Visitor Services Manager

Website Vesterheim Norwegian-American Museum

Vesterheim is seeking a Visitor Services Manager who will collaborate with other staff to develop and facilitate a range of experiences that engage target audiences, including tours, special events, school and group visits, volunteer activities, and facility rentals. The Visitor Services Manager will utilize the structures, collections, and Vesterheim Heritage Park to engage visitors in the history and preservation of the site. This is a full-time position that will work primarily onsite requiring flexible hours including some weekends and evenings.

Reports to: President/CEO

Qualifications: A Bachelor’s degree in event management, communications, hospitality, business, or a related discipline required. Previous experience with coordinating, managing, and evaluating events, outreach, museum programs, or similar responsibilities required. Personnel or volunteer management experience preferred. Previous experience in working with the public and volunteers in the non-profit sector is desired. Ability to collaborate and communicate with all levels of staff, volunteers, and the public and manage multiple tasks with accuracy and attention to detail.

Duties and Responsibilities

  • Work collaboratively with museum staff, volunteers, and external partners to develop, deliver, and evaluate a portfolio of museum programs for target audiences such as special events, museum tours, presentations, facility rentals, and school visits.
  • Grow current and new relationships with other organizations; increasing awareness in the museum, community, and surrounding area based on strategic areas of focus.
  • Work with Marketing and Communications to promote and publicize museum programs.
  • Keep a comprehensive schedule of all Vesterheim events (outreach, fundraisers, and public events) and work with staff to plan and evaluate these at quarterly event meetings.
  • Work with Viking River Cruise staff to coordinate bringing cruise visitors to Vesterheim.
  • Coordinate core Vesterheim events including, but not limited to, Syttende Mai, Nordic Fest, and Norwegian Christmas.
  • Recruit, supervise, train, and evaluate visitor service volunteers, guides, and interns.
  • Maintain volunteer records, including contact lists and volunteer hours.
  • Responsible for scheduling and production of all aspects of the on-going volunteer orientation program, including planning and arranging periodic volunteer appreciation events.
  • Other duties as assigned.

Job Knowledge, Skills, and Abilities

  • Ensure a high level of visitor satisfaction through the visitor experience and museum information.
  • Ensure that special visitor needs, issues, or incidents are addressed appropriately and in a timely manner. Manage difficult and sensitive visitor issues.
  • Knowledge of visitor service principles, practices, and procedures, and knowledge of supervision and training.
  • Ability to interact professionally with all levels of both internal and external audiences and stakeholders; strong interpersonal communication skills and public speaking skills.
  • Good time management skills and the ability to be flexible to meet the frequently changing needs of audiences.
  • Knowledge of best practices in facilitating audience engagement, including advancing diversity, equity, accessibility, and inclusion with and for audiences.
  • Provide good customer service and ensure volunteers understand and provide good customer service.
  • Ability to work collaboratively as part of a team that includes staff and volunteers, as well as take the initiative and work independently.
  • Strong working knowledge of Microsoft Office, Teams, Zoom, or other virtual meeting platforms.

For Questions:

Contact Tammy Carolan, Human Resources at carolant@vesterheim.org or 563-382-9681 with questions on the job description and related salary and benefits.

Review of resumes will begin immediately. Vesterheim is an EOE/AA.

Find information about Vesterheim benefits here (pdf).

To Apply:

Email a cover letter, resume, and the names of three references to tcarolan@vesterheim.org or mail to Tammy Carolan, Human Resources Administrator, Vesterheim Norwegian-American Museum, P.O. Box 379, Decorah, IA 52101. Vesterheim is an EOE/AA

To apply for this job email your details to tcarolan@vesterheim.org

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