Coordinator, Group Services

JOB TITLE: Coordinator, Group Services 

DEPARTMENT: Group Services 

REPORTS TO: Supervisor, Group Services  

CLASSIFICATION: Full -Time, Non-Exempt

REMOTE WORK ELIGIBILITY: Museum-Based

SCHEDULE: Tuesday-Friday with 1 Rotating Weekend Day based on scheduling need. 

GENERAL SUMMARY 

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 regular weekend and evening hours.
• 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. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon receiving notice, reasonable accommodations may be made, if possible, to enable individuals with disabilities to perform the essential functions.  

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.  

This job description describes the general nature of the duties and requirements of this job. It is not intended to be an exhaustive list or to limit the supervisor’s ability to modify work assignments as appropriate. 

THE DETROIT INSTITUTE OF ARTS IS AN EQUAL OPPORTUNITY EMPLOYER.