The Visitor Experience Coordinator manages the Visitor Experience staff, the Museum’s reservations, coordinating all museum group and school visits, and bookings for special museum experiences.
The Visitor Experience Coordinator supervises the Visitor Experience team whose overall goal is to enhance the visitor experience by greeting, staffing exhibits, taking reservations and covering the main information lines at Bishop Museum. This position ensures the museum’s Visitor Experience posts are covered during the required hours. This includes scheduling staff for the information and reservations lines as well as traveling exhibits and other key greeting posts. The Visitor Experience Coordinator serves as a receptionist for the museum, and adjusts Visitor Experience scheduling day to day to ensure the best coverage for the daily visitor flow and museum needs.
In an open and team-spirited manner, this position serves as the linchpin between the reservations team and other departments, including Visitor Experience, Education, Sales, and front of house, whose programs are booked through reservations and whose staff are needed to deliver programs for those bookings. With the reservations team, and in coordination with the Museum’s Education and Visitor Experience departments, the position works out the timeline for each school’s field trip at Bishop Museum. The position also books other group reservations, including adult groups and fee-based specialty experiences. The Visitor Experience Coordinator works with Reservation staff to ensure reservations are scheduled, welcomed and organized upon on arrival with exemplary service.
Duties and Responsibilities
- Supervise staff responsible for reservations, covering Bishop Museum’s main information lines, and staffing traveling exhibit and/or Visitor Experience greeting posts. Manage the Visitor Experience department staff schedule to ensure coverage of reception, reservation lines, traveling exhibits and greeting posts.
- Oversee the staff that handles the booking of other groups, such as college groups, adult groups, and senior groups. Work out the visitor schedule for those groups in coordination of Museum staff. Adhere to policies, pricing guidelines and other aspect of group visits. Greet groups upon arrival, manage payment.
- Manage bookings for specialty fee-based tours; send information on those bookings to staff others who need that information. In addition to supervising the reservations team, the Coordinator also performs all functions his/herself of taking reservations for school and adult groups and for special experiences.
- Serve as point of contact for other tour requests, such as for VIP visits and special needs groups.
- Maintain a solid working knowledge of all tours and packages sold by the Museum so as best to train others.
- Oversee the team that covers the main phone information line for Museum and ensure that the reservations and information phone lines are covered 100 percent of the time during required hours (8 a.m. to 5 p.m., seven days a week, including holidays). Monitor guest service for callers that contact Bishop Museum, both in terms of those calling for information and those calling to talk to specific staff members and perform the reception duties oneself.
- Team duties include:
- Answering multiple phone lines and assess need of caller
- Routing calls to various employees throughout museum
- Taking and relaying messages when employees aren’t available, in situation where leaving a voice mail does not suffice.
- Being up to date on ‘who does what’ at the Museum, route calls to the appropriate staff members within the museum. Example of calls will include: people wanting to donate artifacts to the museum; people calling with Hawaiian cultural questions; questions dealing with astronomy, geology, archeology and other areas of knowledge; visitor comments and complaints; people attempting to reach a specific staff member.
- Providing information to callers regarding Bishop Museum’s hours, admission prices, exhibit schedules, programs and other information.
- Obtain and high understanding of the Museum’s booking and sale operating systems. Be able to troubleshoot issues as needed.
- Oversee the team that covers greeting and informational posts throughout the museum. Ensure post coverage is according to museum staffing and visitor’s needs.
- Serve as liaison between the reservations team and other departments, including Education, Sales, Facility Rentals and front of house operations. Obtain all necessary details for experiences that will be booked through the office (school visits, other group visits, specialty tours, etc.) and ensure that reservations staff have all the information needed to book groups. Coordinate with Education, Visitor Experience and other staff to ensure coverage of these programs.
- Coordinate the planning and scheduling of school visits with reservationist team and with other departments. Aspects of this duty:
- Work with Education and Visitor Experience staff to ensure that all school bookings concur with set policies on how many students can be booked into exhibits and programs. Coordinate with appropriate manager in advance to work out solutions when there are unusually large booking or special requests.
- Be familiar with all education programs offered to school groups and the goals and educational standards to which those programs are aligned.
- Create daily schedule for school visits that rotates the various blocks of students through the exhibits and programs; ensure that students are spread out to a point when no single exhibition hall or program is overtaxed.
- Greet schools as they arrive, organize the group and provide directions. Ensure that students and adults are properly identified.
- Inform Education, Visitor Experience and other staff members of group scheduling adjustments in a timely manner via email and team meetings.
- Train staff in the reservations, reception, guest service and information to be provided to visitors and staff.
- Stay abreast of informational updates and emails and ensure Visitor Experience team receives these updates via email and/or team meetings. Reinforce and inform staff of changes and updates as needed.
- Complete opening and closing procedures including ensuring staff close posts according to guidelines, completing cash out procedures, and additional duties assigned to the Visitor Experience team.
- Other duties as assigned.
- High School Diploma or GED
- Ability to read/write/speak and communicate clearly in English (knowledge of other languages a plus)
- Ability to work well with others.
- High level of problem solving skills in taking reservations and in working with any situations that arise on the day of the visit.
- Computer literate; Proficient at MS Office, Word, Excel and Outlook
- At least one year’s supervisory experience
- Outstanding customer service skills, with excellent phone manner a must. High, demonstrated level of organizational skills. Must be able to handle multiple projects and maintain composure.
- Familiar with landscape of Waikiki a plus
- Flexibility in working hours, as some evening and weekend work is required.
- Professional business like appearance
- Good Attendance
- Detail oriented
- Ability to work in team-spirited manner with many different areas of the museum and with
- external customers.
- Capable of handling pressure when multi-tasking
- Visitor Experience Assistants / Hoʻokipa Ambassadors
Working Conditions: Position requires sitting in office and doing phone and computer work for up to four hours at a time.
Physical Requirements: Position involves significant amounts of walking, in greeting groups and taking them to different locations on museum campus.
Hours: Full-Time Salary; some evening and weekends required
Salary: Commensurate with experience
Deadline to apply: Application will remain open until position is filled.