Vizcaya Museum and Gardens is a National Historic Landmark and accredited museum in Miami, Florida (www.vizcaya.org). The Director of Visitor Experience ensures a warm welcome and a positive visitor experience for a broad audience of local, national, and international visitors through exceptional customer service, enhanced accessibility, coordinated services, quality resources and amenities, and rigorous site and system oversight. Vizcaya receives approximately 300,000 visitors annually and reaches an additional 90,000 people through public tours, educational and community programs, event rentals and fundraising efforts. As a museum and public garden, Vizcaya’s campus includes the historic Main House, Formal Gardens and Vizcaya Village—11 historic buildings on 12 acres currently being restored to support learning and community engagement. The Village also serves as the hub for the organization’s urban agriculture initiatives, including a weekly Farmers Market. The Director supervises two Visitor Experience Managers. The Department includes nine Visitor Experience Associates, a corps of full-time and part-time staff who welcome and orient visitors, and who sell and process tickets.

The position is on the Engagement and Cultural Resources Team and reports to the Chief Engagement Officer. The Engagement and Cultural Resources Team includes the Visitor Experience Department as well as three others: Art and Artifact Stewardship; Community Partnerships, Programs, and Interpretation; and Horticulture and Sustainability.

Vizcaya is owned by Miami-Dade County and is operated by the non-profit Vizcaya Museum and Gardens Trust, Inc. Our mission is to preserve the estate’s cultural and environmental resources to engage people in connecting with the past, understanding the present and shaping the future. Our vision is to position Vizcaya as an enduring, inclusive, and innovative place that inspires people to embrace the cultural vitality and environmental sustainability of the world around us.

Essential Responsibilities

· Ensure a warm welcome and a positive visitor experience for a broad audience of local, national, and international visitors through exceptional customer service, enhanced accessibility, integrated services, quality resources and amenities, and rigorous site and system oversight.

· Identify market information, benchmarks, and trends to manage business planning and earned revenue growth for general admissions, group tours and personal photography permits (~7.3M earned revenue total) as well as new earned revenue streams related to visitor operations.

· Complete daily and weekly accounting and data recording tasks related to general admission and earned revenue programs. Monitor and report status regularly.

· Manage Vizcaya’s online Point of Sale system, including integration with other software systems, infrastructure and procedures for general admission, group sales, certain merchandise, and personal photography permits.

· Manage Vizcaya’s wayfinding system and ensure that all signage is updated and in excellent condition.

· Play a key role in planning and implementing visitor experiences in the Village prior to and upon establishing a new visitor Welcome Point.

· Sustain the Visitor Experience Department as an internal base for accessibility expertise and advocacy related to Vizcaya’s visitor operations. Oversee select organizational efforts surrounding improved visitor accessibility and serve on interdepartmental project teams.

· Collaborate with Engagement and Cultural Resources Team members to support visitor engagement.

· Manage and review promotions and partnerships with the Marketing Department to ensure Vizcaya is accessible to the Miami community.

· Develop policies and procedures for customer service and service recovery. Model best practice and guide staff training efforts.

· Develop, oversee, and achieve an annual plan for visitor studies and research (formal and informal) to learn more about visitor satisfaction and behaviors, to inform business planning and to sustain a positive visitor experience.

General Responsibilities of All Department Directors

· Lead your department to achieve meaningful and timely actions that advance Vizcaya’s mission, vision, and strategic plan, strengthening baseline activities while looking ahead to the revitalization of Vizcaya Village and other growth opportunities.

· Bolster Vizcaya’s financial strength by supporting efforts to sustain and grow revenues and by playing an active role in pursuing funding opportunities.

· Proactively promote communication, collaboration, and customer service.

· Engage in and promote internal committee participation in your department.

· Recommend hiring, discipline and promotion of staff; review and approve payroll, leave and overtime; set annual employee goals and evaluate performance.

· Create and manage your department’s budget; ensure your department understands and complies with Vizcaya’s policies and procedures; review staff’s work for accuracy and appropriateness.

This job description is not designed to be comprehensive; duties, responsibilities and activities may change at any time with or without notice.

Position Requirements

· At least 7 years of experience in a customer-service role (museum, public garden, attraction, hospitality, retail, etc.), including at least 5 years of supervisory experience.

· Bachelor’s degree in a related field.

· Deep and current knowledge of visitor experience and customer service theories and practices.

· Demonstrated leadership, teambuilding, communications, project management and financial management skills.

· Commitment to collaboration, customer service, excellence, strategy, and innovation.

· English fluency.

· Proficiency with Microsoft Office.

Factors to Be Considered When Evaluating Applicants and Determining Compensation

· Additional relevant work experience and education.

· Commitment to and experience in advancing equity, inclusion, and environmental sustainability.

· Experience with Constituent Record Management systems, ticketing, and scheduling systems.

· Professional research, publications, and presentations.

· Spanish language skills.

Compensation

Vizcaya Museum and Gardens offers competitive compensation with generous paid leave, retirement benefits, and robust medical and other insurance for full-time employees. The salary will be based on the selected candidate’s experience and skills. The anticipated compensation is approximately $90,000 for someone meeting the requirements of the position to approximately $100,000 for someone exceeding them.

Work Environment/Physical Demands

The majority of work is done in an office setting, with some portion involving interaction with staff, the media, donors and other constituents on and off site. Vizcaya is a non-smoking environment.

Position Type/Expected Hours of Work/Schedule

This is a full-time (40 hours per week), exempt position. The base schedule for this position is Monday–Friday and the hours will align with Vizcaya’s public opening and closing times. Vizcaya is open six days per week Wednesday–Monday and open most holidays except Thanksgiving Day and Christmas Day. This position works onsite for at least the first 60 days. After the onboarding period, a hybrid schedule (up to 3 days/week remote) is permitted in accordance with Vizcaya’s Regular and Hybrid Work Policy

To Apply

Please submit a resume and a cover letter expressing your interest in this position to: HRVizcaya@vizcaya.org. Please reference the position title in the subject line of your email.

Equal Opportunity Employer

Vizcaya Museum and Gardens is committed to equity and inclusion and is engaged in a strategic process to ensure that our staff, Board, and volunteers reflect our community’s diversity. Vizcaya welcomes applicants from groups that are underrepresented in cultural organizations and seeks to recruit, develop and retain a diverse workforce. Vizcaya Museum and Gardens is an equal

About Vizcaya Museum and Gardens:

Vizcaya Museum and Gardens is a National Historic Landmark, accredited by the American Alliance of Museums and located on Miami’s spectacular Biscayne Bay. Vizcaya consists of 14 historic buildings on 50 acres of grounds, with approximately 2,500 objects and 40,000 archival documents. The Museum attracts nearly 200,000 visitors annually and is working to strengthen and extend its profile as a cultural resource throughout South Florida and the nation.

To diminish second-hand health hazards, risk of fire, and unwanted trash on Vizcaya's historic property. VMGTI's employees are not permitted to smoke tobacco or other substances, use vapor devices (including e-cigarettes), or use smokeless tobacco anywhere on the Vizcaya estate (including the Village and parking lots).