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Visitor Operations & Engagement Manager

  • February 23, 2021 11:32 AM
    Message # 10129099

    Reporting to The Olana Partnership’s (TOP) Director of Visitor Operations & Engagement, the Visitor Operations & Engagement Manager (VOEM)manages part-time Visitor Operations and Engagement staff, day-to-day operations of the Visitor Center and other onsite visitor services in all weather and all seasons. The VOEM is responsible for providing excellent visitor services and an overall exceptional customer experience for all audiences and through all phases of the visitor experience.  The VOEM oversees staff scheduling and the collection and reporting of admissions revenues and visitor data and performs administrative duties that support TOP’s larger engagement vision. This position is full-time, with the ability to work Fridays through Sundays a must.


    ·         Primary responsibility for day-to-day Visitor Operations and Engagement staff and programs with the goals of ensuring visitor safety, education, and enjoyment in coordination with the Director of Visitor Operations & Engagement and NYS Parks Director;

    ·         Manages, observes, and evaluates Interpreters and Visitor Services Associates in all front line visitor operations;

    ·         Performs front line visitor operations as required, including outdoor/indoor touring in all seasons, walking/standing for an extended period of time, and driving an electric vehicle;

    ·         Supports Director of Visitor Operations & Engagement in training of dialogic and other museum based interpretive models for interpretive staff;

    ·         Coordinates all aspects of group/specialty touring, including staffing all school and education tours in cooperation with Education staff;

    ·         Responsible for data entry using Ascent, Counterpoint, Humanity, and other necessary systems to support quarterly staff budgeting and reconciliation reporting for the Director of Visitor Operations & Engagement;

    ·         Approves and edits daily time sheets and creates payroll documents bimonthly for HR;

    ·         Communicates with Director of Visitor Operations & Engagement daily regarding all visitor feedback, accidents and inquiries, received both in person, from support staff and via phone and email;

    ·         At the discretion of the Director of Visitor Operations and Engagement, participates in meetings focused on visitor operations and engagement, including weekly senior staff meetings, as required;

    ·         Other duties as assigned.


    • ·         Bachelor’s Degree and two year’s experience in historic site or comparable customer service operations; a Master’s in a related field is a plus;
    • ·         Proficiency with Microsoft Office Suite programs including Word, Excel, and PowerPoint;
    • ·         Strong interpersonal, organizational, written, and verbal skills;
    • ·         Must be available to work full weekends, Friday-Sunday;
    • ·         Valid driver’s license;
    • ·         Must be able to lift 30 pounds;
    • ·         Must be able to walk/stand for an extended period of time and willing to drive an electric vehicle.


    Salary range: $35,000 - $45,000 based on experience and qualifications.

    TOP Offers a comprehensive benefits package, including health and dental insurance, paid time off, and a 403(b) retirement savings plan that matches employee contributions up to 6% of salary.

    To Apply

    Send cover letter and resume to: vjuliano@olana.org

    Last modified: February 23, 2021 11:35 AM | Joyce Batterton

The Museum Association of New York strengthens the capacity of New York State’s cultural community by supporting professional standards and organizational development. We provide advocacy, training, and networking opportunities so that museums and museum professionals may better serve their missions and communities.

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