Position Title: Visitor Services Coordinator
Supervisor: Senior Events Manager
Department: Director’s Office
Grade: 53 non-exempt (union)
Hours: Full-time, 35 hours per week
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Summary
Located in Georgetown in the Washington, DC area, Dumbarton Oaks is a research institute of Harvard University dedicated to supporting scholarship internationally in Byzantine, Garden and Landscape, and Pre-Columbian studies through fellowships, symposia, exhibitions, and publications. Dumbarton Oaks also seeks to educate and delight the public through our museum and historic garden as well as a concert series, family days, and other public programs. There is a garden charge during high season from March to October. The museum is always free to visitors.
The Visitor Services Coordinator will report to the Senior Events Manager and will work closely with the Communications Manager, Education Manager, and Finance Office as well as department stakeholders in the Gardens and Museum. The incumbent will handle processes and workflows related to public visitors to ensure a smooth and pleasant experience and project the mission of Dumbarton Oaks to the broadest possible audience. The Visitor Services Coordinator will manage the garden ticket and season pass sales process, coordinate scheduled public tours, handle public inquiries, support the Museum Shop, Garden Gate, and events as needed, and handle the logistics of institutional ephemera (brochures, leaflets, etc.). The Visitor Services Coordinator may also assist with metrics and surveys to obtain feedback on the visitor experience.
Duties and Responsibilities
- Maintain a professional and welcoming demeanor with visitors, volunteers, and staff.
- Coordinate garden ticket and season pass sales, as well as tour schedules; oversee purchases using a payment/reservation system; troubleshoot and resolve any questions or issues.
- Oversee garden ticketing process and troubleshoot technical issues, both online and in-person.
- Handle and triage public inquiries via phone, email, and social media and provide general information to visitors about the museum and garden, including exhibits, public programming, and events.
- Work within the Events Team and with other Dumbarton Oaks departments to ensure a smooth check-in process for visitors and resolve any questions or issues.
- Handle scheduling and internal coordination of guided visits and tours through the docent and educational programs, for the Education Manager.
- Receive requests, order, and maintain brochures, maps, and other ephemera pertaining to our public programs and scholarly outreach, in accordance with the institutional style; restock inventory and maintain an organized presentation of materials to facilitate the visitor experience.
- Enter and update contacts in our Contact Management System.
- Supervise training and scheduling for casual staff as needed.
- Support departments with promotion and communicate any changes to hours and closures.
- Assist with collection of visitor data through surveys; compile
- Assist in coverage of the Museum Shop and Garden Gate.
- Other duties as assigned.
Qualifications:
- 3 + years of visitor service experience at a cultural institution.
- Must be able to work on Saturdays and Sundays as needed.
Additional Qualifications:
- Excellent customer service skills.
- Strong communication and interpersonal skills: comfortable interacting with diverse ages and audiences.
- Strong computer skills and experience working with systems and databases such as Eventbrite, Salesforce, etc.
- Ability to work independently and as part of a team.
Physical Demands :
- Position requires frequent walking in the galleries and on uneven and steep garden terrain, with occasional lifting of up to 25lbs.
To Apply
The position remains open until filled. Please forward résumé and cover letter detailing relevant qualifications by clicking the link below.
https://sjobs.brassring.com/TGWEbHost/jobdetails.aspx?partnerID=25240&siteID=5341&AReq=65141BR
Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EEO Statement
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
Dumbarton Oaks is an Equal Opportunity Employer (EOE).