Visitor Services Specialist

Company Name: 

Idaho State Historical Society

Address: 

2205 Old Penitentiary Rd
Boise, ID 83712

Contact Name: 

Annette Polidori

Phone: 

2085142305

Email: 

Annette.polidori@ishs.idaho.gov

Job Description: 

Visitor Services Specialist

Business Operations Specialist

Idaho State Historical Society

Open for Recruitment: March 30, 2018 - April 22, 2018
Announcement # 05275021059
Salary Range: $21.50 - $24.00 per hour -Plus Competitive Benefits!

Location(s): Boise

 

The Idaho State Historical Society is an extraordinary system of cultural and historic resources comprised of the Idaho State Museum, Idaho State Archives, State Historic Preservation Office, and Old Idaho Penitentiary and Historic Sites Program.  We seek to inspire, enrich and engage all Idahoans by leading the state in preserving, sharing, and using history and cultural resources relevant to today to inform and influence the future.  

The Idaho State Historical Society seeks a dynamic, entrepreneurial team member to serve as the Visitor Services Specialist for the new Idaho State Museum.  This team member will provide leadership, direction, and vision for museum guest services, including general admissions for families, visitors, and tourists; Museum Store operations; and corporate, organizational, and personal use of the museum for facility-event rentals.  This includes ensuring an inspiring museum experience for the public through fostering an engagement/market savvy culture in guest services staff; implementing policies and procedures for guest services activities, and creating unique retail opportunities, based upon new, immersive exhibitions that feature the remarkable story of Idaho.

Primary Responsibilities:

Program Management

  • Manages the comprehensive Guest Services function of the Idaho State Museum, including Admissions, Museum Store, Facility/Event rental and related support services such as contracted food service 
  • Develops and oversees policies and procedures for the museum business and guest services operations, in alignment with the Agency’s strategic plan, Museum Business Plan, Museum Store Merchandizing Plan and in accordance with professional standards set by the American Alliance of Museums
  • Manages formal agreements between Museum and external customers 
  • Develops, monitors, and meets projected budget goals relating to the Idaho State Museum business operations, including income and expenses generated by museum admissions, the museum store, and museum event/rentals. The target revenue from these sources is estimated at $750,000 annually
  • Evaluates demand and workflow for museum guests services need and recommends and implements appropriate operational changes
  • Develops reports as needed ensuring clear, accurate, and timely information on the operating and financial performance of the Museum is available
  • Manages/supervises the overall operation of the Museum Store experience
  • Implements Museum Store Merchandizing plan and adapts/evaluates trends and retail market demand to meet desired mission and revenue goals
  • Manages/oversees the coordination for utilization and scheduling of museum space for rentals and special events
  • Coordinates with Education Specialist to ensure alignment with Educational mission and educational services

Personnel Management

  • Manages the museum’s guest services employees full and part time employees,  museum store manager, and guest services volunteers to achieve high level customer service and revenue goals
  • Hires, trains, coaches, evaluates and supervises staff on duties, policies, procedures, and agency guest services standards 
  • Schedules employees and volunteers to serve program requirements, for general public/family audiences and target audiences including tourism groups, and evening/weekend after hours private /special use; maximizes efficient use of museum 
  • Creates procedural reference manuals
  • Monitors and evaluates staff performance
  • Creates and inspires an extraordinary guest experience

Agency Operations

  • Participates in various outreach functions as assigned and professional service, conferences, and other activities for the advancement of history and education
  • Interacts with all museum staff to facilitate a positive working environment, and to promote the museum
  • Significant amount of weekend and evening time spent in museum programming events and workshops
  • Works with ISHS leadership team staff to establish agency-wide front-end operational and guest services goals, policies, and procedures
  • Works closely with the ISHS Marketing and Communication Coordinator to ensure the museum and its business ventures are branded and promoted to meet established goals

Minimum Qualifications:

  • Some knowledge of management practices
  • Experience:
    • monitoring budgets, analyzing financial reports, and taking corrective action
    • researching and compiling information for budget development
    • interpreting and implementing policies, laws, rules, or regulations
    • developing operating procedures
    • planning and implementing projects to include revenue goal setting and budget planning
    • supervising staff
    • developing business processes, operating policies and procedures
    • preparing and making oral presentations and writing narrative reports setting forth conclusions and recommendations for consideration by top-level management
    • planning and developing marketing and public relations strategies and programs

The following are not required, but may increase your score on the examination:

  • Experience in planning, implementing, marketing and measuring outcomes based on facility use and rental
  • Experience implementing customer service/hospitality training programs

The applicaiton information can be found at https://labor.idaho.gov/DHR/ATS/StateJobs/jobannouncement.aspx?announcement_no=05275021059.