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Manager, Security & Guest Services - Nelson Atkins Museum

October 06, 2021 8:37 AM | Anonymous

Reporting to the Vice President, Earned Income & Guest Services, this position oversees the daily, front-line operations team that provides guest services and protects Museum assets. This position implements systems that ensure the museum operates safely, smoothly and delivers exceptional experiences. Ultimately, they are responsible for the team that protects the institution’s two most valuable assets; the art and the people.



Available to work a non-traditional and somewhat flexible schedule

Wednesday – Sunday



·  Human Resource Management: Work with Supervisors and Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees. Provide oversight and direction to the staff in accordance with the museum’s policies and procedures. Coach, mentor, and develop staff, including providing on-going development planning and opportunities, performance management and improvement.

·  Systems: Develop, implement and maintain systems (training, scheduling and communicating) that ensure the Security & Visitor Services team is able to meet the changing and growing needs of the institution. In a fast-paced environment, systems should ensure consistent and reliably great results.

·  Security & Service Best Practices: Develop institutional programs for guest service and emergency preparedness. Train, communicate and validate compliance. Stay abreast of potential threats, weaknesses and blind spots and develop plans to address them. Partner closely with the Security Command Center (SCC) so that systems and practices work harmoniously together.

·  Fiscal Responsibility: Manage the overall operational, budgetary and financial responsibilities and activities for the Security & Visitor Services group. Manages labor, overtime and all other departmental expenses. Ensures the accountability and proper attribution of deposits from revenues (parking, donation boxes and museum admissions).

·  Building Management: Ensure sufficient building management appropriate for the level of business and activity. Teaches and empowers on-site Supervisors to act independently in critical situations that require immediate and decisive action.

·  Protection: Responsible for protecting the institution’s art, building, property, and reputation. This requires proper staffing levels and a team that is trained, licensed and equipped to handle any type of incident, emergency or crisis. Evaluates risk, communicates concerns and ensures all policies, procedures and guidelines of the Nelson Gallery Foundation and Security & Visitor Services Department are followed.

·  Guest Services: Promote a guest-first culture and service-oriented mentality, dedicated to delivering exceptional guest experiences in every way possible. The museum believes that inclusion, diversity, equity and accessibility equals success (IDEA=S) and this role is responsible for delivering high quality experiences to every guest, every day.

·  Feedback: Addresses employee and visitor feedback appropriately and in a caring & concerned manner. Able to recover negative situations diplomatically and escalate matters that do not reach prompt resolution.

·  Other: Completes all other duties as assigned for the general support of the division and institution as a whole. 




·         Bachelor’s degree in a related field or equal combination of education and experience.

·         Three or more years of experience managing a large, hourly workforce to include performance management and review, performance improvement with outstanding interpersonal relationship building and employee coaching and development skills.

·         Experience developing policy and procedural documentation.

·         General knowledge of various employment laws, practices, and employee relations.

·         Experience developing policy and procedural documentation.

·         Knowledge of basic economics, budgeting, and accounting principles and practices.

Core Capabilities

Credibility: Being perceived by others as having the knowledge and experience to back up one’s authority.

Critical/analytical thinking: Seeking information and using that information to inform decision and resolve problems. Simplifies complex situations in a systematic, logical manner by identifying issues, making comparisons, setting priorities and assessing implications.

Cross-cultural intelligence: Knowledge of and sensitivity to differences among cultures.

Effective communication: Being able to verbally or in writing convey messages in terms that make sense, and also to actively listen to others’ interpersonal communications.

Ethical behavior: Perception of the moral appropriateness of individual and/or group conduct or behavior.

Flexibility/adaptability: The ability to adjust the approach as required by shifts within the organization and in the external business environment.

Integrity: Honesty and doing the right thing.

Persuasiveness/influencing others: The art of using interpersonal skills to convince others to share one’s perspective or way of thinking.

Technological savvy: Knowledge of the unique solutions and challenges that new technology will bring to the organization and understanding of how talent management will be affected by a technologically enhanced business environment.

Communication Skills: Ability to interact professionally with all levels of internal staff and with external stakeholders. Strong interpersonal communication skills; diplomatic and collaborative work style.

Confidentiality: Evidence of the ability to practice a high level of confidentiality.



Job Family


Salary Grade

Grade 8 

Starting Salary Range: $69,100 - $77,760

FLSA Classification

Exempt Salary

Working Conditions/Physical Requirements

While performing the duties of this job, the employee will frequently move hands and fingers repetitively while typing or writing. Occasionally required to stand; walk (traverse from one location to another) sit at a desk for extended periods; reach with hands and arms. May occasionally lift up to 30 lbs. The noise level in the work environment is usually moderate. Occasionally expected to attend events outside of the typical work schedule. 

  Travel Expectations

0 - 5% of Travel Required


The Nelson-Atkins Museum of Art is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications.


Contact Us:

PO Box 410043,

Kansas City, MO, 64141

Email: info@kcasis.org

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