Senior Visitor Experience Manager

Job Overview:

• Department: Facilities
• Schedule: 35 hours per week
• Type: Regular, Full Time 
• Pay: Salary $65 – 75K Exempt

Job Summary: 

The Visitor Experience Manager oversees the supervision, training, and scheduling of Front Desk team members across multiple locations, ensuring a welcoming and inclusive environment. This role focuses on delivering exceptional visitor experiences, maintaining consistency, dependability, and accountability in all interactions. The Front Desk Manager will collaborate with other team members to ensure smooth daily and special events operations. This role provides an opportunity to lead and train an essential team in workplace skills including communication, collaboration, customer service, and problem-solving. Additionally, the Manager will coordinate space rentals, manage inquiries, and ensure proper scheduling and facility utilization, reporting directly to the Chief Facilities Officer.

Qualifications:

• High school diploma or GED required
• Minimum of 3 years of relevant experience required
• At least 3 years of supervisory experience required
• Excellent verbal and written communication skills
• Strong organizational skills with attention to detail
• Able to maintain a flexible schedule to provide supervision and training for team members working on weekends and evenings
• Proficient with office equipment, including telephone systems, copier, printer, fax machine, scanner, time and attendance, and postage machine
• Computer literate and able to quickly learn Microsoft Office programs (Word, Excel, PowerPoint, Outlook), Google Suite, Teams, and scheduling/management software (WhenIWork, Nexudus, Skedda, MaintainX)
• Strong passion for serving individuals from diverse cultural, economic, and social backgrounds
• Excellent customer service skills with a commitment to providing a welcoming and supportive environment for all guests
• Track record of successful training experience
• Ability to work effectively both independently and as part of a team
• Quick to learn and operate security camera and door systems
• Strong interpersonal skills
• Proficiency in Spanish or Chinese (Mandarin or Cantonese) is a plus

Responsibilities:

• Develop and implement an on-going agency-wide training program for all front desk team members, in collaboration with key stakeholders
• Assess and provide reception coverage needs at multiple sites and create an effective coverage network, ensuring flexibility and adaptability to changing situations and duties
• Serve as the liaison for renting space to outside stakeholders, including coordinating with the community, handling inquiries, and ensuring proper scheduling and use of facilities 
•  Supervise the front desk team across locations, including hiring, scheduling oversight, training, and performance evaluations
• Ensure reception areas are clean, quiet, and well-organized
• preparation of timely and accurate reports
• Perform other related duties and special assignments as required
• Manage shipping and receiving and interoffice mail protocols

Essential Physical Job Functions:

• Ability to read, hear, and type with accuracy
• Ability to work on-site on the Lower East Side at multiple sites
• Ability to climb stairs

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