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Visitor Experience Tour Coordinator

Job Details

Full Time
Customer Service


Position Title: Visitor Experience Tour Coordinator
Status: Full-Time (Non-Exempt)
Reports to: Senior Visitor Experience Manager

Essential Duties and Responsibilities

The Visitor Experience Tour Coordinator oversees the Nortons Private Adult Group Tour program at the Norton. This person handles the group reservation process, stewarding customer relationships, and manages the onsite coordination of adult group tours alongside the greater VE team. This person works closely with the museums Docent and Volunteer Manager. The Visitor Experience Tour Coordinator reports to the Senior Visitor Experience Manager.

Responsibilities include, but are not limited to:

Managing the Private Adult Group Tour program:

  • The Visitor Experience Tour Coordinator as part of the greater Visitor Experience team will do the following:
    • Book tour reservations with diverse adult organizations and clubs.
    • Maintain an active relationship with tour groups to ensure repeat visitation.
    • Will require active communication and outreach with organizers over an extended period
    • Schedule tours on the museums calendar, ensuring no conflict with other museum programs or events.
    • Create and oversee reservations, process payment via Altru, and manage organization contracts with the museum.
    • Update and maintain the museums Group Tour Standard Operating Procedures.
    • Collect feedback, via surveys, to improve the tour program.
    • Report monthly on tours attended and follow up on any outstanding balances or issues to conclude.
    • Coordination of tours once they arrive on site alongside Visitor Experience staff, ranging from group arrival, check in, and introduction to touring docent(s).
    • Responsible for confirming that tours have been checked in and documented correctly
    • Working cross departmentally on the management of VIP Tours to the museum.
    • Maintain and update a tour organization contact list.
    • Monthly check in with the Senior Visitor Experience Manager and the Director of Museum Services regarding status of the tour program.

As part of the Visitor Experience team:

  • Availability to step in and assist with guest questions and concerns as needed.
  • Availability to step in and assist associates with questions and concerns as needed.
  • Maintain a professional, approachable appearance and actively interact with Museum visitors in the galleries.
  • Work with the Director of Museum Services in regularly reviewing how visitors experience group tours and how it can improve or be refined.
  • Participate in regular meetings with other museum departments.
  • Answer telephone, online and in-person inquiries about the Museum, as needed.

Collaboration with other museum staff and general museum business

  • Marketing and Creative Services:
    • Work to develop marketing materials, e-blasts, and promotions for attracting potential group tour organizations to view the museums permanent collection and upcoming special exhibitions.
  • Restaurant:
    • Coordinate with Constellation staff about private lunches that groups can attend after or before their tour, as part of their overall museum experience.
  • Museum Store:
    • Provide opportunities for tour groups to visit and be provided special discounts or offers on Store products.
    • Keep Store staff up to date on museum programs and special offers for Private Group Tours.
  • Learning and Community Engagement:
    • Collaborate with the Museums Docent and Volunteer Manager to confirm that docents are available for tours and knowledgeable on the requested tour themes.
    • Collaborate with LCE regarding docent and tour feedback, and how it is utilized for evaluation of the tour program.
    • Support cross departmental VE and LCE data collection efforts.
  • Facilities and Security
    • Ensure group tours follow museum guidelines and prioritize the safety of visitors and the Collection.
    • Partners with Security to provide a seamless experience for all adult tours at the museum.
  • Other projects as assigned


  • Proficient in MS Office, particularly Outlook, Word, PowerPoint, and Excel.
  • Excellent customer service skills including strong verbal and written communication skills.
  • Able to work collaboratively with colleagues, prepared to participate in and lead meetings with other museum staff.
  • Organized, with demonstrated ability to work independently.
  • Experience with Blackbaud Altru software or another CRM is preferred, but training will be provided.
  • Experience working in a retail environment, hospitality, or another non-profit managing guests, and team leadership is a plus.
  • Availability to work Friday evenings and weekends is a plus.
  • Education: Bachelors degree required. Hospitality and Tourism Management Degrees preferred.
  • Bi-lingual in English and Spanish is preferred, but not required.

Note: Nothing in this job description restricts managements rights to assign or reassign duties and responsibilities to this job at any time.