Visitor Services Manager

Company Name: 

Pittock Mansion Society

Contact Name: 

Gale Pudlitzke

Phone: 

503-823-1652

Email: 

jobs@pittockmansion.org

Job Description: 

PITTOCK MANSION

Position: Visitor Services Manager

Location: Portland, OR

Reports to: Associate Director

Annual Salary Range: $41,000 - $46,000

Job Type:  Full time, exempt position with benefits

Pittock Mansion is a house of beauty and historical significance. Operated as a historic house museum, the home provides a revealing glimpse of Portland’s past. Having grown to well over 100,000 annual visitors in recent years, Pittock Mansion is one of the top destinations in Portland.  We are seeking a highly self-motivated Visitor Services Manager to lead our dynamic frontline team and provide an enhanced customer experience for our donors, members, and visitors.

Responsibilities include:

  • Ensure that the Mansion’s front desk and museum store operate smoothly and efficiently to provide a positive, welcoming first impression and high quality visitor experience
  • Maintain excellent customer service standards by working with Visitor Services staff to proactively anticipate and address visitor needs, respond to requests, address complaints, and respond to emergencies
  • Ensure the visitor services department provides the highest level of visitor experience and safety at Pittock Mansion while ensuring the visitors’ experience is welcoming, educational and rewarding
    • Proactively identify and develop solutions for visitor experience challenges
    • Handle visitor concerns, comments, and complaints and relate visitors concerns about pricing, experience, and exhibits to management as needed
    • Supervise department operations including ensuring best practices, overseeing cash handling and phone sales; reconciling daily transaction reports
    • Serve as primary specialist on Point of Sales for input, reporting and training
  • Lead staff development through hiring, on-boarding, training, providing feedback, and annual performance reviews
  • Oversee group tours scheduling, commercial photo requests, and walk-in sales of memberships or donations
  • Provide inventory check-in and processing support for the Museum Store
  • Assist with other departments’ needs, including working effectively with volunteers and providing support for occasional special events
  • Other duties as assigned

Experience:

  • 5+ years frontline, customer service experience
  • Minimum 3 years of direct staff supervision or management experience
  • Ability to direct daily operations with the best interest of visitors in mind
  • Demonstrated success hiring and managing full-time and part-time staff, including ability to motivate staff, foster a positive work environment and model best practices
  • Museum, cultural institution or other public attraction experience preferred

Requirements:

  • Proven high level customer service and conflict-resolution skills
  • Proficient in Point of Sales systems and Microsoft Office
  • Strong organizational and problem-solving skills
  • Positive, professional attitude and approach
  • Excellent written and oral communication skills
  • Ability to work collaboratively in a team environment
  • Ability to lift 30+ lbs

Schedule:

  • Regular shift is Sunday through Thursday
  • Able to work weekends, holidays, and special events as necessary

 

Qualified candidates selected for the position must complete a background check.

Please submit cover letter and resume to jobs@pittockmansion.org.  No phone calls, please.