Location: Overland Park Main Campus
Type of Position: Full-time Salaried, Exempt
Work Schedule, Hours per week: Monday-Friday, 8 a.m.-5 p.m., 40 hours per week, with occasional evening and weekend shifts
Pay Range: $47,300-$61,200 and determined based on relevant years of work experience.
Benefits Category: Full-time Benefits
Apply at: https://careers.jccc.edu/en-us/job/496912/manager-visitor-services
Position Summary: The Visitor Services Manager works with the Nerman Museum staff as an integral member of the team. This position oversees visitor services staff and initiatives by managing front of house experience, and supervising the Museum’s visitor-facing staff, which includes approximately 10 guard staff, and 20+ front of house volunteers (including JCCC students), as well as additional volunteers for events. Trains guards and front of house volunteers as well as updates policies that address safety needs/concerns related to protecting the artwork on view according to museum best practices. The Visitor Services Manager establishes excellence in customer service to all patrons to ensure an enjoyable daily experience for staff, volunteers, and visitors and is also front-line in ensuring that our events day-of experience runs smoothly. This position’s schedule includes occasional evening and weekend shifts.
Required Qualifications: Bachelor’s degree in museum studies, art history, fine arts, hospitality management or related fields, or equivalent experience. Three years of professional experience working in a museum, nonprofit organization, or hospitality environment, managing or leading staff and volunteers, customer service and operations. Computer skills and working knowledge of business applications. Strong organizational skills. Must be detail oriented and able to handle multiple priorities. Excellent oral and written communication skills, customer service and interpersonal skills. Demonstrated experience in developing/nurturing positive customer interactions.
Preferred Qualifications: Master’s degree in museum studies, art history, fine arts, hospitality management, or related field. Experience working in an art museum or other cultural institution. Experience developing and implementing defined training protocols. Training in life safety, emergency preparedness, de-escalation, and other security measures. Bilingual or multi-lingual skills.
To be considered for this position we will require an application, resume, and/or cover letter.
*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.
Position Details: Job duties include but are not limited to:
OVERSEES VISITOR SERVICES – Acts as a central and initial point of contact for visitors to the museum, and communicates knowledgeably and enthusiastically about exhibitions, events, and other Museum activities. Champions the institution’s customer service philosophy and related training programs. Addresses and resolves guests’ onsite needs, concerns, and complaints in a fast-paced environment, assuring they are settled in a positive, timely and appropriate manner. Conducts visitor research and guest surveys to identify areas of success and room for improvement in the museum’s services and resources. Identifies, troubleshoots, and recommends cost-effective solutions. Maintains overall Museum activities attendance reports. Ensures that museum facilities are clean, accessible, and usable. Ensures awareness of museum membership opportunities, as well as assists museum members in accessing their membership benefits. Is the Nerman Museum’s Primary Building Emergency Leader.
SUPERVISES MUSEUM GUARD STAFF – Hires, trains & supervises Lead Guard and Museum Guard staff (Part-time Regular and Part-time Temporary employees), ensuring safety and security of high-value artworks and positive interactions with visitors. Defines performance standards, completes employee performance evaluations, and updates art and visitor safety policies as appropriate. Establishes training guidelines and criteria with input from multiple stakeholders to ensure a positive experience for staff, volunteers, and visitors. Has training in handling difficult situations and knowledge of de-escalation techniques. – (Essential)
MANAGES VOLUNTEERS – Manages front of house and events volunteers by developing and applying effective methods for recruiting, scheduling, training, retaining, evaluating, and recognizing volunteers. Supervises volunteer activity and maintains organization, stock of materials and appropriate staffing levels of the museum’s information desk to ensure excellence in customer service for students and visitors. Organizes bi-annual volunteer appreciation events. Ensures that volunteers have opportunities to learn more about the Museum and JCCC.
PROGRAM SUPPORT – Assists with onsite and online events, including but not limited to workshops, guided tours, employee engagement activities, and other programming. Schedules and confirms tours. Communicates about weekly programming to front of house staff and volunteers. Works alongside the Scheduling and Events Management department to ensure knowledge of upcoming non-museum events in museum spaces. Ensures that set up related to museum event experiences are in place by the start time, including, but not limited to, check-in lists, seating, support materials and catering. Solicits feedback about program experience, and works with the appropriate staff members to address opportunities and concerns. Provides guided tours and general welcome to the museum as needed.
*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.
About JCCC: Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That’s five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.
Equal Employment Opportunity: JCCC provides equal opportunities and equal access to all individuals and is an affirmative action employer. JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with Titles VI and VII of the Civil Rights Act of 1964, the Equal Pay Act of 1963, the Age Discrimination in Employment Act of 1967, the Age Discrimination Act of 1975, Executive Order 11246, Title IX of the Education Amendments of 1972, Section 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, the Vietnam Era Veteran’s Readjustment Assistance Act, the Jobs for Veterans Act of 2002, the Kansas Acts Against Discrimination and all other applicable civil rights and nondiscrimination laws.
Inquiries concerning JCCC’s compliance with its nondiscrimination policies (including Title IX, Title VI and Section 504 inquiries) may be referred to a Title IX Coordinator (TitleIX@jccc.edu), or Director of Human Resources, or the Dean of Students and Learner Engagement at Johnson County Community College, 12345 College Blvd, Overland Park, KS 66210, 913-469-8500; or to Office for Civil Rights, Kansas City Office, U.S. Department of Education, One Petticoat Lane, 1010 Walnut Street, Suite 320, Kansas City, MO 64106, Telephone: 816-268-0550,Facsimile: 816-268-0559, Email to: OCR.KansasCity@ed.gov.
Disclosure: If you need any assistance throughout the search process, please reach out to the HR Generalist for this position. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.
If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email JobsAtJCCC@jccc.edu.
Categories: Job Postings