Director of Visitor Services

We are seeking an enterprising Director of Visitor Services. Working under the supervision of the Executive Director, the Director of Visitor Services is in charge of the day-to-day oversight of the Heritage Square Visitor Center and museum store operations. This is a full time, salaried, supervisory position.

The successful candidate will be committed to high quality visitor service that attends to visitor needs and concerns in a positive way.

This position requires:

  • Museum experience
  • Ability to manage complex projects and fluid scheduling needs
  • Ability to function in a busy, high demand environment.
  • Cash handling skills
  • Strong organizational and project management skills
  • Excellent verbal and written communication skills
  • Strong customer service skills
  • A professional demeanor
  • Competency with MS Office Suite
  • Availability for evenings, weekends and special events
  • Ability to stand for long periods of time and to lift 25 pounds.

Preferred Additional Qualities:

  • Supervisory experience (paid and volunteer staff)
  • Museum store experience
  • Experience with financial record keeping and accountability
  • Visitor studies experience
  • Program management experience
  • Master’s degree in museum studies, history, public history, or other related field

To apply, please submit your resume and cover letter to Sherri Starkey, Director of Museum Operations at Closing date 4.27.2018



  • Full Job Description

    Director of Visitor Services – Job Description

    The Heritage Square Visitor’s Center is the first point of contact for our guests. The Director of Visitor Services plays a key role in ensuring they get the most from their visit. Working under the supervision of the Executive Director (ED), the Director of Visitor Services (DVS) is in charge of the day-to-day oversight of the Center and Heritage Square retail operations. This position is full time, salaried, supervisory, and requires availability for evening, weekend, and special events.

    The Director is responsible for ensuring the following, through direct activity or managing staff assignments:

    • Facility:
      • Opens & closes the facility daily, including all areas that are available to guests.
      • Provides handicap access to the Rosson House and Lath House.
      • Ensures the cleanliness of the Visitor Center and reports any maintenance needs to the Director of Museum Operations (DMO .)
      • Reports any health or safety issues involving public areas to the DMO.
      • Manages the Memorial Rose Garden in coordination with the DMO.
      • Notifies the Square Ambassador, DMO, or ED of homeless, skateboard, or photographer issues
    • Visitor Center:
      • Ensures necessary coverage/staffing during posted Heritage Square open hours.
      • Sells admission tickets and welcomes guests; distributes information such as You Are Here, park facilities, and area amenities; and explains parking card procedures.
      • Trains staff (paid & volunteer) in visitor center procedures/POS.
      • Ensures welcoming, high quality visitor service that attends to visitor needs and concerns
      • Manages the guest sign-in book, and reports new contacts to the DMO for after –visit outreach on a monthly basis.
      • Collects visitor data through a variety of methods: surveys, observations, guest sign-In book, etc. as directed.
      • Coordinates Rosson House and Group Tours:
        • Fields calls and schedules Group Tours (other than school tours)
        • Schedules Visitor Services staff (paid and Docent) for tour shifts and notifies staff of weekly schedule, including subsequent changes to the schedule.
      • Must be trained to give Rosson House tours and attend continuing education programs for interpreters.
    • Museum Retail Operations (In cooperation with the ED and Director of Education):
      • Responsible for ensuring all museum retail outlets are in alignment with their particular theme, meet UBIT requirements, and fulfill mission in support of educational, exhibit, and event goals.
      • Develops a sound merchandise plan, with a focus on local artists and vendors, in line with each outlet’s theme. Plan is to include researching new wholesale vendors, setting up accounts and payment schedules, and maintaining purchase records.
      • Manages the consignment program and maintains accurate consignment sales records.
      • Grows the consignment program by researching new local vendors and establishing relationships.
      • Manages Inventory: Restocks as needed, maintains accurate tracking of inventory, checks in merchandise, displays merchandise in ways appropriate to the outlet’s theme. Conducts pre and end of season inventories.
      • Trains volunteers to assist in museum store functions (register, inventory management, merchandising, restocking, cleaning, etc.)
      • Coordinates with Director of Marketing to promote new products, sales, new exhibits, holiday or special events merchandise. To include special events that are sales-specific in coordination with the Director of Education, ie: new artists/craftspeople demonstrating their products and processes, book signings, etc.
      • Financial tasks
        • Oversees POS opening, closing, and cash drawers for all museum retail outlets and Visitor Center using system of checks and balance for risk management.
        • Ensures cash drawers reconcile daily, envelopes are properly prepared, change box is supplied, Penny Smasher is emptied and processed monthly, and donations are collected from all donations boxes and tracked as directed.
        • Maintains financial records, creates monthly reports, submits annual report and annual budget projections to the ED, including both proposed revenue and expenses.
        • Meets with auditor during financial reviews regarding inventory and fixed assets.
      • Sales Tax tasks:
        • Ensures that the retail outlets meet the Unrelated Business Income Tax (UBIT) requirements through proper tagging of all mission related items with explicit educational content.
        • Ensures that all income from non-exempt merchandise is properly taxed at POS, that proper tax records are maintained.
        • Responsible for preparing and submitting all required sales tax forms (TPT) to the ED in a timely manner, to avoid late tax payments.
      • Supervision
        • Paid Museum Interpreters
          • Maintains as consistent a schedule as possible for paid interpreters
          • Ensures fulfillment of job expectations
          • Conducts ongoing performance appraisals
        • Heritage Square Ambassador
          • Ensures staff coverage as needed
          • Ensures Ambassador fulfills job expectations
          • Conducts ongoing performance appraisals
        • Handcrafted Manager
          • Ensures fulfillment of job expectations
          • Conducts ongoing performance appraisals
        • Docents
          • Ensures docents lead the majority of tours, freeing paid interpreters for other duties
          • Reports performance concerns/issues to DMO
        • Other:
          • Serves as a member of the creative leadership team, providing input on organizational goals and tactics employed to meet goals.
          • Proactively coordinates with special event managers, in advance of the events, to ensure a smooth interface between the event and Heritage Square needs.
          • Other duties as assigned.



Director of Events

We are currently seeking a dynamic, organized person to work as Director of Events for Heritage Square.

Our Director of Events is the primary individual responsible for all short-term Foundation rentals on the Square. The successful candidate will be well-versed in event management, be highly organized, and able to develop strategies for maximizing revenue potential while providing flawless venue services.  This is a full-time, salaried position with flexible hours. With the majority of events taking place on Friday and Saturday evenings, availability on weekends and evenings is a must.

Primary Responsibilities:

  • Coordinates and oversees all facility rentals for Heritage Square Foundation.
  • Develops and implements the external rental program for public and private events.
  • In collaboration with the Executive Director, develops and implements rental policies and procedures consistent with the care of the collection and the facility and the safety of staff and visitors.
  • Administers all short-term rental contracts, ensuring full compliance with applicable governing policies.
  • Serves as the liaison between clients and Foundation in the overall management of events and weddings; anticipates and troubleshoots problems.
  • Works with Executive Director and City of Phoenix Parks and Recreation staff to schedule and coordinate all City events in concert with the Foundation annual calendar.
  • Accountable for rental deposits, payment schedules, and deposit refunds for all short-term rentals.
  • Generates new ideas for attracting and retaining business.
  • Serves as on-site liaison for all contracted event vendors to ensure compliance with Foundation agreements.
  • Provides logistical support for all Foundation-sponsored events.
  • Maintains inventory and storage of all Foundation hospitality-related equipment and supplies.
  • Supervises contracted event staff.

Required Skills:

  • Must have 2-3 years management experience.
  • Polished presentation and public speaking skills
  • Professional appearance and deportment
  • Strong computer skills on Windows platform.
  • Strong organizational, communication and customer service skills.
  • Ability to multi-task effectively and delegate appropriately.
  • Demonstrated ability to deal effectively, sensitively and confidentially with a wide variety of people and problems.
  • Discretion and tact when handling internal and external matters
  • Flexibility to work occasional nights and weekends.

For more information, please contact Director of Museum Operations Sherri Starkey at, or at 602.261.8063.