Head of Visitor Services (91186BR)

Position OverviewReporting to the Deputy Director for Advancement and External Affairs, the Head of Visitor Services leads the team of employees and activities of the Yale Center for British Art’s newly-formed Visitor Services department. The Visitor Services department is the first point of contact for museum visitors and sets a welcoming and positive tone supporting the educational mission of the museum. The Head of Visitor Services also oversees and operates the YCBA’s retail Museum Shop.

Key Responsibilities

Customer Service:

Sets a high standard for face-to-face interaction and customer service for the team.

Policy and Training:

Sets and implements policy, training, procedures, etc.

Staff Development:

Motivates and coaches staff.

Budget Management:

Responsible for annual departmental budget.

Recruitment:

Recruits, hires, trains, and administers discipline as necessary.

Technical Expertise:

Serves as primary expert on point-of-sale and other software applications; generates and analyzes related reports.

Revenue Generation:

Involves development of institutional products and generation of revenue.

Committee Participation:

Participates in museum-wide committees as appropriate.

Policy Enforcement:

Interprets and enforces museum policies; sets and implements departmental policies under which museum-wide staff must operate.

Visitor Interaction:

Responds to non-routine inquiries from visitors and staff.

Conflict Resolution:

Adept at conflict resolution and de-escalation.

Employee Management:

Responsible for the management of both full-time, part-time, and student employees.

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