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Director of Visitor Services & Engagement - Olana

  • August 03, 2021 10:05 AM
    Message # 10791654

    Position Description

    The Director of Visitor Operations & Engagement directs and oversees all visitor services, the daily operations of the Main House, Visitor Center and Interpretive and educational programs. The Director oversees all full-time and part time staff in their areas of responsibility in order to provide excellent visitor services and interpretive programs. This position performs diverse administrative duties that support TOP’s larger interpretive and engagement vision. The Director attends required training programs with both TOP and New York State Parks in order to assume responsibility for observing and enforcing health and safety procedures and other procedures to ensure the well-being of visitors and the site and its collections.

    Primary Duties

    • Recruits, trains, and supervises all Visitor Operations and Engagement staff;
    • Observes and evaluates all Visitor Operations and Engagement staff
    • Assists in public engagement, including answering phones, leading tours, and selling tickets, as required;
    • Directs strategies and policies to ensure visitor safety and effective interpretation and engagement operations in coordination with the Senior Director, TOP senior staff, and OPRHP Director;
    • Develops core interpretive strategies and programs in partnership with TOP senior staff and OPRHP Director;
    • Directs Visitor Operations and Engagement staff in implementation of interpretive strategies and programs;
    • Develops agenda for and conducts morning Visitor Operations & Engagement staff meetings;
    • Fields questions, comments, and concerns from Visitor Operations & Engagement staff;
    • Manages, operates, and trains staff on ticketing and scheduling systems, Ascent and Humanity;
    • Assists in reviewing, compiling, and submission of timesheets and payroll reports;
    • Develops and leads annual staff-wide training in coordination with TOP senior staff and OPRHP Director; Plans and evaluates touring structure, schedule, and staffing needs;
    • Develops strategies and policies to ensure security and conservation of collections in partnership with TOP Director of Collections & Exhibitions and OPRHP Director;
    • Participates in weekly Senior Staff meetings and quarterly Board of Trustee meetings and communicates updates to Visitor Operations and Engagement staff on a timely basis;
    • Coordinates with human resources regarding Visitor Operations and Engagement staff, including but not limited to; employment, special leave, termination, quarterly reporting and evaluations, complaints and other duties as assigned;
    • Provides quarterly reports on visitor operations and engagement activities to the Board;
    • Develops annual budget for Visitor Operations and Engagement in coordination with Senior Director and Director of Finance and Human Resources;
    • Oversees budget tracking and approves expenses;
    • Submits monthly and quarterly budget tracking reports to Director of Finance and Human Resources on a timely basis;
    • Other duties as assigned.

    Supervisory Duties

    • Visitor Operations and Engagement Manager and visitor services staff and volunteers.


    • A Bachelor’s Degree preferred, Master’s Degree in relevant field a plus; however, 3 plus years of experience combining the key elements of this position including business management and administration, visitor services management, interpretation and engagement with the public, and ticketing software experience may be substituted;
    • A minimum of 3 years of non-profit work experience in visitor operations and engagement management, superior computer skills including database management, tour and ticketing software systems, Microsoft Suite, and time and attendance system administration;
    • Outstanding interpersonal and communication skills (written and oral) and ability to lead as well as function as a team member for staff and volunteers;
    • Fluent abilities in staffing hiring, training, and coordination;
    • Develop and oversee the annual visitor services budget with senior staff;
    • Knowledge and appreciation of The Olana Partnership’s mission;
    • Willingness to work a schedule with various hours, including regular weekend day(s), some evenings, and/or holidays. Regular workdays include weekend day(s). First four to six weeks include both Saturday and Sunday for training and position education and orientation.

    Salary: $52,000-$58,000

    To Apply:

    Submit resume and cover letter to by August 31, 2021.

    All candidates for employment will be subject to pre-employment background screening, and all offers are contingent upon the successful completion of the background check.

    Olana State Historic Site is a tobacco-free environment.

    The Olana Partnership is an equal opportunity, affirmative action employer. Candidates of all backgrounds are encouraged to apply.

    The Olana Partnership
    The Olana Partnership (TOP) is a 501(c)(3) non-profit educational organization and operates Olana State Historic Site in a cooperative agreement with the New York State Office of Parks, Recreation, and Historic Preservation. TOP’s mission is to preserve and interpret Olana, and, through five decades, TOP has harnessed the passion and philanthropic support of thousands of supporters to restore Olana’s treasures of art, architecture, and landscape. TOP’s mission extends to the stewardship of Olana’s nationally-significant viewshed and to developing Olana as a vital educational resource for visitors from across the world and the communities of the region.

    Olana State Historic Site
    A National Historic Landmark, Olana is the greatest masterpiece of America’s preeminent artist of the mid-19thC, Frederic Edwin Church (1826-1900). He achieved international fame with paintings such as Niagara (1857) and The Heart of the Andes (1859) and created Olana over 40 years, beginning in 1860. Church designed every aspect of Olana, the eclectic fantasy of the main house, the bucolic assemblage of the farm complex, and the 250-acre landscape that provide a romantic, picturesque setting for the whole and engages sweeping 360-degree views. In 2019 there were approximately 170,000 visitors to the landscape and 33,000 visitors to the main house.

The Museum Association of New York strengthens the capacity of New York State’s cultural community by supporting professional standards and organizational development. We provide advocacy, training, and networking opportunities so that museums and museum professionals may better serve their missions and communities.

Museum Association of New York is a 501 (c) 3 nonprofit organization. 

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Troy, NY 12180 USA

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