Open Forum

Hi Everyone, 

I am working with a client that is looking to move their Visitor Services department to a different reporting structure and the CEO has asked us to compile research on where VS lives in other museum structures. 

Currently, their VS reports directly to the Deputy Director. The other Directors in the org are: Marketing, Education, Curatorial, and Programming. 

Appreciate anyone willing to share their org structures and/or research you may have compiled. 

Best, 
Rebekah Harding 
Chief Strategist 
Clover Strategic Consulting

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Rebekah Harding
CEO and Founder
Simi Valley CA
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Hello Rebekah,
At The Corning Museum of Glass, the Guest Services department reports to the Chief Marketing and Visitor Experience Officer. 

Best Regards,
Lucy

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Lucy Dubin PhD
Chief Human Resources Officer
Corning Museum of Glass
Corning NY
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Hello Rebecca:

I have a few thoughts on this. Many times Visitor Services is structured with Education as an extension of customer facing information about the institution as a whole, exhibition information and collections information. They can be invited to train with docents so their less formal interactions with visitors provide information.

They also often handle event tickets, membership sales, as well as program information and could therefore be structured in this particular case, under programming, but again, be invited to train with docents in order to provide the incoming visitor engagement and feel equipped for informal interactions.

Best of Luck
Jan

Sent from my iPad
Jan Mirenda Smith, Principal
Contrapposto Muse Strategies LLC
920-858-3633

Hello Rebekah,

Assuming most all Museums have store(s)/shop(s) and some have dining/cafe options too, these are visitor service activities too and I see a variety of reporting options, in part similar to what is described below.

Oftentimes these services are definitely considered part of the Visitor Services, and if there is a Museum leadership person that is responsible for revenues, including facility rentals and food/beverage catering for Museum internal meetings and outside groups and organizations, I see this area reporting to the leadership person that has Marketing responsibilities and also see it reporting to the CFO since it involves revenue and in most cases earned income for the Museum.

If you would like to discuss I am happy to do a call with you, not cost or obligation, just to help, if helpful to your research. I have worked with more than 400 cultural institutions in the U.S. (and some in Canada), of all sizes and types, from very, very small to millions of annual visitors.

Hope this additional insight is helpful.

Please email me directly with options for days/dates and call times if you have questions and would like to set up a call. I see you are located nearby.

Best wishes,
Art



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Art Manask
Founder/Principal
Art Manask Consulting
artmanask@gmail.com
818 358-3588
www.artmanaskconsulting.com
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I am the Manager of Ticketing at Historic Jamestowne in Virginia. We're in the unusual situation in that we are in partnership with the National Park Service. Preservation Virginia owns the original site of 1607 Jamestown and the surrounding area is owned by the NPS. They pay half of my salary and Preservation Virginia pays the other half. I report directly to the President of Jamestown Rediscovery who is a part of Preservation Virginia.
The Manager of Retail Operations (ie the two gift shops on site) also reports directly to the President. 

My former place of employment has a huge Advancement Department and they took over VS and the Gift Shop. They include Development, Membership, Marketing, Group Tours, Rentals, Grants, etc (basically anything having to do with money). There is one person over all of that. I would not suggest doing it that way!

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Lauren T. Furey
Manager of Ticketing
Preservation Virginia
Newport News VA
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Greetings Rebekah,

Here at Holden Forests & Gardens, Visitor Services (which we call Guest Services) is under the Chief of Education & Guest Experience, and lives in the same world as education, public events, exhibits, community engagement, PR & marketing, and retail.  

Happy to talk more if there's any interest - feel free to reach out separately!

Cheers,
Beth

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Beth Kelly
Associate Director of Guest Services
Holden Forest & Gardens
Kirtland OH
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