Visitor Experience Manager
Location: Studio Bell, home of the National Music Centre, Calgary
Reporting to: Director of Marketing and Communications
Deadline to apply: March 11, 2024
About the National Music Centre
More than a museum, the National Music Centre (NMC) preserves and celebrates Canada’s music story. It is inspiring a new generation of music lovers at its home, Studio Bell. Located in the heart of Calgary’s East Village, on-site activities include five floors of interactive exhibitions, instruments, artifacts and Canadian music memorabilia from NMC’s vast collection as well as four separate Canadian Music Halls of Fame. NMC also hosts public programs, live performances across multiple music venues, education programs, and creative artist residencies with NMC’s world-class recording facilities.
Commitment to Fair Hiring Practices
National Music Centre (NMC) believes in the power and importance of fair hiring practices in the workplace. We ensure equal opportunity for all qualified applicants and encourage people of all visible minorities, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.
About this Position
The manager of visitor experience is a full-time, salaried position responsible for establishing and maintaining an excellent visitor experience, managing a team of visitor experience staff, overseeing the National Music Centre’s (NMC) ticketing system, membership programs, internal events bar services and managing the operations of the café and retail space.
The ideal candidate works well in high-pressure situations, is a flexible and creative problem solver and can adapt quickly to changes. Must possess excellent communication and interpersonal skills, often acting as the internal point of contact between departments and front-of-house (FOH) staff. Must have the ability to develop strategies, set goals, create, and implement action plans, and evaluate processes and results.
Responsibilities
Key responsibilities include, but are not limited to:
Team Management:
- Lead and supervise FOH, box office, café, and retail teams.
- Conduct hiring, training, and performance evaluations.
- Develop and enforce policies, procedures, and standards.
Customer Service:
- Address and resolve customer issues.
- Delegate customer service inquiries to appropriate team members.
Revenue Generation:
- Build relationships with tour operators and community partners to expand revenue opportunities.
- Collaborate with marketing team on promotional strategies.
- Identify new opportunities to grow admissions, memberships, café, and retail sales.
Inventory, Reporting, and Budgeting
- Perform weekly cash and tip reconciliation.
- Provide quarterly reports to finance on sales and inventory.
- Oversee inventory, ordering, and track supplies.
- Manage relationships with vendors or suppliers and oversee database integrity.
- Assist in creating annual budgets.
Other Responsibilities:
- Act as floor manager as needed.
- Handle other assigned duties as assigned.
Qualifications:
- A minimum of five years experience with box office, ticketing, or database management.
- Experience managing in a customer service-related role.
- Experience managing a team of front-line, cafe, or customer service staff.
- A minimum of two years management experience in the food and beverage industry.
- Experience in reporting, KPI tracking, budgeting, and cash handling.
- Experience coordinating memberships, subscriptions, in a non-profit and/or tourist attraction.
- Proficiency in both Mac-based and PC-based computer platforms.
- Excellent communication skills, both oral and written.
- A positive, solution-oriented attitude.
Key Relationships:
- Director of marketing and communications
- Visitor experience and communication coordinator
- Finance department
- Director of development
- NMC visitors, guests, and members
- Volunteers
- Salary and Benefits
Salary ranges from $55,000 to $63,000 depending on experience.
All employees who successfully complete the probation period are offered medical and dental benefits. NMC also offers an RRSP matching program.
Application
Interested applicants are invited to send their resume and cover letter to brandon.wallis@nmc.ca.
Applications will be accepted until March 11, 2024.
We thank you in advance for your applications, and please note that only those chosen for interviews will be contacted.
For more information and the full position details visit Visitor Experience Manager (Full-Time) | Studio Bell.
