Visitor Services and Museum Shop Manager, Drayton Hall
Posted January 16, 2014
|Offered By||National Trust for Historic Preservation |
Drayton Hall Historic Site
Charleston , South Carolina
Reporting to the Chief Operating Officer, the Visitor Services/Shop Manager (VSSM) is the primary point of contact for site functions and staffing directly related to the visitor experience as well as the manager of all museum shop activities. Duties include but are not limited to retail operations, membership sales, front gate admissions and front desk communications. With assistance from Visitor Services Associates (VSAs) in the museum shop and front gate, the Visitor Services/Shop Manager will serve as the primary site representative to the public five days a week with a Visitor Services Coordinator (VSC) serving in this capacity under the direction of the Visitor Services/Shop Manager on the weekends and holidays.
- Problem solves and responds to unexpected situations quickly, efficiently, and in a positive manner, following Drayton Hall/National Trust policies and procedures.
- Supervise and train VSA’s and VSC on museum shop and front gate operations to ensure daily activities and conditions at the site provide a seamless visitor experience while adhering to policy and procedural guidelines. Weekend work and holiday work may be required.
- Procure and present merchandise in museum shop and online; merchandise must effectively support the mission of Drayton Hall while enhancing the visitor experience.
- Prepare annual budget for shop sales and expenses with the goal of maximizing net profit while minimizing inventory levels.
- Maintain Point of Sale (POS) system, accurate records with regard to vendors, invoices and ordering and receipt of inventory; process online orders.
- Manage physical inventory process at least once a year in accordance with Drayton Hall and National Trust policies and procedures; reconcile and provide written explanation of variances between physical inventory and general ledger balances.
- Model, train and promote excellent visitor service among staff by providing accurate information to the visitor including: history of the site, program content, tour availability, visitor amenities, and answers to frequently asked questions.
- As needed, open and close main gate and staff both the front gate and museum shop with the understanding of working in these locations to sell both merchandise and tickets.
- Serve as the trainer of VSC and VSA’s for site security procedures.
- Respond to emergency situations (medical, financial transactions, customer service) and serve as the initial contact in the event of emergency circumstances.
- Assist with site preparations for special events or SPUs as needed.
- Serve as a member of Drayton Hall's disaster preparedness and recovery team.
- Take initiative to seek improvements to procedures with the goal of improving the level of visitor service.
- At least 5 years of professional level experience, including 3 years related experience working with public audiences, preferably in a retail or customer service position. Experience working in a historic site or related visitor services setting a plus.
- Advanced analytical skills and problem solving skills, including issue identification and prioritization.
- Intermediate project-management skills, including project budgeting and planning, with ability to achieve results with moderate supervision.
- Experience successfully managing internal stakeholders and relationships.
- Proven ability to collaborate across divisions to implement processes and achieve results. Track record of building and maintaining productive relationships with multiple stakeholders.
- Ability to prioritize, multi-task efficiently and respond to a high volume of ongoing requests in a timely fashion, along with ability to adapt and be flexible in a dynamic work environment.
- Proven ability to continually develop skills related to use of rapidly changing technology and communications best practices.
- Excellent verbal and written communication skills, with effective presentation skills. Must be able to articulate the site’s mission to a wide range of audiences.
- Entrepreneurial spirit and skill set essential.
- Demonstrated success in marketing to and engaging culturally diverse audiences and partners.
- Knowledge of Microsoft Word, Excel, Outlook required. Familiarity with Point of Sale systems necessary. Familiarity with database software a plus.
- Bachelor’s degree (or equivalent years of experience) required.
- Some lifting/manual labor tasks may be required when working in the museum shop.
How to Apply
To apply, please include a cover letter in the body of a message and email your resume as a Word, PDF or Text document to 160075-CSfirstname.lastname@example.org.
The National Trust for Historic Preservation an equal opportunity organization and does not discriminate on the basis of race, color, religion, national origin, sex, age, sexual orientation, veteran status, or disability. The National Trust for Historic Preservation actively seeks opportunities to include members of these groups in its programs and activities.