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Manager, Visitor Services, Tour and Docent Program

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New York City, NY
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Reporting to the Director, Visitor Services, the Tour and Docent Manager is responsible for all aspects connected to the Lincoln Center Guided Tour and Performing Arts Docent Programs.
The Tour and Docent Manager’s role is one that requires a big-picture thinker, capable of providing audience and program development. Working closely with and delegating to the Tour and Docent Coordinator, the successful candidate will strive to ensure consistently high quality inquiry-based programming, and will brainstorm promotion and partnership opportunities to increase attendance, tour revenue, and both internal and cross-campus collaborations.
The successful candidate should be able to demonstrate successful financial management, including creating revenue and expense projections and overseeing daily cash operations. S/he will be comfortable managing, motivating and evaluating the Guide and Docent pool.
The incumbent will supervise the Tour and Docent Coordinator and his/her associated responsibilities, including group tour bookings/invoicing/fulfillment, as well as Docent scheduling and ticket requests; the Tour and Docent Manager will be familiar enough with the operations to serve as a substitute for Coordinator in case of absence.
In addition to Tour and Docent responsibilities, the incumbent also provides frontline customer service at David Rubenstein Atrium and at various Lincoln Center venues. This is a full-time position that requires a flexible schedule with occasional work on evenings, weekends and holidays.
• Manage the Lincoln Center Guided Tour Program
• Conceptualize and implement new products, partnerships, programs and initiatives to continually expand Tour offerings and revenue
• Oversee the Guided Tour Program budget (including annual revenue and expense projections and analysis), maintaining fiscal health of program while actively working towards a growth model; supervise daily accounting and cash management and ensure completion of end of year closing reports and quarterly financial updates
• Engage in marketing and promotion initiatives that build new audiences and expand annual Tour takers
• Identify survey and other mechanisms to collect qualitative and quantitative Tour metrics
• Manage approximately 35 paid, union-represented Tour guides as well as administer policies and practices in accordance with collective bargaining agreement; continually evaluate Tour guide staff and provide professional development opportunities; periodically recruit additional guides as needed
• Cultivate relationships with Lincoln Center venue management
• Cultivate tour and travel industry
• Oversee, evaluate, motivate, and develop approximately 20 Docents; arrange for continuing education trainings at regular intervals and regular communication
• Foster relationships with LCPA departments and Lincoln Center resident organizations to develop partnerships and events
• Propose and implement ongoing marketing initiatives to improve program’s visibility and attendance
• Oversee annual budget
• Actively recruit additional Docents, and develop intensive inquiry-based trainings to prepare Docents
• Codify Docent policies and procedures in a clear manner
• Develop audience feedback mechanisms to improve program and better understand audience; update manuals and policies
Other Duties:
• Supervise Tour and Docent Coordinator.
• Staff occasional performances at the David Rubenstein Atrium, maintaining a safe capacity and high standard of customer care
• Staff occasional performances at various Lincoln Center and offsite venues to assist with customer care
• Contribute to considerations about the visitor experience
• Represent VS at conferences
• Contribute to VS management team for short- and long-range department planning
• Other duties as assigned
• Strong background in museum education, and inquiry-based learning
• 3-4 years frontline customer service and staff management experience; arts related setting preferable
• Experience with cash and financial management
• Able to manage and organize large groups of people, especially students
• Maintain a level-head and exercise good judgment during chaotic situations
• Positive, problem-solving attitude essential
• Adept at handling a variety of tasks simultaneously in a fast-paced environment
• Knowledge of ticketing software helpful
• Detail-oriented with excellent organizational/follow-up skills
• Experience in the Tourism and hospitality industry a plus; foreign languages also a plus
• Weekend and evening hours required
• Computer proficiency including Microsoft Word, Excel, and Access
About the Lincoln Center Guided Tour Program
The Lincoln Center Guided Tour Program serves approximately 30,000 guests annually for public, private group, VIP and school Tours. Tours typically include discussion of Lincoln Center’s redeveloped campus and visiting 2-4 theaters, which change daily based on rehearsal and performance schedules.
About the Performing Arts Docent Program
Performing Arts Docents help to facilitate the Lincoln Center visitor experience. Knowledgeable about the range of performing arts and programs presented across the Lincoln Center campus, Docents offer performance guidance, answer questions about art and artists presented at Lincoln Center, and host informal conversations about recent and upcoming performances.
Please submit cover letter, salary history and resume to: ****
70 Lincoln Center Plaza, NY, NY 10023
Internal Candidates should contact a member of the Human Resources Department directly. Lincoln Center is an Equal Opportunity Employer.

Company info

Lincoln Center for the Performing Arts, Inc.
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