Visitor Services Coordinator

About the Senator John Heinz History Center

The Senator John Heinz History Center is a Smithsonian-affiliated museum and a first-day Pittsburgh attraction that presents compelling stories from American history with a Western Pennsylvania connection, all in an interactive and engaging environment for visitors of all ages.  The largest history museum in Pennsylvania, the AAM-accredited History Center attracts large and diverse audiences to its 370,000-square-foot facility in Pittsburgh’s historic Strip District that includes six floors of long-term and changing exhibition space along with spectacular spaces for special events.

The History Center’s family of museums includes the Western Pennsylvania Sports Museum, a dynamic museum-within-a-museum; the Fort Pitt Museum in Point State Park; and Meadowcroft Rockshelter and Historic Village, a National Historic Landmark located in Avella, Washington County, Pa. The History Center also leads a partnership of more than 125 regional historical societies, museums, and organizations dedicated to preserving local history – the History Center Affiliates Program.

A popular destination for families and visitors to our region, the History Center attracts more than 300,000 visitors annually and reaches millions through virtual programs and digital outreach. The History Center was recently recognized as America’s #1 History Museum by USA TODAY and “Pittsburgh’s Best Museum” by Pittsburgh Magazine.

About the position: 

The Heinz History Center is currently seeking a full-time Visitor Services Coordinator. The Visitor Services Coordinator oversees the daily schedule of activities for the History Center front-of-house under the direction of the Director of Museum Stores & Visitor Services in cooperation with the Assistant Director of Visitor Services and the other Visitor Services Coordinator. The Coordinator is responsible for ensuring efficient frontline operations and exceptional customer service in all aspects of visitors services including group tour reservations, admissions, the museum store, online store/internet sales, the café, membership, accessibility, visitor information, wholesale operations, the forthcoming Visit PITTSBURGH Welcome Center, frontline staff management and training of new Visitor Service Associates (VSAs). As a key member of the Visitor Services department, the Coordinator helps ensure a seamless visitor experience and serves as the primary point of contact for the daily team of Visitor Services Associates.

Additionally, the Coordinator will function as the daily “site manager” for frontline operations, generate sales, design, and implement merchandise displays/signage, track and organize inventory, participate in spot check inventories and annual physical inventories at all three of our Museum locations (History Center, Fort Pitt, Meadowcroft), respond professionally to visitor concerns/complaints, and help the department achieve its long-term strategic goals.

This is a full-time, salary / exempt position reporting to the Director of Museum Stores & Visitor Services.

The primary responsibilities of the Visitor Services Coordinator include:

• Work in conjunction with Visitor Services Coordinator, Assistant Director of Visitor Services, and Director of Museum Stores & Visitor Services to coordinate all incoming adult group tour reservations, from the initial contact through the booking process to the eventual onsite visit and collaborate with Learning Team on K-12 educational programming and docent-guided tours.
• Coordinate closely with the History