Tour and Visitor Experience Coordinator (Program Coordinator)

State of Washington; Olympia (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

The Department of Enterprise Services is seeking a Tour and Visitor Experience Coordinator to welcome the public, deliver virtual and in-person tours, and ensure a high-quality visitor experience at the DES facility.

You will staff the Visitor Services window, manage the Lost and Found, handle inquiries, and collaborate with security and facilities to maintain safety and efficiency in daily operations.

Qualifications

• Two years of progressive experience in community, youth and public engagement.
• Knowledge of civics, the legislative process and/or Washington State history.
• Customer service experience.
• Leading tours or presenting information to an audience.
• Education in Public Administration, Social Sciences, Communications or related field may be considered for experience.

Responsibilities

• Provide welcoming, professional, and responsive customer service at the Visitor Services window.
• Deliver virtual civic tours and conduct in-person civic education or public tours to cover gaps.
• Resolve unexpected visitor or tour situations with independent judgment and escalate issues as needed.
• Assist with logistics, scheduling, and bookings for tours and events.
• Manage shared tour inbox and phone line, handle inquiries and reservations.
• Develop and maintain visitor-facing technology and resources.
• Oversee the Lost and Found lifecycle in line with RCW 63.21 and internal policies.
• Support Visitor Services by ordering supplies and backing up Events Coordinator.
• Enforce DES rules, explain policies, and escalate safety concerns appropriately.
• Collaborate with Capitol Security and facilities teams to address building issues.
• Perform other duties as needed.

Skills

Public engagement

Customer service

Tour leading

Civics knowledge

Job description

Tour and Visitor Experience Coordinator (Program Coordinator)

Monday - Friday | 8AM - 5PM | ON-SITE
*Schedule includes partial weekend coverage and occasional holidays

NOTE: A rapid recruitment process is expected to fill this position prior to Legislative Session. Candidates should be prepared to have interviews scheduled as early as the week following the posting period and a start date to quickly follow for the selected candidate. The hiring authority reserves the right to offer the position at any time after the required posting period, and during the recruitment process. It is to the applicant's advantage to apply as early as possible. We invite you to check out our DES Jobs Page for similar roles that may interest you like our Civic Education Supervisor, Visitor Services Manager, and Visitor Services Program Assistant positions.

Who We Are:

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

About the Opportunity:

As a Tour and Visitor Experience Coordinator, you will play a key role in welcoming and engaging the public by delivering dynamic virtual tours and stepping in to conduct in-person civic tours when needed. You will staff the visitor services window, manage the lost and found program, and partner with the Visitor Experience Supervisor to ensure seamless daily operations. Additionally, you will serve as a vital point of contact for the building, promptly handling public inquiries, evaluating customer feedback, and escalating security or facility issues in a timely manner to maintain a safe, high-quality experience for all visitors.

Some of What You’ll Enjoy Doing Includes:

• Provide welcoming, professional, and responsive customer service to visitors, legislators, state employees, and members of the public as the primary staff resource at the Visitor Services window.
• Deliver virtual civic tours as available and conduct in-person civic education tours or public tours to cover coverage gaps or absences.
• Exercise independent judgment to resolve unexpected visitor or tour situations, while identifying, reporting, and escalating recurring concerns or security issues.
• Assist with logistics, staging, coordination, scheduling, and customer support for public, civic, and VIP tours. Assists with routine tour content review and research.
• Manage the shared tour inbox and phone line by answering routine inquiries, referring customers, and assisting with reservation system bookings and maintenance.
• Proactively anticipate visitor and event needs, while maintaining and helping develop technology and resources used by visitors.
• Oversee the complete lifecycle of the Lost and Found program (intake, storage, reunification, and disposition) in compliance with state regulations (RCW 63.21) and internal policies.
• Supports Visitor Services program by ordering shared office supplies, backing up the Events Coordinator and assisting with building operations as needed.
• Acts as a DES representative for enforcing DES rules and policies, explains rules to event attendees, employees and visitors, resolving conflicts or escalating safety and rule violations to security and supervisors as needed.
• Collaborate with Capitol Security, DES Buildings & Grounds, and key stakeholders to manage public spaces and address building issues.
• Other duties as needed.

Required Qualifications

• Two (2) years of progressive experience in any combination of the following options:
  • Community, youth and public engagement.
  • Knowledge of civics, the legislative process and/or Washington State history.
  • Customer Service.
  • Leading tours or presenting information to an audience.
• NOTE: Education in Public Administration, Social Sciences, Communications or related field may be considered for experience, on a year-for-year basis.

Diversity Equity and Inclusion (DEI) Competencies

Incumbents to this position must possess and demonstrate the following competencies:

• Take action to learn and grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.

Preferred Qualifications

• Proficient in the Microsoft Office Suite.

Background Check Notice:

Prior to any new appointment into The Department of Enterprise Services, a background check including criminal record history will be conducted as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Union Inclusion:

This position is in a bargaining unit and falls under the Collective Bargaining Agreement between the state of Washington and the Washington Federation of State Employees.

Opportunity for All:

The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

Contact Information:

For questions about this recruitment or to request a reasonable accommodation in the application process, contact George Deguzman via email at [e-mail]. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

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