The Guest Services Manager oversees daily operations at Montpelier’s Visitor Center, ensuring an exceptional experience for all guests. This role manages visitor services, sales, and admissions, with responsibilities in staff leadership, financial accountability, and event support. The manager also plays a key role in training staff, enhancing visitor satisfaction, and contributing to public programming including Constitution Day, the Montpelier Hunt Races, Holiday Open House, Candlelight tours, and Madison’s Birthday.
Key Responsibilities:
Leadership & Operations
Lead daily guest services operations, including admissions, and membership sales.
Supervise and develop Guest Services staff: hiring, training, scheduling, and performance management.
Serve as a liaison between Guest Services and other departments to ensure seamless visitor experiences.
Weekend work required.
Visitor Experience
Provide a welcoming environment, delivering excellent customer service and basic historical interpretation.
Address visitor concerns, including resolving service issues and handling special accommodation requests (ADA awareness required).
Maintain in-depth knowledge of site logistics, programs, and membership offerings.
Sales & Financial Management
Oversee ticketing and group tour sales, maximizing revenue opportunities.
Assist with budget preparation and financial reporting.
Support Advancement team initiatives by promoting memberships and related programs.
Data & Reporting
Accurately record visitation statistics and analyze visitor trends to inform strategic decisions.
Public Events & Community Relations
Support the planning and execution of major events and public programs.
Foster community relationships with tour operators, hospitality partners, and educational institutions.
QUALIFICATIONS
Strong leadership and team development skills.
Exceptional customer service and communication abilities.
Proven organizational and problem-solving skills with attention to detail.
Ability to manage multiple priorities and anticipate operational needs.
Basic knowledge of museum accessibility standards (ADA compliance).
Ability to work weekends, holidays, and special events.
Ability to lift up to 30 lbs.
