OFFICE AND VISITOR SERVICES MANAGER

Reports to: Executive Director
Hours: 40 hours/week
Type: Permanent, full-time, benefitted
Salary: $40-$43k annually, DOE

The Center for Wooden Boats (CWB) is seeking a self-motivated and process-oriented person to join our hands-on maritime heritage museum. This is a new position that will play a major role in facilitating the interaction of the organization with the community. This position will be responsible for the development and delivery of operational procedures, including facilities management, staff scheduling and internal communications.

The Office and Visitor Services Manager will report directly to the Executive Director. This position will work in partnership with program, development and event staff to make sure internal communications are clear and that departments are working cohesively. The ideal person will regularly evaluate current processes and partnerships, determining how they can be improved to enhance the visitor experience and maximize revenue.

This position directly manages the visitor services department made up of part-time employees and volunteers who staff the organization’s front desk. It is the responsibly of this role to ensure that front desk staff are well trained in operational procedures and are comfortable communicating CWB’s mission and current programs to a diverse public audience. Strong customer service skills are required for this role.

This is an extremely collaborative role within the organization. There is ample room for professional growth and increased responsibility. The perfect candidate will have a love of efficiency and a great sense of humor, with a proof-reader’s eye and a robust familiarity with Microsoft Excel. This person should have a passion for creating an inspiring environment for their coworkers and be able to maintain optimism during challenging situations. Flexibility and positivity in the face of ambiguity are key!

A love of sailing and rowing is always a plus (a passion for wooden boats is a double plus), but not a requirement. An interest in the Pacific Northwest’s maritime heritage and CWB’s mission is!

PRIMARY RESPONSIBILITIES

Visitor Services Management – 40% of Expected Responsibilities 

  • Responsible for overall visitor experience at the South Lake Union Campus

    • Maintain informational and wayfinding signage

    • Work with the Volunteer Coordinator to develop and maintain docent materials; train visitor services staff and volunteer docents

    • Champion the visitor experience in collaboration with other staff members and volunteers

  • Manage and schedule visitor services staff and volunteers

  • Ensure visitor services staff and volunteers are trained and equipped to consistently convey organizational messaging and communication with the public.

    • Work with Programs Managers to facilitate and promote upcoming classes and events

    • Work with Development team to promote community engagement, memberships, and outreach.

  • Ensure visitor services staff consistently and accurately utilize the organization’s Customer Relationship Management (CRM) software for various programmatic, developmental, event, and merchandise revenue and scheduling.

  • Manage visitor and customer escalations, routing them to the appropriate responsible staff member and ensuring follow-through

  • Manage gift shop operations in conjunction with the organization’s contracted merchandise distributor.

    • Facilitate Visitor Services role in maintaining gift shop appearance, stocking, and order processing

    • Responsible for creating and reporting earned income goals from event rentals, gift shop sales, wharf moorage, and other associated revenue streams

Wharf & Facility Rental Management – 30% of Expected Responsibilities

  • Manage on-site event rentals, working in coordination with event contractor

    • Oversee facility calendar to avoid scheduling conflicts for programs, classes, and outside events

    • Conduct follow-ups with renters to ensure their experiences were satisfactory and to find ways to improve the facility rental experience

    • Schedule visitor services employees for on-site management during large facility rentals, and act as or assign on-call staff for smaller events as needed

    • Optimize the organizations earned revenue by evaluating current partnerships and making changes to internal policies and processes as needed

  • Act as the liaison between the organization and other outside partners that utilize the organizations facilities.

  • Oversee the management of the South Lake Union Park Wharf

    • Act as liaison with the Seattle Parks department as it relates to wharf management

    • Manage the reservations, scheduling, and payments of vessels on the wharf

Office Management – 20% of Expected Responsibilities 

  • Lead weekly staff meetings and distribute notes

  • Budget Management

    • Assist the management team in the creation of the annual budget

    • Use organization’s systems (Altru) to track revenue, forecast earned income and manage partners

    • Assist with creating standard operating procedures to ensure data is being entered in Altru consistently and according to organizational guidelines

  • Manage the organization’s master calendar

  • Receive and oversee proper distribution of mail, organizational email, and voicemail

  • Set up staff email addresses, database log-ins, and other system access

  • Update the staff handbook annually to reflect the organization’s policies

Facilities Management – 10% of Expected Responsibilities

  • Responsible for general operation of the organization’s South Lake Union facilities

    • Manage staffing hours to have buildings open

    • Monitor scheduling and availability of various spaces

    • Responsible for cleanliness, presentability, and functionality of facilities

    • Maintain exhibits, displays, and decorOrganize scheduled cleanings between contractors, staff, and volunteers

    • Maintain and stock an inventory of kitchen, cleaning, and office supplies

    • Procure small goods as necessary

    • Work with staff to managing building inspection and code compliance

    • Oversee upkeep and maintenance of office equipment and systems including plumbing, kitchen appliances, and copier machine

    • Hire and manage outside contractors for maintenance and repairs of facilities not able to be completed by staff

QUALIFICATIONS

Required

  • Associate’s Degree in management or related discipline, or equivalent educational experience

  • 2 to 4 years of professional experience with increasing responsibility in fast paced environments, ideally in a customer facing or support role where organization and friendly service were critical

  • Strong communications skills – written and verbal

  • Robust determination and problem-solving capability

  • Excellent interpersonal skills, able to make connections with a diverse group of colleagues

  • Strong organizational skills and attention to detail

  • Familiarity with Microsoft Office applications, with a strong level of skill in Word and Excel

Preferred

  • Bachelor’s Degree in management or related discipline

  • Experience with HR administration preferred; interest in gaining deeper understanding of HR functions

  • Experience with customer relational management databases strongly preferred

TO APPLY: Email resume and statement of interest to hiring@cwb.org. Position open until filled. The Center for Wooden Boats is an equal opportunity employer.