Manager, Visitor Services
- Compensation
- $71K–$77.9K / yr
- Location
- Los Angeles
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Not specified
- Posted
Skills
Must have
- 3+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
- Museum experience is not essential, but experience in hospitality, attractions, cultural organizations or admissions-driven institutions preferred
- Experience directly managing and motivating large numbers of hourly staff
- Experience managing complex staffing schedules for hourly staff
- Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leadership practices
- Ability to influence and engage direct reports and peers and create a positive work environment
- Excellent communication and interpersonal skills
- Strong organizational and problem-solving skills
- Ability to work independently and as part of a team
- Solid strategic planning, organizational and project management skills
- Ability to work under pressure and meet deadlines
- Experience with POS systems, ticketing software, and retail operations
- Ability to work a flexible schedule, including weekends and evenings, as required
- Multi-language fluency strongly preferred
Full description
ABOUT THE LUCAS MUSEUM OF NARRATIVE ART
The Lucas Museum of Narrative Art is dedicated to illustrated storytelling. Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career.
Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces.
POSITION SUMMARY
The Lucas Museum of Narrative Art is dedicated to delivering an exceptional experience for all onsite visitors. Reporting to the Senior Manager, Visitor Services, the Manager, Visitor Services plays a key role in achieving this objective through effective daily operations and consistently high standards of service.
As part of the Visitor Services leadership team, the Manager is responsible for supervising, coaching, and developing frontline staff and directing daily Visitor Services operations The Manager participates in hiring, training, and supervising frontline staff; creates weekly schedules in partnership with the Senior Manager; manages daily floor operations; maintains exceptional standards of customer service; oversees onsite ticketing and queuing; and assists visitors in all aspects of their visit. The Manager works cross-functionally to ensure publicly accessible spaces are clean, operational, and welcoming.
The Manager also serves as the venue Manager-on-Duty (MOD), exercising discretion and independent judgment in directing daily frontline operations. In this capacity, the Manager assesses operational needs, establishes priorities, directs Visitor Services staff deployment, resolves escalated visitor concerns, and coordinates responses to operational issues with Security, Retail, Food & Beverage, Volunteer Programs, and Facilities. The Manager makes timely decisions within established Museum policies to support safe operations and exceptional visitor service, elevating matters that require additional authority. The Manager models the Museum’s mission and values while fostering a culture of visitor engagement, collaboration, and accountability.
RESPONSIBILITIES
- Supervise and mentor the frontline Visitor Services team, reinforcing the Museum’s service standards and expectations
- Oversee daily Visitor Services operations, including ticketing, queuing, visitor flow, staff deployment, and break management