Group and Visitor Engagement Coordinator

Department: Plaza Activities

SUMMARY

The Christian Science Plaza is a treasured destination for Church members neighbors local college students and visiting tourists. The aim of the Plaza Activities Department (PA) is to offer each guest a thought-changing experience that inspires hope through the How Do You See the World exhibits tours programs research and reference services signage marketing activities web content and events.

This position is hospitality-focused and necessitates the incumbent being a warm and inclusive host to the group of guests. This position handles the coordination of group tour development booking and scheduling for the Plaza which includes the How Do You See the World exhibits and tours of The Mother Church. This position works with teams from the inception of an event or initiative to the surveying and reporting of each effort. The incumbent is a member of the Operations and Communications (OpsCom) scrum team and a subject matter expert on Visitor Experience How Do You See the World exhibits and Youth/Community/Group engagement. This role is a key collaborator with the PA management team (PAMT) and works directly with Plaza staff to facilitate and execute successful group visitation.

ESSENTIAL DUTIES & RESPONSIBILITIES

Under the direction of the Assistant Manager Operations & Communications this positions primary responsibilities are to facilitate Plaza group tour coordination before during and after their visit for and arrange successful group tours and visitor experiences to the Plaza and to complete other operations communications projects and activities as required. The Group Tour Coordinator handles group sales and service including the maintenance of the database reservation system(s) and is fully versed in the point of sales system(s). The Group Tour Coordinator is in charge of conducting group tours and when there are multiple groups at a time other Plaza staff will be assigned to support.

This position makes certain that each group has an optimal experience on the Plaza from first contact to completion of their visit. The incumbent must be warm flexible full of grace and love in their communications and patient with others and in a diverse range of situations. The incumbent coordinates responding to incoming calls and emails while providing expert customer service. The individual makes group bookings services existing groups as well as prepares and distributes group confirmations. The individual ensures that all group information is communicated to visitors as well as colleagues within the organization.

During a group visit this person works closely with PAs Hospitality Team to make sure all Group Shepherd and Group Guide positions are filled is responsible for Group Shepherd and Group Guide training as well as documenting auditing and updating procedures. The incumbent is responsible for communicating in advance with hospitality staff to make sure they are informed of all group details and ready to serve the guests with excellence. The incumbent will strive to always give adequate notification to the hospitality staff typically at least a week in advance but this is dependent on the group and their specific needs. The incumbent will in most cases work alongside PA staff and will role model customer service and strong group communication and leadership.

This person maintains an efficient and effective reservation system for Plaza tours and visits and pre-registration for programs. The incumbent works closely with other team members to provide a positive experience for visitors; collaborates to create new tour/exhibit experiences; and increases tour attendance through outreach building and maintaining partnerships and contributing to Plaza marketing efforts.

PA Administrative team member (35%)

• Subject matter expert for group tour management and visitor engagement.
• Operations support.
• Communications support and backup.
• OpsCom & Hospitality Scrum Master backup
• Plaza Activities staff trainer.

Group Communications (50%)

• Interacts personally with groups on-site and serves as their primary contact during their visit.
• Manages group coordination to the Plaza.
• Registers groups for workshops and programs as needed.
• Ensures all public-facing information/listings for groups and field trips are accurate.
• Builds effective cross-promotion of Plaza activities programming tours etc. to group leaders.
• Develops and maintains key relationships/partnerships with Bostons business education tourism and cultural communities (e.g. Boston Attractions Group Boston Public Library Massachusetts Teachers Association etc.).
• In collaboration with Promotion & Design Services Group (P&DSG):
  • Recommends an annual group promotional plan (advertising trade shows etc.) for How Do You See the World exhibits including the Mapparium program and Mother Church tours that build awareness and attendance.
  • ensures that messaging is supportive of and consistent with the Plazas mission branding and marketing strategies

Visitor Engagement (10%)

• Surveys Plaza groups to better understand the expectations of our audiences.
• Reports on visitor and group engagement.
• Assists with content development and engagement strategies.
• Works with Church Activities to develop an annual TMC intern engagement plan.
• Engages with the Committee on Publication to support visits from journalists or other faith-based visitors.
• Engages with the TFCCS Community Liaison to understand and communicate about the visitors being served in that capacity.

Other Duties (5%)

• Delegates work to OpsCom team members who support group coordination and visitor engagement.
• Learns continually about the history and significance of Mary Baker Eddys life and the Christian Science movement.
• Learns about other religions and religious sites.
• Attends trade shows and conferences across the U.S. and Canada as needed.
• Assists with other tasks as assigned.

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor: Assistant Manager Plaza Activities: Operations & Communications

Supervises: none

Regular Contacts

PA Management Team and staff How Do You See the World Exhibit Manager The Mary Baker Eddy Library Promotion & Design Services Group the Clerks Office the Committee on Publication office Church Activities TFCCS Community Liaison and the general public.

JOB REQUIREMENTS

Education/Experience

A Bachelors degree is required. At least 2 years of experience cultivating and coordinating group tour audiences providing high levels of customer service is required.

Knowledge & Skills

• Understand and deeply value TMC the life and writings of Mary Baker Eddy and the history of the Christian Science movement.
• Demonstrate commitment to equity inclusion and respect for the diversity of visitors and business contacts.
• Have excellent written and verbal communication skills. A working knowledge of marketing communications public relations museum studies or a related field is preferred.
• Experience working with youth; excellent oral and listening skills a positive approach to learning problem solving and new tasks is preferred.
• Ability to comfortably work in Google (email calendar Docs and Sheets) and Adobe Acrobat.
• Knowledge of workflow management and software including Scrum Trello Salesforce Slack and Point of Sales systems.
• Demonstrates inclusion and respect for visitors and business contacts

Work Environment

• This position is fulfilled onsite with a five-day in-person work week.
• This position will include serving groups on weekends and the incumbent should expect to be present at work on one weekend day each week.
• Activities include walking up and down stairs and being on your feet for extended periods of time carrying items up to 20 pounds comfortably as well as sitting for long periods in an office environment.
• Works on multiple projects simultaneously in a busy and oftentimes deadline-driven office environment.
• Must be available to work some evenings and holidays as needed.

Christian Science Information

Membership in The Mother Church and Primary Class instruction required.

PLEASE NOTE:

Background check required given potential for direct contact with children.

In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Required Experience:

IC