Visitor Experience & Services Manager
/ORGANIZATION:
Gibson Art Museum (Simon Fraser University)
DEADLINE:
August 22, 2025
ORGANIZATION DESCRIPTION:
Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.
The Gibson Art Museum’s mission is to encourage open and inclusive learning about our past, current, and future worlds—including crucial considerations of the west coast region—by supporting the work of critically engaged and research-driven visual artists. We welcome diverse audience communities with free, year-round programming, activating artists’ work through the creation of research opportunities, exhibitions, commissions, publications, residencies, and a diverse array of public events, within the context of Simon Fraser University.
WEBSITE:
https://tre.tbe.taleo.net/tre01/ats/careers/v2/viewRequisition?org=SIMOFRAS&cws=37&rid=6638
JOB DESCRIPTION:
The Visitor Experience & Services Manager is responsible for the scheduling, oversight and management of most public-facing aspects of the Gibson’s operations including the Welcome Desks, Gift Shop, and internal SFU and external events and space bookings to ensure that each museum visitor’s experience is a positive one, reflecting the Gibson’s ethos as a welcoming and inclusive space for all. The role manages and mentors the Visitor Experience team, including the Visitor Experience Assistant(s), student interns and volunteers, and works collaboratively with other departments at the Gibson to ensure highly effective logistics for all public programs and events.
Core competencies for this position include: effective and clear communication (including actively listening, accurately reading non-verbal communication and successfully conveying information, thoughts and ideas with impact and influence); respectful and inclusive (contributing to a welcoming and inclusive university by valuing diversity and being open, compassionate and respectful); build relationships and work together (intentional about building and maintaining strong, positive and effective relationships, teams, collaborations).
RESPONSIBILITIES:
DUTIES AND RESPONSIBILITIES
Establishes, manages and maintains a positive visitor experience at the Gibson Art Museum by:
Continually modelling and communicating the ethos of welcoming, access, and inclusivity that lies at the foundation of the Gibson, greeting every visitor with warmth and working to answer their questions and support their accessibility needs to the best of their ability.
Maintaining a consistent presence in the Gibson Art Museum.
Maintaining full knowledge of Gibson’s current and upcoming artistic program of exhibitions, events, publications and other program initiatives.
Aiding visitors’ access to other points of interest on campus with clear wayfinding and knowledge of Burnaby Mountain and the immediate surroundings.
Working collaboratively with the Communications & Access Manager to design and deliver feedback systems and surveys to gather, interpret and share data about visitor experience and attendance numbers.
Leads the Visitor Experience team by:
Training and supervising the Visitor Experience team (which includes paid continuing and temporary staff, student interns and volunteers) for their roles to ensure they are properly equipped to deliver exceptional visitor experience and uphold the Gibson’s commitments to inclusivity and welcoming.
Monitoring the performance of the Visitor Experience team, according to their accountabilities, conducting performance reviews, offering regular feedback and coaching.
Communicating information clearly and positively with the Visitor Experience team by providing daily briefings before opening and updating staff throughout the day with information, as required.
Ensuring adequate staffing levels by supporting internship and volunteer recruitment, hiring and onboarding Visitor Experience team members and developing weekly schedules, including required breaks and vacation requests, designed to meet the museum's operational needs.
Scheduling and supporting content training for each exhibition season (which is developed in collaboration with Exhibitions Manager, project curators and Curator of Learning & Community Engagement).
Establishing, maintaining and assigning front of house opening and closing duties (including support materials replenishing, fireplace operation, exhibition AV on/off, floor sweep and other tasks as required).
Manages Welcome Desks and Gift Shop operations and experience by:
Developing and maintaining policies and procedures for Welcome Desk and Gift Shop operations.
Manages the point-of-sale (POS) software, including data entry integrity, report management, inventory, and troubleshooting system issues.
When sitting at the Welcome Desk, answering the telephone and being the first point of contact and direction for people arriving on site for meetings or appointments with staff.
Generating weekly, monthly and quarterly reports on attendance, admissions and shop sales.
Supervising and managing inventory control processes and procedures through regular monitoring of item counts and ensuring adequate internal controls to minimize the risk of loss.
Assisting in budget development for the gift shop and participating in the overall Museum budgeting process; managing shop budget.
Leading shop merchandising and signage, with support from Communications & Access Manager.
Developing and cultivating relationships with local vendors to stock locally sourced products whenever possible.
Managing shopping experience through industry research, working with Director and Communications & Access Manager to develop a marketing and merchandising strategy to align with revenue goals, and developing creative displays to maximize sales and highlight special events and exhibits.
Manages internally-programmed events, extra-departmental SFU event bookings and external event bookings in the Gibson by:
Scheduling and leading event team for exhibition openings and other larger-scale events (including planning for and managing bar and catering services as the event requires).
Serving as the main point of contact for all extra-departmental SFU and external private rental bookings.
Liaising closely with the Curatorial and Learning departments to ensure appropriateness of the requested event vis-à-vis current exhibitions and artistic program schedule.
Maintaining an organized and accurate schedule of bookings.
Responding to booking inquiries in a timely manner, typically within one working day of receipt and providing tours of facilities for potential booking clients.
Arranging for proper deposit, invoice and final payment for all event bookings.
Ensuring all information related to external bookings is distributed throughout the Gibson team in an organized and timely manner.
Providing weekly bookings schedule to Visitor Experience Team, including required set-up, shift scheduling and/or cleanup needs.
Assisting with the collection and follow-up of invoices for event rentals.
Assisting in the promotion of event rentals.
Maintaining accurate financial procedures according to the parameters and processes set by SFU Finance.
Supervises the safety and security of guests, staff, and volunteers by:
Developing, implementing, maintaining, and enforcing policies and procedures related to safety and security, in close collaboration with the Director, Collections Manager, Head Preparator and SFU Safety and Risk Services.
Ensuring staff address all safety concerns related to the building, galleries, and exhibits promptly.
Responding to emergencies and administering first aid, as required.
Ensuring Visitor Experience team members have adequate training, including First Aid and CPR, Serving it Right, and other relevant certifications as required.
IMPACT OF DECISION MAKING
The Visitor Experience & Services Manager makes decisions regarding:
Emergency response and administering first aid, as required, by following SFU Safety and Risk Services policies and internal Gibson procedures.
Scheduling Visitor Experience team by assessing skills, strengths and availability of each team member to arrive at an appropriate Welcome Desk and event staffing schedule based on operational needs.
Leading Visitor Experience team by leading performance reviews, providing continual feedback and coaching, delivering performance management; contributes to job interview committees as assigned, advises on rehiring contract staff.
Signing contracts with shop vendors by following initial consultation and sign-off with the Director to ensure timely delivery of goods.
PROBLEM SOLVING AND LEVEL OF SUPERVISION
The Visitor Experience & Services Manager solves problems related to:
The unavailability of caterers for events, the Visitor Experience & Services Manager uses best judgment and knowledge of local vendors to propose alternatives.
Inadequate staffing levels, the Visitor Experience & Services Manager will work closely with Director to create solutions (i.e., hiring more contract staff, closing West Welcome Desk for certain hours of the business week, shifting intern and volunteer recruitment strategy).
QUALIFICATIONS:
Bachelor's degree in Customer service, Hospitality, Event Production, Leadership / Supervision, Facility Management, or Museum Studies, with minimum five years of progressively responsible experience in customer service, education, or facility management, or an equivalent combination of education, training and experience.
Excellent communication skills (both written and verbal).
Proven analytical and problem-solving skills.
Excellent organizational skills, self-motivated and detail oriented.
Ability to supervise and manage multidisciplinary staff, and to build a culture focused on delivering exceptional visitor experience.
Must be available to work during non-regular business hours, including evenings and weekends.
HOW TO APPLY:
Apply online via Simon Fraser University's Human Resources Portal: https://tre.tbe.taleo.net/tre01/ats/careers/v2/viewRequisition?org=SIMOFRAS&cws=37&rid=6638
General questions and Accessibility Assistance Requests: Email: pei_reception@sfu.ca Phone: 778-782-3237
REMUNERATION:
$74,288 to $88,609 annually + Benefits, APSA Union Affiliated, 72 hours per week
