Assistant Manager of Visitor Services and Volunteers

JOB SUMMARY

Supports the visitor experience at Applewood by focusing on the effective management of the volunteer program. Recruits, manages, and develops the volunteer program that supports daily operations and public programs for Applewood, both on- and off-site and horticultural operations. Assists the Manager of Visitor Services in providing the best possible visitor experience during open times.

ESSENTIAL FUNCTIONS

• Support the Visitor Services functions at Applewood/Ruth Mott Foundation through the management of the volunteer program and serve as the onsite manager when the Manager of Visitor Services is not present.
• Manage the volunteer program of the Ruth Mott Foundation by maintaining ongoing and supportive relationships with the volunteer corps. Work with appropriate staff to ensure that overall structure of volunteer program supports institutional goals and needs.
• Assure appropriate staffing levels from the volunteer corps for daily operations, off-site programming, horticulture, and education programs.
• Recruit, interview, screen and place a diverse corps of volunteers, matching volunteer talents with appropriate opportunities. Develop and maintain strong relationships within the community to promote effective and diverse recruitment.
• Produce, communicate, and maintain effective procedural guidelines related to volunteer program such as volunteer job descriptions, evaluation and recommend improvements and changes when necessary to the Manager of Visitor Services and Director of Collections and Education. 
• Conduct orientation sessions for volunteers to share Foundation vision, mission, and values, set expectations, explain policies and safety procedures.
• Actively work on volunteer retention activities such as recognition, appreciation events, and incentive programs and opportunities.
• Frequently communicate with volunteers regarding schedules, Foundation initiatives and plans, volunteer opportunities and performance.
• Manage the volunteer database and volunteer management software to track hours, schedules and other metrics related to the volunteer program to use for organizational reports, budgeting, and recognition purposes.
• Support the Manager of Visitor Services and Education staff in the creation, facilitation, and management of training for staff and volunteers in the areas of site content, safety procedures, customer service, equity, inclusion, and accessibility.
• As necessary support tour and field trip scheduling and coordination in conjunction with the Manager of Visitor Services and Education staff.
• Under the oversight of the Manager of Visitor Services, develop and manage the volunteer program budget.
• Provide input into the development and implementation of the Applewood Master Plan, particularly regarding volunteers and visitor services.
• Seek professional development and network with other agencies to explore and be informed of best practices, processes, and relevant technologies for volunteer and visitor services management.
• Support the execution of all organizational goals, especially those related to facilitating a positive organizational and race equity culture.
• Complete other duties as assigned.

QUALIFICATIONS

Knowledge and Relevant Experience

• Bachelor’s degree or a combination of related education and experience.
• Strong leader with a minimum of two years of experience in a museum, cultural institution or hospitality setting.
• Minimum of one year of supervisory experience, preferably with volunteers.

Skills

• Working knowledge of customer services standards.
• Comfortable with public speaking and experience writing communications, preparing and delivering presentations, trainings, and written materials.
• Strong interpersonal skills.
• Strong written and verbal communications skills.
• Excellent organizational and analytical skills with strong attention to detail.
• Proficiency with Microsoft Office suite and familiarity with volunteer management software.
• Demonstrated ability to lead, manage and motivate others.
• Ability to work collaboratively with individuals from all sectors of the community and a commitment to race equity, diversity, and inclusion.
• Hold a valid driver’s license.

PHYSICAL DEMANDS

While performing the duties of this job:

• Ability to sit at a computer terminal for long periods of time.
• May need to travel up and down stairs while carrying objects weighing up to 20 pounds.
• Bend, stoop, and lift to move materials on occasion.
• Pull/push, lift and carry up to 20 pounds on a regular basis and up to 55 pounds on occasion.
• Reach both above and below shoulder height when needed.
• Ability to stand and walk for long periods of time.
• Tolerance of dust and mildew while wearing Foundation provided protective gear.

WORK ENVIRONMENT

The nature of the work requires the ability to work in both an indoor office environment and outdoor environments in varying temperatures and weather conditions.