective and efficient scheduling without conflict
Work closely with security to support a program of preparedness and