Visitor Services Manager - Lancaster

The Visitor Services Manager champions the visitor experience across all LancasterHistory sites. With strong attention to detail and a deep understanding of customer service, this role ensures consistently positive visitor interactions and fosters continued engagement through rep ...

Job description

The Visitor Services Manager champions the visitor experience across all LancasterHistory sites.

With strong attention to detail and a deep understanding of customer service, this role ensures consistently positive visitor interactions and fosters continued engagement through repeat visits, donor or member development, and positive public reviews and perception.

The Visitor Services Manager oversees all Visitor Services Associates and Group Tours staff, ensuring effective training and education, accurate documentation, and proper handling of financial transactions and cash flow.

This position is highly collaborative, working closely with staff across LancasterHistory departments to deliver an excellent and seamless visitor experience.

A successful candidate is a responsive, and self-directed professional who demonstrates integrity and actively advocates for welcoming and inclusive experiences for new and diverse visitors to LancasterHistory.

Primary Supervisor:
Director of Operations


Team Members/Direct Reports:

With the opening of the new Thaddeus Stevens & Lydia Hamilton Smith Center, LancasterHistory's Visitor Services team is expanding.

The Visitor Services Manager will oversee a team of six staff members—four full-time and two part-time.

Compensation:
This is a full-time, salaried (exempt) position that includes occasional evening and weekend work as organizational needs require.

The salary is negotiable based on experience, with a range of $55,000–$65,000 for a 37.5-hour workweek, beginning in April 2026.

Benefits include medical, dental, and vision insurance; a generous vacation and holiday allowance; sick time; participation in a 401(k) or 403(b) retirement plan; and short-term disability coverage.

General Responsibilities:
Manage and support a responsive, customer service–focused Visitor Services department that enhances admission sales, wayfinding, accessibility, membership sales, and the collection of visitor feedback;
Train, schedule, and supervise Visitor Services staff, including volunteers supporting visitor services, the Museum Store, and gallery guides/attendants;
Ensure all Visitor Services staff adhere to documented organizational policies and procedures to deliver exceptional customer service and maintain a safe, welcoming environment;
Provide calm, responsive support to visitors and front-line staff by addressing concerns and ensuring smooth operations during busy or challenging moments;
Review and monitor daily cash handling and deposits for all Visitor Services staff, including close-drawer reports, and manage back-office cash supply;
Learn, develop, implement, and maintain admission ticketing systems using the Blackbaud Altru platform, in collaboration with the Director of Operations;
Work closely with Education, Marketing & Communications, Development, and the Museum Store to realize departmental goals
Coordinate staff training and skill-development workshops with the Director of Exhibitions & Interpretation related to museum exhibition content;
Participate in overall organizational leadership by serving on the Leadership Team and periodically acting as On-site Administrator (e.g., "manager on duty");
In partnership with the Director of Operations, track Visitor Services and Museum Store expenses, maintain or update vendor contracts, and develop the annual Visitor Services and Museum Store budgets;
Support LancasterHistory's institutional commitment to diversity, equity, inclusion, and accessibility; and
Assist with additional duties as assigned.

Skills & Abilities:
Experience managing and supervising multiple staff members in a customer service environment;
Excellent customer service, oral communication, and interpersonal skills;
High emotional intelligence with a flexible and adaptable approach;
Proven experience managing cash flow and processing transactions with accuracy and security;
Strong commitment to inclusive and accessible practices that welcome, respect, and represent all communities;
Excellent organizational and project management skills, with the ability to self-direct, prioritize effectively, and meet deadlines independently;
High level computer skills, specifically with Windows PC and Microsoft O365; and
Previous experience with a CRM, CSM, or POS system.


Desired, But Not Required Skills:
Bi-or multi-lingual skills, with preference for Spanish;
Previous experience with Blackbaud's Altru point of sale system; and/or
Previous experience working in museums, libraries, or theaters.


Essential Functions:
Occasional evening and weekend work or as special events require;
Frequent communication with the public and colleagues in person and in writing;
A mixture of standing and sitting for varied amount of time; and
Reliable transportation to work and between facilities.


Work Schedule & Job Location:
The work schedule is generally Monday through Friday, 9am to 5pm. The Visitor Services Manager will be expected to work the occasional Saturday or Sunday.

A flexible work schedule or additional work hours may be necessary, especially as the Stevens & Smith Center nears opening.

This is an onsite position (primarily at 13-15 E. Vine St, with frequent travel to 230 N. President Ave.).


Minimum Experience:
Any combination of education and experience providing the required knowledge, skills, and abilities for successful performance can be equivalent to:5 years or more experience in a customer service setting, particularly in managing staff in a customer service setting, ideally in a museum, library, or theater setting; and
A Bachelor's degree (preferred) or associate's degree in hospitality management, communications, or other similarly aligned field.

Additional Details:

The Visitor Services Manager will have use of a LancasterHistory-supplied laptop and other computer peripherals required to do their job responsibilities, including access to software applications.

This position does not receive a company cellphone and therefore may need to use their personal device to contact employees or direct reports, if necessary.

The Visitor Services Manager will also participate in the following meetings and evaluations:

Participate in One-on-One meetings each month with their supervisor for which they will prepare the agenda one day prior to the meeting and provide post-meeting minutes.

One-on-One meetings are good opportunities to discuss large-picture issues or strategies.
Participate in a weekly meeting to touch base with their supervisor on current activities and weekly goals.
Participate in two performance evaluations per year (June and December); and
Complete necessary IT Security training modules.


How to Apply:
Interested applicants should complete the online application and upload their most recent resume and formal cover letter. Formal cover letters should include, in detail, why applicant is the right person for said position. Resume should include past employment, experience, and educational history. Documents should be uploaded as PDFs with the filename following the format of "LastName, FirstName_Resume" and "LastName, FirstName_CoverLetter."

Using AI to write your application materials is discouraged. LancasterHistory values your genuine voice and perspective.

Applications are accepted until position is filled. Interviews may be conducted using a combination of in-person or virtual interviews. All applicants will receive notification of final decision.

To apply, please visit

LancasterHistory is committed to diversity, equity, and inclusion. Our Non-Discrimination Policy is available online