Manager, Visitor Services

POSITION SUMMARY

The Lucas Museum of Narrative Art is dedicated to delivering an exceptional experience for all onsite visitors. Reporting to the Senior Manager, Visitor Services, the Manager, Visitor Services plays a key role in achieving this objective through effective daily operations and consistently high standards of service.

As part of the Visitor Services leadership team, the Manager is responsible for supervising, coaching, and developing frontline staff and directing daily Visitor Services operations  The Manager participates in hiring, training, and supervising frontline staff; creates weekly schedules in partnership with the Senior Manager; manages daily floor operations; maintains exceptional standards of customer service; oversees onsite ticketing and queuing; and assists visitors in all aspects of their visit. The Manager works cross-functionally to ensure publicly accessible spaces are clean, operational, and welcoming.

The Manager also serves as the venue Manager-on-Duty (MOD), exercising discretion and independent judgment in directing daily frontline operations. In this capacity, the Manager assesses operational needs, establishes priorities, directs Visitor Services staff deployment, resolves escalated visitor concerns, and coordinates responses to operational issues with Security, Retail, Food & Beverage, Volunteer Programs, and Facilities. The Manager makes timely decisions within established Museum policies to support safe operations and exceptional visitor service, elevating matters that require additional authority. The Manager models the Museum’s mission and values while fostering a culture of visitor engagement, collaboration, and accountability.