Visitor Services Manager

Deadline July 17, 2021

Position: Visitor Services Manager
Location: Portland, OR
Reports to: Associate Director
Annual Salary Range: $41,000 – $46,000
Job Type: Full time, exempt position with benefits

Pittock Mansion is a house of beauty and historical significance. Operated as a historic house museum, the home provides a revealing glimpse of Portland’s past. Having grown to well over 100,000 annual visitors in recent years, Pittock Mansion is one of the top destinations in Portland. We are seeking a highly self-motivated Visitor Services Manager to lead our dynamic frontline team and provide an enhanced customer experience for our donors, members, and visitors.

Responsibilities include:
• Ensure that the Mansion’s front desk and museum store operate smoothly and efficiently to
provide a positive, welcoming first impression and high quality visitor experience
• Maintain excellent customer service standards by working with Visitor Services staff to proactively
anticipate and address visitor needs, respond to requests, address complaints, and respond to
emergencies
• Ensure the visitor services department provides the highest level of visitor experience and safety
at Pittock Mansion while ensuring the visitors’ experience is welcoming, educational, and
rewarding
o Proactively identify and develop solutions for visitor experience challenges
o Handle visitor concerns, comments, and complaints and relate visitors concerns about
pricing, experience, and exhibits to management as needed
o Supervise department operations including ensuring best practices, overseeing cash
handling and phone sales; reconciling daily transaction reports
o Serve as primary specialist on Point of Sales for input, reporting, and training
o Reinforce visitor compliance with pandemic mitigation procedures (wearing masks,
practicing physical distancing)
• Lead staff development through hiring, on-boarding, training, providing feedback, and annual
performance reviews
• Develop staff schedule and problem-solve coverage gaps, including working frontline positions
when needed
• Oversee group tours scheduling, commercial photo requests, and walk-in sales of memberships
or donations
• Provide inventory check-in and processing support for the Museum Store
• Assist with other departments’ needs, including working effectively with volunteers and providing
support for occasional special events
• Other duties as assigned

Experience:
• 5+ years frontline, customer service experience
• Minimum 3 years of direct staff supervision or management experience
• Ability to direct daily operations with the best interest of visitors in mind
• Demonstrated success hiring and managing full-time and part-time staff, including ability to
motivate staff, foster a positive work environment, and model best practices
• Museum, cultural institution, or other public attraction experience preferred

Requirements:
• Proven high level customer service and conflict-resolution skills
• Proficient in Point of Sales systems and Microsoft Office
• Strong organizational and problem-solving skills
• Positive, professional attitude and approach
• Excellent written and oral communication skills
• Ability to work collaboratively in a team environment

Physical Activities / Environmental Conditions
• Light to medium work that includes moving objects up to 30 pounds
• Standing for extended periods of time
• Frontline workstations may not be in a climate-controlled environment
• Wearing of personal protective equipment (e.g. face covering, gloves) may be required

Schedule:
• Regular shift is Sunday through Thursday
• Able to work weekends, holidays, and special events as necessary

Pittock Mansion Society offers an excellent benefit package including medical and dental insurance, PTO, retirement plan with company match up to 3%, and an Employee Assistance Program.

Please submit your cover letter and resume to jobs@pittockmansion.org. Please include “Visitor Services Manager” in the subject line. No phone calls, please.

Qualified candidate must complete background check prior to hiring.

More Info
https://pittockmansion.org/careers/

Location
Portland, OR

Contact Email
jobs@pittockmansion.org