Organization Summary
The Great Lakes Museum, located at a National Historic Site, is entering a new era in its nearly 50-year history. The Museum’s mission is to inspire an enduring connection to the maritime heritage of Kingston and the Great Lakes. Our extensive collection includes over 4,000 objects of art, 31,000 images and photographs, 50,000 ship plans, 3,500 linear feet of archival records and 12,000 library titles. Tours opened recently to our newly acquired S.S. Keewatin, an Edwardian-era streamliner built in 1907, a major visitor attraction for Kingston. The addition of the S.S. Keewatin to the Museum’s collection is a transformational event that has significant impact on the Museum and its operations.
Position Summary
Reporting to the Executive Director, the Visitor Experience Manager will be responsible for all aspects related to visitor experience – from providing strategic advice and expertise on the development of innovative opportunities for visitors, to over-seeing day-to-day visitor experience delivery by staff and volunteers. You will lead a diverse team responsible for programming, the provision of visitor services (e.g. tours, reception, orientation) and new product development to increase attendance and revenue generation. Your challenge will be to ensure programs and events are relevant to a diverse visitor audience (tourists, schools, families, groups, etc.). You will also work closely with a community of partners and stakeholders to broaden the opportunities available to visitors and establish the Great Lakes Museum as a key tourism destination.
The ideal candidate will have post-secondary education with specialization in programming, business administration, education, marketing, recreation, leisure studies, tourism, or other discipline relevant to the position or an acceptable combination of education, training, and experience. The Visitor Experience Manager must have extensive supervisory and customer service experience.
Key Responsibilities
- Lead a team of staff and volunteers that deliver exceptional museum visitor experience.
- Establish standards, staffing and resources necessary to effectively serve visitors with a focus on visitor engagement.
- Achieve high overall visitor satisfaction, specifically in areas of visitor services and a compelling visitor experience and environment.
- Work strategically with leadership team to integrate programming opportunities and offerings into visitor orientation and experience.
- Provide leadership to all visitor service staff, including front of house, museum and ship tour guides, volunteers, and staff.
- Supervise and manage all staff in the department including the Marketing and Communications Assistant, Collections and Programs Assistant and all seasonal staff (interpreters, tour guides, museum assistants, etc.)
- Create audience development and audience engagement plans; produce innovative programs and events (both public and private) to meet revenue and attendance targets.
- Strategize, develop and promote new revenue streams for the museum, including events and venue rentals and packages
- Develop partnerships with other museums, tourist attractions or organizations that will increase visitorship to the GLM.
- Collaborate with the senior leadership team to develop marketing strategies and plans for the promotion of venue rentals.
- Manage relationships with third party vendors e.g. food and beverage service providers.
Preferred Qualifications and Skills
- Must have experience delivering excellent customer service in a public-facing environment, leading and motivating a team.
- Significant experience in the planning, development, pricing, promotion and/or delivery of a variety of programs, activities, operations, services and/or facilities in a museum and/or tourism-related context.
- Graduation with a degree from a recognized university with specialization in education, programming, business administration, marketing, recreation, leisure studies, tourism or other discipline relevant to the position or an acceptable combination of education, training and experience.
- Experience in managing financial and human resources including establishing and leading multi-disciplinary teams to plan, coordinate and deliver programs, events and/or special projects.
- Experience developing and maintaining internal and external relationships with partners and stakeholders to meet objectives.
- Possess a high level of judgement and takes actions based on a sound understanding of the situation.
- Knowledge of principles, theories, practices, tools, techniques and/or trends associated with marketing, interpretation, recreation, tourism and/or hospitality management.
- Ability to take a market-centred/business-like approach to analyze and optimize opportunities for visitor experience based on results, resources, and revenues.
- Ability to plan, develop and deliver activities, program and events that meet evolving visitor demand.
- Ability to build and maintain relationships with partners, stakeholders, other agencies, Aboriginal groups and/or communities.
- Ability to communicate effectively, both orally and in writing, including providing briefings to senior management.
- Ability to operate as an effective tactical and strategic thinker while also executing “hands on” responsibilities.
- Must be willing to work some evenings and weekends.
The Great Lakes Museum is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We welcome applications from all qualified candidates and encourage Aboriginal peoples, visible minorities, and people with disabilities to apply. Please inform us of any accommodation we need to make to ensure a barrier-free recruitment experience.
Please email a cover letter and resume to Bep Schippers at [email protected]. Your resumé must demonstrate how you meet position requirements. We thank all who apply, however, only those selected for further consideration will be contacted
