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November 07, 2014
The Visitor Services and Group Tour Coordinator is familiar with, and able to perform, all the responsibilities of the Visitor Services Associate (VSA) position, in addition to performing supervisory and administrative functions. The Coordinator is responsible for all group tour booking and scheduling.
RESPONSIBILITIES:
Oversees the Visitor Services activities and staff on a day-to-day basis. Responsible for opening and closing the exhibit area and Mapparium, and responding to daily needs as they arise. Oversee VSA individual projects, and track progress.
Coordinates group tours, including scheduling; assigning guides, and working with the Educational Programs
Coordinator on group tour content. With the Marketing Manager, participates in promotional initiatives to increase group tour activity and develop outreach strategies.
Under the direction of the Operations Manager, facilitates all aspects of the day-to-day Visitor Services operations, including serving on the floor as part of the regular rotation and giving tours. Coordinates monthly VSA schedules and weekly VSA meetings.
With respect to both Visitor Services and Group Tours, constantly monitors the visitor experience to meet visitor needs and requests, provide direction, and help visitors have an enjoyable and thoughtful experience. Resolves visitor issues quickly and effectively, ensuring visitor security and safety. Takes particular care of visitors with special needs and foreign language requirements. Helps maintain clean and organized public spaces and alerts appropriate contacts about equipment malfunctions. Proposes and implements Visitor Services and Group Tour policies, procedures, literature, signage, etc., in conjunction with the Operations Manager. Brings an irrepressible commitment to developing a world-class level of customer service to the Library, through selection, training, and supervision/coordination of staff. Work schedule is Tuesday – Saturday, 8:30am – 4:30pm. Some Sundays and Mondays as needed.
Performs other duties as required.
At least two years of experience as a Visitor Services Associate, or equivalent experience. Experience with database software and group tour booking strongly preferred. Requires good computer, organizational, math, and supervisory skills, as well as a strong customer service orientation. Must have excellent communication and interpersonal skills. Must be a team player, goal-oriented, able to move quickly from one task to another, be detail oriented and accurate, and able to work well with internal and external contacts. The incumbent must be enthusiastically committed to contributing to a high-performance organization, enjoy a challenge, be devoted to high-quality standards, and be in harmony with the Library’s purpose.
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November 07, 2014
The Mary Baker Eddy Library for the Betterment of Humanity is a not-for-profit library/museum dedicated to providing common ground to explore: the power of ideas throughout history to inspire individuals and transform the world; the ongoing search for life’s deeper meaning; and the ideas, life, and achievements of Mary Baker Eddy.
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