Visitor Service Manager (GEM)
GEPPI'S ENTERTAINMENT MUSEUM
Location: Baltimore, MD
Position: Visitor Service Manager
Reports To: Associate Director of Sales
POSITION SUMMARY:
The Visitor Service Manager will develop and administer a comprehensive volunteer tour guide program.
ESSENTIAL FUNCTIONS:
- Identify sources of volunteers and solicit candidates to support guide service needs
- Train and coordinate volunteer and paid tour guide staff in accordance with the museum’s mission and policies
- Coordinate with museum’s staff to develop volunteer education program
- Establish uniform standard and incentive programs for volunteer staff
- Coordinate schedule to provide tours at special events, prescheduled tours and contracted services
- Assist in the implementation of company policy regarding hiring, review and termination of full-time and part-time tour guide staff as directed by Executive Director
- Gather feedback from tour participants, and communicate feedback to senior management
- Adapt tour program as instructed based on results of feedback evaluation
- Gather feedback from tour guide staff, and communicate feedback to senior management
- Convey any changes in tour program to tour guide staff as instructed based on results of feedback evaluation
- Assist with and resolve any Customer Service issues, in accordance with predetermined company policy
- Address any issues of concern with senior management
- Support sales department as needed
- Observe facility security concerns at all times
*All other duties as assigned
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
- High school diploma or equivalent
- Strong written and verbal communication skills are essential
- Must have good organization skills
- Ability to organize and lead a staff of volunteers
- Must be able to stand for long periods of time, and be available to work weekends
- Basic computer knowledge
