Contact Person: Annmarie Reiley-Kay, Deputy Director

Application Due Date: August 14, 2025

Annual Salary: $50,000, Exempt, Onsite, Full-Time, paid vacation, health insurance, 401k

Web Site: www.coastaldiscovery.org

Position Summary

The Coastal Discovery Museum Visitor Service Manager (VSM) is responsible for delivering a successful experience from a visitor’s first engagement on our website or call center through their entire time onsite. Key to this success is ensuring high-quality customer service, a collaborative approach to working with other departments, and strong management skills across a department which includes paid part-time staff, volunteers, and contract staff.

The VSM is the first point of contact for many of the Coastal Discovery Museum visitors. The VSM will be responsible for scheduling the front desk team, answering the phone, processing reservations and managing online program sales. It is important that our mission — inspiring people to care for the Lowcountry and encouraging them to take action to preserve our environment, history and culture — is communicated in an engaging way.

The VSM oversees staff and acts as floor supervisor, trainer, scheduler, and key holder. The VSM works a flexible schedule, including weekends, evenings, and holidays, and is responsible for opening and closing the museum.

Key Responsibilities:

Supervising Visitor Services Staff:

• ·         Recruiting front desk volunteers and hiring, training, and scheduling and part-time visitor services associates.
• ·         Providing ongoing training in customer service, museum policies, safety procedures, and accessibility guidelines.
• ·         Overseeing daily operations of the front desk, including scheduling, administering breaks, and approving staff substitutions when necessary.
• ·         Addressing visitor feedback and concerns with professionalism and problem-solving skills.
• ·         Ensuring adequate staffing levels for peak periods and special events.
• ·         Managing cash inventory, tracking daily attendance numbers and store sales, and collecting and reporting other visitor data.

Enhancing the Visitor Experience:

• ·         Maintaining high standards of customer service and visitor satisfaction as demonstrated in survey results.
• ·         Developing and implementing policies and procedures related to visitor engagement, safety, and security, including opening and closing our property.
• ·         Collaborating with other departments (exhibits, education, marketing, events) to ensure a seamless and enriching visitor journey.
• ·         Directing calls to appropriate staff members and receiving packages and deliveries on behalf of the museum.
• ·         Ability to quickly learn and master the Clover point of sale (POS) system to ensure accurate and efficient transaction processing in day-to-day operations. Process purchases in our museum store and encourage visitors to become members.
• ·         Developing a conversational knowledge of our tours, programs, events and rental opportunities so that you can promote these with visitors and make in-person and online reservations.
• ·         Preparing mailings, track sales, answering questions and concerns about our Adopt-a-Nest and Adopt-a-Dolphin programs.
• ·         Assisting in keeping the museum store organized and stocked as requested by the store manager.

Administration and Reporting:

• ·         Tracking and analyzing visitor data, membership sales, and other key performance indicators.
• ·         Posting seasonal programs on Fareharbor, our online booking platform.
• ·         Updating and maintaining visitor services manuals and training materials.

Essential skills and qualifications

• ·         Bachelor's degree is required.
• ·         Minimum 2 years of supervisory experience in customer service is required. Preference is given if this experience is at a museum or cultural attraction.
• ·         Demonstrated ability to manage, train, and motivate staff.
• ·         Exceptional interpersonal and communication skills (verbal and written).
• ·         Strong organizational, analytical, and problem-solving skills.
• ·         Proficiency in POS systems, scheduling software, and standard office applications (e.g., Microsoft Office Suite).
• ·         Ability to work a flexible schedule including weekends, evenings, and holidays.
• ·         Knowledge of museum operations and customer service best practices.
• ·         Familiarity with health and safety protocols and ADA accessibility guidelines.
• ·         Ability to work indoors and outdoors, use stairs and ladders, lift 30 pounds.

To Apply:

Please submit your cover letter, resume and three references to areiley@coastaldiscovery.org with "VSM" in the subject line.