Overview:    

Every visit to Above and Beyond Children's Museum (ABCM) starts with a hello at the Welcome Desk and ends with a family planning their next trip back. We're seeking a Visitor Services Manager to own everything in between. Our mission is to "foster exploration, imagination, and joy through immersive play." This hands-on leader makes that mission real on the museum floor every day. You'll lead the Welcome Desk team, grow our membership program, run the gift shop, book rentals and birthday parties, and keep daily operations running smoothly. You'll be the person who makes ABCM feel like a place where community happens. Visitors will feel welcome, members will feel valued, and party guests will leave already planning their next visit. Your work will directly support the museum's earned revenue and long-term sustainability.

Qualifications:    

• 3–5 years in guest services, retail, hospitality, or a non-profit setting (preferred)

• Experience supervising and scheduling part-time or frontline staff

• Comfort with CRM and point-of-sale systems, and a knack for learning new technology

• A detail-oriented problem-solver, who sees the magic in making things work better

• A passion for creating positive experiences for children and families

• Commitment to obtaining CPR and First Aid certification within 3 months of hire

Job Responsibilities:    

Welcome Desk Leadership (50%)

• Recruit, hire, train, schedule, and mentor the part-time Welcome Desk team, building a culture that balances professionalism with playfulness

• Work regular Welcome Desk shifts and lead by example, creating warm first impressions and guiding families from admission to exploration

• Process admissions, memberships, rentals, and retail transactions accurately in our CRM and point-of-sale systems

• Train staff on the point-of-sale system in partnership with the Manager of Earned Revenue and Mission Advancement, the system's primary administrator

• Resolve visitor questions and concerns with warmth and professionalism

• Maintain the Welcome Desk policies and procedures manuals

Daily Operations (25%)

• Serve as the museum’s primary point of contact for on-site daily questions or concerns, directing to appropriate leadership and staff as needed

• Oversee opening and closing procedures and be a point of contact for weekend operations when needed

• Keep the museum safe, clean, and welcoming; document and follow up on safety and facility concerns

• Establish best practices for onsite capacity management during busy times

• Support special events and museum-wide initiatives as needed

• Manage inventory and purchasing for welcome desk and lobby areas

Earned Revenue and Engagement (25%)

Memberships

• Manage the membership program: new sales, renewals, and accurate records

• Serve as primary point of contact for all member inquiries

• Partner with Manager of Earned Revenue & Mission Advancement to develop and implement strategies to grow renewals, retention, and new member families

• In collaboration with the Education and Community Programming team, create member engagement opportunities, such as member-only events and perks

Gift Shop

• Manage gift shop inventory, purchasing, vendor relationships & merchandising

• Select products (books, toys, branded merch) that reflect ABCM’s values

• Set retail goals and track sales, partnering with the Manager of Earned Revenue and Mission Advancement on pricing and reporting

Rentals and Birthday Parties

• Manage the party and rental program from inquiry through booking & set up

• Ensure parties and rentals are well-staffed and deliver a memorable experience

• Refine packages, pricing, and policies from participant feedback & demand