Visitor Services Coordinator

19-Mar-2024

Faculty of Arts and Sciences

65141BR

Job 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.

Position Description

·         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 reports.

·         Assist in coverage of the Museum Shop and Garden Gate.

·         Other duties as assigned.

Basic Qualifications

·         3 + years of visitor service experience at a cultural institution.

Additional Qualifications and Skills

·         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 Requirements

·         Position requires frequent walking in the galleries and on uneven and steep garden terrain, with occasional lifting of up to 25lbs.

Working Conditions

·         Must be able to work on Saturdays and Sundays as needed.

Work Format Details

This is a hybrid position that is based in Massachusetts. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

About Us

We regret that we will not be able to provide visa sponsorship for this position.

All formal written offers will be made by FAS Human Resources.

Benefits

We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards ) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

General Administration

Department Office Location

USA - DC - Washington

Job Code

403033 Staff Assistant III

Work Format

Hybrid (partially on-site, partially remote)

Department

Director's Office

Union

55 - Hvd Union Cler & Tech Workers

Pre-Employment Screening

Identity

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.