DAILY OPERATIONS AND MEMBERSHIPS MANAGER (FULL-TIME, PERMANENT)
Purpose of the Position
The Daily Operations and Memberships Manager is responsible for ensuring that we are communicating effectively with our visitors, potential visitors, and members. Together with the visitor experience, marketing, and education teams, the Daily Operations and Memberships Manager ensures: a high-quality visitor experience in person, outstanding members’ only events, and that the gift shop is welcoming and well stocked for visitors.
The successful candidate will be an outgoing, people-oriented individual, who enjoys working with people of all ages in a cultural setting. Together with the Visitor Experience and Operations Director, a successful visitor experience plan will be created and executed.
The Daily Operations and Memberships Manager manages the weekend team of part-time staff, and works weekly Saturday and Sunday and three week-day shifts. We would work with the incoming staff member to determine their preferred two days off to keep a consistent schedule most weeks of the year. Some flexibility will be required for bookings and staff vacation coverage as needed.
Reporting
This position reports directly to the Visitor Experience and Operations Director.
Key Responsibilities
STAFF LEADERSHIP:
- Responsible for hiring, mentorship, and training of part-time front desk staff members.
- Creates the front desk monthly staffing schedule for scheduling part-timers and keeping the admissions desk staffed with lunch coverages assigned for each day.
- Completes regular performance reviews and consistent performance management and mentorship for part-time front desk staff.
- Provides admissions and gift shop training to new staff as part of their on-boarding learning.
- Works with the Visitor Experience and Operations Director to create and maintain visitor services policies and ensures the Operations Manual is always up to date with these policies.
ADMISSIONS AND VISITOR SERVICES:
- Provides high level of customer service and meaningful experience for all visitors by interacting with guests as they arrive, including orientation to the museum, and being available for questions and casual conversation throughout their visit.
- Is the primary contact with the public at the visitor services and admissions area.
- Provides general information about the museum, exhibits and the community to all visitors, including tourists, and those new to the city.
- Completes the daily opening and closing procedures for the Museum.
- Takes admission, gift shop, and program fees using a Point of Sale system.
- Answers the telephone and information email, and directs calls and emails to appropriate staff members. Is the main person responsible for our info@ email inbox and directing emails to the correct staff member.
- Places gift shop orders and ensures the shop is clean and well-stocked at all times.
- Is responsible for budgeting and inventory count processes for the gift shop.
- Assists the Event Manager with the planning and execution of internal events including, but not limited to: Father’s Day weekend, National Aviation Day and Weekend, Mother’s Day, Simulator Days, Homeschooling Days, Fly Babies, Silver Darts, Now Boarding: Open Aircraft Days, Museum Anniversary.
- Responsible for creating online ticketing for admissions and member tickets.
- Responsible for online membership sales and corresponding data entry.
- Creates online event calendar listings for our internal event offerings for visitors.
- Books unguided group tours and invoices them at the group rate.
- Assists the team with answering general questions or comments through our Facebook and Instagram pages.
- Manages the results and data from our visitor experience survey and updates the survey in the future as needed.
- Responsible for incoming and outgoing physical mail activity.
- Assists other departments as needed.
MEMBERSHIP:
- Communicates with members to coordinate the membership renewal process.
- Creates opportunities for members to get added value from their membership. Works with the education team to create meaningful experiences.
- Introduces Members Only Events and collaborates with other staff to create creative and unique offerings.
- Potential for assisting the Fund Development Director by completing the tax receipting process for donations. Other support for fundraising initiatives includes: encouraging donations at the front desk and assisting with donor stewardship activities as needed.
Hours of Work:
37.5 hours per week; including both weekend shifts every week.
Skills and Abilities:
- Excellent time management skills
- Excellent verbal and written communication skills
- Database experience considered an asset
- Must be detail oriented with ability to multi-task
- Ability to work within a small team environment, and with minimal supervision
- Ability to exercise good judgement, critical problem solving, and initiative
- Knowledge of the museum industry is considered an asset
- Knowledge of the aviation industry and military history is considered an asset
- Experience with gift shop purchasing or inventory management is considered an asset
- Being able to answer visitor questions in a second language is considered an asset
Minimum Standards
- Minimum 3 years of customer service experience, preferably in a cultural setting
- Proof of increased responsibility including supervisory experience
- Non-profit experience
- High School Diploma, University Degree in a related field considered a strong asset
- Ability to work weekends and holidays
- Criminal Record Check
Physical Demands
- Standing on hard floors for long periods of time
- Moving boxes and other support material (supplies, displays etc.)
- Ability to lift up to 10 kilograms
Salary
$24-25.50/hour, plus benefits after a 90-day probationary period.
Position closes July 12, 2026. To apply please send your resume and cover letter to [email protected]. Applications without a cover letter will not be considered.
Pay: $24.00-$25.50 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Application question(s):
- Did you attach a cover letter?
- When is your earliest available start date?
Experience:
- team leadership/supervisory: 1 year (required)
- customer service: 3 years (preferred)
Work Location: In person
