Visitor Services Manager

POSITION PURPOSE

The Visitor Services Manager leads CMTM’s Visitor Services Team to ensure visitors feel welcome in a lively, play-based environment. Reporting to the Director of Visitor Engagement and working closely with the Visitor Engagement Leadership Team, this position plays a pivotal role in the front-of-house operations of the Children’s Museum & Theatre of Maine (CMTM).

Works to create a welcoming and safe environment so visitors of all identities, socioeconomic status, abilities, or home languages feel that they belong at CMTM.

Manages a team of part-time and full-time Services Assistants and Associates (typically 6-10 direct reports), including scheduling, training, evaluations, and ongoing support.

Manages daily front desk operations including: check-in and ticket pick up; selling tickets and family memberships; theatre box office, snack sales, and front door security.

Has primary responsibility for welcoming processes and systems, including layout of check-in lines and eliciting logistical support from other teams and staff.

Serves on VE leadership team with 2-3 days of full front-of-house leadership duties that extend beyond the Visitor Services team: ensuring on-duty staff carry out daily lists of activities and events; replying to visitor questions and concerns on the floors and at the front desk; opening and closing; and responding to first aid and other critical emergencies.

Works collaboratively with other department leadership, communicating regarding daily activities, events, team schedules, and day-to-day team support

Manages Thursday evening special events and rentals, and works to ensure all events outside of regular open hours have team support

Assists in mentoring the interns and volunteers

Participates in various forms of professional development

Participates in annual reviews

Other duties identified by supervisor

POSITION REQUIREMENTS:

At least 3-5 years of hospitality management experience

Over three years experience working with families and children ages 0-14

Comfortable speaking and engaging with large groups of people of various ages

Ability to work one weekend day

ESOL Level 4+

Ability to lift up to 30lbs

Comfortable with e-mail and Microsoft office suite

Experience with Altru, Blackbaud, or other POS systems a plus

Multilingualism a plus

PERSONAL ATTRIBUTES:

Excellent interpersonal skills and the ability to engage in a mature, friendly and positive way with all visitors

Experience with conflict resolution

Solution-oriented attitude and creative problem solving

Proven time management skills

Excited to work as a team player and team lead

Ability to work in a high-volume area (ie: children having fun!)

Passion for teaching, learning, and supporting young team members

SCHEDULE

Generally Sunday-Wednesday 8:30-4:30, Thursday 8:30-4:30 or 12-8 when there is an evening rental or event.

COMPENSATION

$53,600 / year plus $10,000 annual benefit pay which can be used toward a cafeteria plan of benefits including health insurance (2 options, HSA available), dental insurance, vision insurance, life insurance, short & long-term disability, critical illness insurance, accident insurance, 4013B (retirement) plan contributions, and/or HSA contributions. Benefit pay may also be taken as pay in lieu of benefits.

Additional benefits include:

annual free membership (for yourself or to give as gift)

monthly free admission passes

snacks, tea & coffee available daily onsite

staff events such as outings, parties, and lunches

CMTM has an equitable system of pay that offers a base rate based on position, longevity pay increases over time, merit-based raise opportunities, and cost of living base wage updates. This system is designed for equity, and as such, we do not have the ability to negotiate the compensation listed above.

HOW TO APPLY

Each applicant is required to email a resume, Museum & Theatre employment application, and letter of interest.

CMTM Employment Application can be found at https://www.kitetails.org/work-with-us

Job Application Deadline: Sunday, February 25th, or until a candidate is found.

ABOUT CMTM

At the Children’s Museum & Theatre of Maine, we set the stage for every child to imagine and learn through play.

We value Belonging.

Everyone belongs at the Children’s Museum & Theatre of Maine. We believe each person has value and worth; we celebrate what makes each of us unique and what binds us together as a strong community

We value Play.

We embrace the power of play to build resilience, spark creativity, and ignite a child’s imagination. Play inspires our work, our physical spaces, our storytelling, and our learning experiences.

We value Community.

We center community in all we do. We strive to be an inclusive partner and resource in order to build strong, lasting relationships.

We value Curiosity.

We believe curiosity inspires children to explore, build empathy, and connect with others. Learning fueled by curiosity leads to a deeper understanding of self and the world around us.

We value Trust.

We provide safe, inclusive experiences and spaces to ensure that the community’s trust is earned and upheld in all that we do.

The Children’s Museum & Theatre of Maine is an equal opportunity employer.

We prioritize diversity amongst our team and leadership, and we strongly encourage people of all traditionally marginalized identities to apply. Applicants will not be discriminated against because of race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state, or federal laws.

We are committed to making our facilities and programs accessible and safe for all members of our community, staff, and volunteers. We are actively working to increase accessibility and usability of our website, building, and educational activities. Supervisors work collaboratively with employees to make accommodations and modifications to accommodate the employee’s needs, including physical changes, assistive technologies, accessible communications, and policy enhancements. In doing so, we adhere to the available standards and guidelines and, in many cases, go beyond the guidelines to uphold our philosophy that our staff should have a safe and welcoming work environment where they can learn and grow. For a full description of our facility’s accessibility, please visit: www.kitetails.org/accessibility