Tour Administrator

Job Description

Job Description

Description :

Job : Full-Time, Non-exempt, Hourly, Union

Supervisor : Director of School & Tour Programs

Union Minimum Pay Rate : $17.41 / hr

Position Summary :

As a member of the Learning and Engagement Department, responsible for coordination of adult and school tours, ticketing systems, statistics, and administrative support of school and docent programs. Provide excellent customer service to internal and external customers. Maintain key relationships with schools, teachers, volunteer docents, and other Museum departments such as IS and Visitor Services. Work in an office setting as well as throughout the Museum campus. Must be able to work outdoors in a variety of weather conditions to greet buses and welcome groups into the Museum.

Duties and Responsibilities :

• Responsible for scheduling and coordinating on-site and infrequent virtual adult and school tours to meet annual goals set by the Learning and Engagement Department.
• Receive , process, coordinate and schedule all on-site and infrequent virtual tour requests by phone and email.
• Manage all tour entry, tracking, confirmation, reconciliation, docent tour scheduling, and reporting in TAM.
• Serve as primary liaison between IS, Visitor Services, and Learning and Engagement Departments on all TAM and tour-related issues
• Maintain a working knowledge of all school, education, and museum programs to assist teachers and other coordinators in making the best programming decisions for their groups.
• Manage school and adult tour group website updates and lists for promotional mailings and e-blasts, including Junior Docent School Program participants.
• Process correspondence and invoices for all tour programs.
• Collect and process all tour payments.
• Reconcile revenue, complete revenue transfers, and submit deposits to Finance daily.
• Track grant-funded participation and redemption for school tours.
• Coordinate ongoing partnership with Museum’s preferred school bus company and processing of payments.
• Resolve tour-related concerns and conflicts both internally and externally.
• Organize and maintain docent availability chart to determine personnel availability for guided tours.
• Assign and produce monthly tour schedule for docents.
• Troubleshoot and respond to daily docent and school tour needs.
• Greet tours.
• Prepare and distribute family passes to student groups and Museum Store coupons to adult groups.
• Attend daily morning meetings and weekly operations meetings to discuss tour related issues with frontline staff.
• Compile weekly, monthly, and year-end attendance reports, including teacher and family pass reporting, for both Learning and Engagement and Visitor Services Departments.
• Maintain school / youth and adult group tour statistics for Learning and Engagement Department.
• Provide support as needed for docents using the docent website.
• Provide administrative support to Director of School and Tour Programs and Associate Educator of School and Teacher Programs.
• Other duties as assigned.

Requirements :

Education / Experience :

Excellent organizational, written and verbal skills. Excellent computer ability and experience with Microsoft Office, Google Suite, ticketing systems, Zoom, Google Meet, and Google Classroom; Ability to work well cross-functionally with external and internal customers; Ability to work well with a large and diverse group of volunteer docents; Ability to multitask; Strong attention to details; Ability to self-direct; Excellent customer service and phone etiquette; Strong problem-solving skills. Previous experience with customer service and ticketing systems.

License or Certification : None

Physical Requirements :

Ability to :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Temperament :

Excellent interpersonal skills, systematic, meticulous, reliable, patient, self-starter and works well under pressure. Manages time efficiently, analyze and solve problems independently and if necessary, collaboratively. Ability to be flexible and embrace changes within this position due to departmental priorities. Ability to work with a wide variety of people to achieve the goals of the Museum.

DEAI Statement :

The Milwaukee Art Museum is an equal opportunity employer. The Museum recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, disability, age, veteran status, gender, gender identity or expression, sexual orientation, and other protected status as required by applicable law.

We are committed to recruiting, developing, compensating, and retaining professional staff that reflect our community. We aspire to be a diverse workplace where talented people want to come, stay, and do their best work.

We stand committed to the work ahead, informed by our community, which we will support with our best thinking, our deepest empathy, and the courage to embody the convictions shared in our Strategic Direction.

Milwaukee Art Museum is an EOE / M / W / Vets / Disability Employer.