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River View Early Fall

Director of Visitor Services

Responsible for facilitating a positive visitor experience

A key member of Wave Hill's senior management team, this position oversees staff welcoming visitors, and works with departments across the institution to ensure the programmatic and logistical needs are met.

How to Apply

Please email a cover letter, resume, salary requirement, addressed to the Senior Manager of Human Resources.

Applications will be reviewed on a rolling basis until the position is filled and only those receiving an interview will be contacted.

Responsibilities

The Director of Visitor Services reports to the Chief Operating Officer and plays a key role in the senior management team overseeing the department that welcomes all visitors. The position is responsible for the operational logistics that facilitate a positive visitor experience. The Director is the liaison with Horticulture, Arts, Business Development and Marketing departments to ensure programmatic and event logistical needs on the grounds are met. The Director works closely with Facilities to coordinate smooth and efficient operations on the grounds.

  • Responsible for several sources of earned income, including The Café, admission to the grounds and parking; forecasts and manages the departmental budget and is responsible for meeting income goals.
  • Supervises both full- and part-time employees. Direct reports include the Manager of Visitor Experience and the Security Supervisor. Provides the department team with regular organizational updates on policy, procedures, visitor complaints or special requests. Attend Senior Staff meetings and disseminates information to staff as directed, ensuring that information is communicated to the rest of the Visitor Services staff.
  • Responsible for the daily logistical coordination of all activities on the grounds, including public programs, special events, rental activities, in order to ensure that all activities contribute to the total fulfillment of the visitor experience.
  • Oversees the appearance of all rental spaces in Wave Hill House, the Perkins Visitor Center and the Admissions Kiosk at the front entrance.
  • Works in collaboration with Marketing and Program Departments to develop and execute site-wide signage.
  • Primary liaison to Great Performances, Wave Hill’s exclusive caterer. Responsible for ensuring a quality visitor experience in The Café.
  • Oversees the Security Supervisor and full-time and seasonal guards; acts as liaison between Security and other departments for special events, conferences and tours. Ensures daily room and equipment set-ups have been completed.
  • A Member of Safety Committee, this position assists the Security Supervisor in overseeing and implementing safety and security procedures.
  • Prepares weekly reports and any visitor statistical analysis.
  • Working with the Manager of Visitor Experience and in consultation with other departments, reimagines the Volunteer Program.

Requirements

The successful candidate will be an experienced and energetic non-profit manager with strong background in customer service and operations, and 10 years' experience, including with a minimum of seven years in a supervisory role, preferably in a museum or garden setting.

  • A decisive and personable individual with the ability to handle challenging situations with calm and grace while affirming institutional policies and procedures
  • Strong interpersonal, supervisory and communication skills are essential
  • Experience with budgeting and financial tracking
  • Well-developed analytic skills with the ability and experience to set institutional policies
  • Ability to build and strengthen the current mid-management team and create policies and protocols that will establish effective and efficient operations
  • Experience with public safety or emergency preparedness plans a plus
  • Knowledge of Microsoft Office suite required. Experience with CMS/database systems a plus
  • Flexible schedule to include weekends and holidays
  • Bachelor’s degree preferred
  • Valid driver’s license

Salary and Benefits

The salary of this full-time position will be commensurate with experience. Wave Hill offers an excellent benefits package.

Diversity Equity and Inclusion at Wave Hill

Wave Hill is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Wave Hill is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, programs, and activities. To request a reasonable accommodation, contact humanresources@wavehill.org.