Group Sales and Operations Coordinator

JOB DESCRIPTION

Job Title: Group Sales and Operations Coordinator

Department: Visitor Experience 

Reports To: Director of Visitor Experience

Supervisory Responsibility: Schedules work of docents/tour contractors for scheduled tours (no direct supervisory authority)

Base Pay Rate: $47,000 – $49,000 

FLSA Status: Exempt (Full-Time)

Work Schedule: Monday–Friday, 9:00 a.m. to 5:30 p.m., with some evenings, weekends, and occasional holidays as needed.

Job Summary: This role leads the coordination of school and non-school / adult group tour bookings, arrival logistics, and related sales support to ensure organized, high-quality museum visits. The position serves as the primary point of contact for school, tour, and group partners; manages scheduling, confirmations, check-in, payments, and invoicing; supports ticketing and updates in Altru; and helps grow earned revenue through group and experience sales.

Duties and Responsibilities

Lead group tour sales, scheduling, and onsite logistics (primary role, 70% of time)

• Receive requests for group visits and tours; answer questions via phone and mail and respond in a timely manner.
• Work with internal and external clients to develop and book various museum experiences. Network and connect with travel and tourism outlets to support new sales opportunities. Identify partner organizations to collaborate with and promote group sales and tour experiences at CMA and The Pizzuti.
• Maintain the group and tour schedule, monitor capacity, and book resources as needed using computer systems (Altru CRM and Microsoft Office applications).

• Send confirmation materials and updates to scheduled guests in a timely manner.
• Monitor and maintain the CMA group entrance (clean, organized, and supplied). 
• Welcome groups arriving at CMA and The Pizzuti by facilitating check-in, payment, providing announcements and instructions, and introductions guides.
• Ensure visitors comply with policies by communicating in a direct, respectful manner. 
• Process group purchase orders and invoices.
• Other duties as requested or assigned.

Manage point-of-sale system (Altru) (15% of time)

• Receive requests for program tickets from program managers and enter programs/events for sales; communicate with marketing to activate online sales
• Maintaining daily sales operations by programming discounts, daily sales tickets, and assisting guests registering for programs when needed
• Accurately enter user data, export data/reports, provide data to departments upon request

Communicate and collaborate with colleagues in Visitor Experience and across other departments (Learning Engagement; Curatorial, Advancement, et al.) (15% of time)

• Attend meetings as necessary.
• Be respectful and professional, approaching situations with a willingness to help.
• Have a team-focused attitude, work with others toward common goals, and support a common mission.
• Use good listening skills and ask questions to understand museum policies, procedures, operations, and how various departments interact and collaborate.
• Proactively communicate known issues or conflicts.

Qualifications

Required Qualifications:

• Must have customer service experience.
• Must have experience with computer systems, database systems, and Microsoft Office Suite. 
• Comfortable with public speaking and able to communicate clearly with adults and children.
• Fluent in written/conversational English. Conversational fluency in another language is a plus.
• Strong written communication skills and the ability to correspond professionally with patrons.

Preferred Qualifications:

• Demonstrated ability to learn new systems, procedures, and job knowledge quickly.
• Demonstrated ability to make sound decisions, uphold procedures, identify issues, and implement practical solutions.
• Demonstrated reliability, initiative, and attention to detail in a fast-paced work environment.
• Must maintain a high level of confidentiality regarding the museum’s policies and procedures, employees, events, clients, and all related matters.
• Can handle a loud and stimulating environment with multiple needs demanding attention, including crowds, phone calls, cash handling, and accurate data entry.
• Must have some schedule flexibility with ability to periodically work weekends (both Saturday and Sunday) and/or evenings to support regular museum hours of operation. 

Dress Requirements: Business casual attire with a clean, professional appearance with occasional professional dress required for events and external networking.

Physical Demands: Ability to remain stationary and mobile for extended periods in a front-of-house environment; ability to communicate clearly and assist visitors in busy or stressful situations. Must be able to read, communicate, and comprehend. Must be able to understand and follow verbal and written instructions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: Public-facing museum environment with variable activity levels from quiet to loud/crowded. Work is focused on providing an excellent visitor experience while supporting CMA’s mission and values.