Careers

VISITOR SERVICES MANAGER

Location: Portland, OR
Reports to:
Associate Director
Annual Salary Range: $41,000 – $46,000
Type: Full time, exempt position with benefits

Pittock Mansion is a house of beauty and historical significance. Operated as a historic house museum, the home provides a revealing glimpse of Portland’s past. Having grown to well over 100,000 annual visitors in recent years, Pittock Mansion is one of the top destinations in Portland. We are seeking a highly self-motivated Visitor Services Manager to lead our dynamic frontline team and provide an enhanced customer experience for our donors, members, and visitors.

 

Essential Duties and Responsibilities include:

Ensure that the Mansion’s front desk and museum store operate smoothly and efficiently to provide a positive, welcoming first impression and high quality visitor experience

Maintain excellent customer service standards by working with Visitor Services staff to proactively anticipate and address visitor needs, respond to requests, address complaints, and respond to emergencies

Ensure the visitor services department provides the highest level of visitor experience and safety at Pittock Mansion while ensuring the visitors’ experience is welcoming, educational, and rewarding

  • Proactively identify and develop solutions for visitor experience challenges
  • Handle visitor concerns, comments, and complaints and relate visitors concerns about pricing, experience, and exhibits to management as needed
  • Supervise department operations including ensuring best practices, overseeing cash handling and phone sales; reconciling daily transaction reports
  • Serve as primary specialist on Point of Sales for input, reporting, and training
  • Reinforce visitor compliance with pandemic mitigation procedures (wearing masks, practicing physical distancing)

Lead staff development through hiring, on-boarding, training, providing feedback, and annual performance reviews

Develop staff schedule and problem-solve coverage gaps, including working frontline positions when needed

Oversee group tours scheduling, commercial photo requests, and walk-in sales of memberships or donations

Provide inventory check-in and processing support for the Museum Store

Assist with other departments’ needs, including working effectively with volunteers and providing support for occasional special events

Other duties as assigned

 

Experience

5+ years frontline, customer service experience

Minimum 3 years of direct staff supervision or management experience

Ability to direct daily operations with the best interest of visitors in min

Demonstrated success hiring and managing full-time and part-time staff, including ability to motivate staff, foster a positive work environment, and model best practices

Museum, cultural institution, or other public attraction experience preferred

 

Requirements

Proven high level customer service and conflict-resolution skills

Proficient in Point of Sales systems and Microsoft Office

Strong organizational and problem-solving skills

Positive, professional attitude and approach

Excellent written and oral communication skills

Ability to work collaboratively in a team environment

 

Physical Activities / Environmental Conditions

Light to medium work that includes moving objects up to 30 pounds

Standing for extended periods of time

Frontline workstations may not be in a climate-controlled environment

Wearing of personal protective equipment (e.g. face covering, gloves) may be required

 

Schedule

Regular shift is Sunday through Thursday

Able to work weekends, holidays, and special events as necessary

 

Pittock Mansion Society offers an excellent benefit package including medical and dental insurance, PTO, retirement plan with company match up to 3%, and an Employee Assistance Program.

Please submit your cover letter and resume to jobs@pittockmansion.org. Please include “Visitor Services Manager” in the subject line. No phone calls, please.

Qualified candidate must complete background check prior to hiring.