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Job Overview
Employment Type
Full-time
Part-time
Compensation
Salary
Range $80,000.00 - $90,000.00
Work Schedule
Flexible
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Flexible spending account
Retirement Plan
short-term disability
Paid Time Off
potential annual bonus
museum membership
Job Description
Wings Over the Rockies is a celebrated Colorado-based non-profit organization and serves as Colorado's official Air and Space Museum. Established in 1994 and located in Denver's historic Lowry neighborhood, Wings Over the Rockies offers an expansive experience with nearly 100,000 square feet of world-class historical and educational exhibits. The museum’s collection includes over 60 impressive aircraft and spacecraft, detailing captivating stories and personalities related to aviation and space exploration. In addition to its flagship location, Wings operates Exploration of Flight at Centennial Airport, which opened in 2018 and features 18,000 square feet of interactive aviation experiences and events. Visitors from... Show More
Job Requirements
- High school diploma or equivalent
- bachelor’s degree preferred
- minimum 5+ years leadership experience in visitor services, hospitality, retail, or related field
- experience managing teams, operations, and customer-facing environments
- preferred experience with membership programs, retail operations, or admissions systems
- strong leadership and team development skills
- exceptional customer service mindset
- conflict resolution ability
- strong operational and organizational skills
- ability to manage multiple priorities
- analytical mindset
- strong communication skills
- proficiency with POS/CRM systems and Microsoft Office
Job Qualifications
- High school diploma or equivalent
- bachelor’s degree preferred in hospitality
- minimum 5+ years of leadership experience in visitor services, hospitality, retail, or related field
- experience managing teams, operations, and customer-facing environments
- experience with membership programs, retail operations, or admissions systems preferred
- experience in museum, nonprofit, or cultural institution a plus
- strong leadership and team development skills
- exceptional customer service mindset and conflict resolution ability
- strong operational and organizational skills
- ability to manage multiple priorities in a fast-paced environment
- analytical mindset with data interpretation skills
- strong communication and interpersonal skills
- proficiency with POS/CRM systems (Altru preferred) and Microsoft Office
Job Duties
- Lead and continuously improve the end-to-end visitor experience across both locations
- oversee daily operations of admissions, welcome center, museum store, group check-in, and simulators
- ensure consistent, high-quality service standards across all visitor touchpoints
- manage visitor flow, including school groups, events, and peak traffic periods
- serve as escalation point for visitor concerns, ensuring timely and professional resolution
- maintain strong floor presence to model and coach exceptional service behaviors
- supervise volunteers and delegate front of house opportunities to volunteers
- develop innovative initiatives for high quality visitor experience
- lead membership sales, engagement, and retention strategy with Development and Marketing
- develop and implement front-line strategies to convert visitors into members
- train and coach staff on effective membership selling and storytelling
- ensure seamless integration of membership into visitor experience
- monitor and analyze membership performance metrics
- partner with Development on membership campaigns, promotions, and stewardship
- enhance member experience on-site ensuring recognition and value
- monitor and manage POS systems and admissions transactions
- analyze sales, traffic, and revenue reports to identify trends and opportunities
- ensure proper cash handling and audit compliance
- identify opportunities to increase per-visitor revenue
- oversee on-site group sales operations and check-in
- support development and execution of group tours and programs
- coordinate with Education, Events, and Guest Services teams
- align group experiences with visitor experience standards
- lead, mentor and develop visitor services staff
- create culture of accountability, teamwork, and service excellence
- manage staffing models, scheduling, and labor budgets
- recruit, hire, onboard, and manage staff performance
- provide ongoing customer service, systems, and operational training
- resolve conflict professionally
- collaborate with Marketing, Development, Events, Education, and Facilities
- ensure alignment between visitor experience and organizational brand
- contribute to organizational strategy
- manage guest satisfaction evaluations and enhancements
- develop and manage departmental budgets
- establish KPIs for satisfaction, revenue, membership, and efficiency
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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