Guest Services Coordinator

Role Summary 

The Guest Services Coordinator plays a vital role in delivering an exceptional guest experience by serving as a key point of contact for both in-bound group sales inquiries and individual guest correspondence interactions. This front-facing position handles inbound inquiries via phone and email, completing end-to-end booking processes and providing timely, professional assistance across all communication channels. The coordinator is responsible for processing reservations and payments, managing guest correspondence, and maintaining a strong working knowledge of museum offerings. 

With a focus on hospitality, problem-solving, and upselling, this role also contributes to department-wide goals by collaborating with sales and operations teams and supporting the organization’s reputation through thoughtful engagement on online review platforms. 

Essential Functions 

Groups Ticket Fulfillment 

• Serve as a primary point of contact for inbound group inquiries through phone, email, and in-person interactions. 

• Complete the full booking process including reservation management, invoicing, payment collection, and ticket distribution. 

• Upsell value-added experiences and museum offerings to enhance group visits. 

• Greet guests and assist with ticketing needs, providing clear and accurate information about pricing, events, closures, and museum policies. 

• Operate the POS system to process transactions and issue valid tickets. 

• Maintain accurate knowledge of museum group sales products to confidently communicate with guests and support wayfinding or problem-solving as needed. 

• Respond to calls, emails, and sales leads in a timely and professional manner. 

• Work collaboratively with sales managers and account executives to support overall department goals. 

• Work with education team to fulfill required paperwork for school groups and government agencies. 

• Attend meetings and regularly check in with the education and sales team in partnership with Arrivals Operations Manager. 

• Utilize appropriate platforms (Accesso, Cybersource, Salesforce) to complete tasks. 

• Perform other duties as assigned by management? 

Guest Correspondence 

• Serve as the primary point of contact for all incoming guest communications, including calls, emails, and online reviews. 

• Monitor inboxes for guest questions. Forwarding escalations to the appropriate departments and teams. 

• Respond promptly and professionally to guest inquiries, concerns, and feedback in alignment with the organization’s tone and standards. 

• Track and log all guest interactions in the appropriate methods for follow-up, escalation, and trend analysis. 

• Collaborate with internal departments (e.g., operations, sales, marketing) to resolve guest issues and ensure consistent service delivery. 

• Utilize response templates and FAQs to ensure efficient and consistent guest communication. 

• Maintain accurate records of guest correspondence and resolution timelines. 

• Support team training efforts by sharing best practices and notable trends from guest correspondence. 

• Maintain accurate knowledge of museum offerings to confidently communicate with guests and support wayfinding or problem-solving as needed. 

• Check in groups and ensure tickets are ready for guest arrival. 

Skills & Qualifications 

To perform this job successfully, the successful candidate must be able to perform each essential duty below at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• High School Diploma 

• 1 years’ experience in an inside sales or guest services preferred 

• Experience in sales with the Hospitality, Attractions, Amusement, or Tourism industry preferred 

• Strong communication and interpersonal skills — diplomatic, tactful, customer-focused with professional phone manners and ability to interact with a variety of clients 

• Positive, coachable, and hardworking 

• Entrepreneurial spirit, energetic and outgoing personality with a proactive approach to work 

• Desire to grow a fruitful career in attractions or tourism 

THE NATIONAL MEDAL OF HONOR MUSEUM FOUNDATION 

The National Medal of Honor Museum Foundation, based in Arlington, Texas, is dedicated to preserving and honoring the stories and legacy of Medal of Honor recipients. Through a state-of-the-art museum spanning over 100,000 square feet, the Foundation aims to inspire visitors by showcasing the extraordinary courage, sacrifice, and patriotism of ordinary individuals who performed heroic acts above and beyond the call of duty. In addition to the museum, the Foundation is home to the National Medal of Honor Griffin Institute, which promotes character development rooted in the Medal’s core values: Courage, Sacrifice, Commitment, Integrity, Citizenship, and Patriotism. 

The National Medal of Honor Museum Foundation is an Equal Opportunity Employer. The Foundation’s leadership is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and access to facilities and programs. 

?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. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands to finger, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, sit, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus. Events may often include variable noise levels. 

NOTE: 

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.