Coordinator, Group Services

Coordinator, Group Services

Under the supervision of the Supervisor, Group Services, the Coordinator, Group Services acts as a liaison between the museum and the groups before, during, and after the museum visit.

Essential Functions:

• Book and confirm groups in the museum's electronic events system.
• Meet, greet, and escort groups to the designated areas for their expected museum experience.
• Collaborate with other group reservation team members to organize the daily arrival process. Share information proactively with other departments.
• Assist visitors with information on daily activities and general museum information.
• Answer inquiries over the phone regarding group information or reservations.
• Resolve any issues with group bookings and escalate to other team members as needed.
• Establish and maintain a productive and professional working relationship with group leaders.
• Cultivate productive relationships with internal departments in order to provide group reservation support.
• Fulfill requirements as need for Tri-County millage and various grants and reports.
• Generate daily, weekly, and monthly reports from electronic events system and route to appropriate departments.
• Support the Group Services Department as needed and other departments on special projects.
• Assume responsibility for arrival and departure of adult, schools, and senior groups. Reconfirm group needs upon arrival and accommodate accordingly.
• Provide school orientation on the bus of appropriate location in the museum prior to their experience.
• Make signs, board buses, move racks, and escort groups into the museum.
• Apply DIA values to interactions to support a culture of belonging among internal and external stakeholders.
• Perform other duties as assigned.

Qualifications:

Education and Experience:

• High school diploma/GED required.
• Two (2) years of customer service experience required.

Knowledge, Skills, and Abilities:

• Demonstrated collaboration skills to work across departments and divisions internally and with diverse stakeholders externally.
• Demonstrated ability to speak publicly, including presenting or sharing information in a clear, effective, and engaging manner suited to the audience.
• Ability to provide information, ideas, and instructions clearly, effectively, and professionally through talking or writing.
• Ability to identify challenges and opportunities, engage others in their resolution, and recommend appropriate course of action.
• Demonstrated ability to work with attention to detail and produce accurate results.
• Demonstrated flexibility and adaptability to changes in priorities based on operational need.
• Demonstrated organizational skills to plan, manage, prioritize, and complete multiple on-going projects to meet deadlines and goals.
• Must have demonstrated active listening and communication skills and an ability to communicate clearly and professionally.
• Ability to communicate with and manage relationships with external stakeholders.
• Ability to work occasional weekend and evening hours for special events.
• Must be proficient in the latest version of Microsoft Office 365.
• Must have proficiency in the use of remote work technology such as scheduling with, connecting to, and using digital collaboration platforms such as Microsoft Teams.
• Must be able to establish and maintain professional, productive and courteous interactions that promote positive teamwork.

Physical Demands:

• Frequent physical effort and medium work. Frequent standing, walking, and repetitive motions.
• Occasional sitting, pushing, pulling, lifting, climbing, and crawling.
• Typical weight lifted and force exerted is 20lbs.
• Frequent temperature changes and noise.
• Occasional extreme heat, extreme cold, or wet/humid conditions.
• Position requires moving in and out of the museum, regardless of weather conditions.
• While performing the duties of this job, the employee is regularly required to communicate and exchange accurate information using various methods including in-person, telephone, and email.

The Detroit Institute of Arts is an equal opportunity employer.