Tour and Volunteer Coordinator

1 month ago

Norfolk, United States Chrysler Museum Of Art Full time
Job DescriptionJob Description

Tour and Volunteer Coordinator

Job Title:

Tour and Volunteer Coordinator

Division:

40 – Public Engagement and Learning

Position Type

Full-Time

FLSA Classification:

Non-Exempt

Reports to:

Deputy Director for Public Engagement and Learning

Revision Date:

June 2024

Primary Purpose:

The Chrysler Museum of Art offers a variety of school and public programs to thousands of visitors each year. The Tour and Volunteer Coordinator ensures high-quality, visitor-centered programs for groups and the general public by developing strong working relationships with docents and volunteers and administering the Museum’s robust tour program with ultimate customer service. The Tour and Volunteer Coordinator supports docent and other volunteer activities through highly coordinated administrative efforts, logistical support and awesome communication.

Essential Functions:

Volunteer/Docent/Support
  • Support the Chrysler Museum of Art’s volunteers, serving as the prime liaison between volunteers and the Museum and implementing all of the scheduling and logistics for volunteers and tours.
  • Maintains the Docent Office, including the docent mail folders, bulletin board, and docent bookshelves. Ensures current handouts and information is available to all docents and volunteers.
  • Tracks all volunteer hours in the Museum volunteer platform.
  • Maintains and archives all files related to Docent Council, Docent Council Committees and docent trainings.
  • Attends museum-wide and departmental meetings representing the volunteers and ensuring full two-way communication.
  • Helps with volunteer recruitment, training, and appreciation events.
Group Visits
  • Schedules tours for school children, college/university groups, and adult groups by taking online reservations and/or by phone.
  • Works collaboratively with Manager of Experiential Learning to assist key school/community partnerships and events.
  • Responds in a timely fashion to emails and phone calls related to group tour reservations, which includes processing payments and distributing follow-up evaluations.
  • Creates and posts the weekly group tour schedule, and communicates with docents, Visitor Services staff, Security, and other departments as needed.
  • Provides exceptional customer service with teachers, docents/volunteers and staff and maintains an environment that is welcoming, friendly, and approachable.
  • Works with teachers and group leaders to orchestrate tour logistics, such as greeting bus groups, assigning docents to tours, check in with the front desk, and correctly switching from tour to workshop, when applicable.
  • Ensures the school programs site, tour reservation system, and tour databases have up-to-date and accurate information regarding tours and demographic tracking. This includes oversight of the online reservation system(s) and contacting group leaders for detailed information.
  • Produces tour confirmation packets and makes reminder phone calls to group leaders, program attendees and docents to ensure 100% attendance and adherence to Chrysler policies and procedures.

General Duties
  • Tracks attendance of all group tours and produces monthly, quarterly, and annual data/attendance reports from the online reservation system and as needed for PEL and other departments.
  • Works with the reservation system developers to define and implement system upgrades and provide reports as needed.
  • Sends evaluation surveys and implements follow-up communications to tour groups as needed.

Required Education/Experience:

  • Must have a minimum of 2-3 years of experience working in museum, arts, community, or cultural organizations or other relevant settings.
  • Must have experience working with diverse age-groups and volunteers, and excellent interpersonal skills including verbal and written communication, presentation skills, and customer service.
  • Must be highly organized and attentive to detail, have a demonstrated ability to effectively manage multiple priorities and projects, and meet deadlines.
  • Must be able to represent the Chrysler Museum with a high level of integrity and professionalism.
  • Must have a working knowledge of Microsoft and Apple systems.
  • Must be able to travel locally as needed during the workday.

Preferred Knowledge, Skills, and Abilities

  • Preferred working knowledge of the Microsoft 365 Suite, Zoom and Teams virtual meeting platforms, Digital Cheetah, Altru, and Trello
  • Prior experience working in non-profit, cultural/art attraction or similar is highly preferred.

Working Conditions:

  • This position requires a great deal of interaction with the public in person and via other means of communication, and will be subject to frequent interruption.
  • A typical work schedule will be Monday to Friday, but at times hours may need to be adjusted.

Physical Requirements:

  • Must be able to lift and carry file boxes and other awkward items weighing up to 20 lbs.
  • Requires intermittent standing, walking, sitting, squatting, stretching, and bending throughout the workday.
  • Must be able to see and hear or use prosthetics that will enable these senses to function adequately to assure that the requirements of this position can be fully met.

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