Visitor Services Coordinator

Concord Museum; Massachusetts; Hybrid; USD 36,000 - 44,000; Full time

Job summary

A cultural institution in Massachusetts is seeking a Visitor Services Coordinator to enhance visitor experiences and ensure efficient front desk operations. The ideal candidate should have excellent customer service and communication skills, with a background in hospitality or education. Responsibilities include managing group tours, assisting with events, and collaborating with the Visitor Experience team. The position offers a full-time schedule with some evening and weekend work required.

Qualifications

• Must have 6 months to 1 year of related experience or training.
• Must be reliable and comfortable working with the public.
• Familiarity with ticketing and POS systems is a plus.

Responsibilities

• Manage front desk operations and support gallery staff.
• Schedule and oversee group tours and museum events.
• Ensure smooth functioning of visitor services.
• Assist with set-up and breakdown of events.

Skills

Exceptional customer service

Communication skills

Team collaboration

Problem-solving

Education

Bachelor's degree in history, education, or hospitality

Tools

Tessitura

SalesVu

Job description

Job Title: Visitor Services Coordinator

Reports to: Manager of Visitor Experience

FLSA Statues: Non-exempt

Hours: 40 hours/week

Salary: $40,000/year less applicable statutory and voluntary deductions

Date: January 2026

The Concord Museum is seeking an energetic and organized Visitor Services Coordinator to support the Visitor Experience team operations and model best practices of customer service for gallery interpreters and front desk associate part-time staff. The VS Coordinator will ensure daily visitor services operations of the Museum run smoothly by completing tasks such as scheduling and managing group tours, overseeing facility rentals and supporting Museum events, interpreting in the galleries and leading tours as needed, gathering visitor data for Museum and grant reports, and proactively resolving customer service and technology issues at the front desk. The ideal candidate will be great with people, enthusiastic, friendly, a quick problem-solver, able to manage multiple tasks and deadlines, and dedicated to providing quality customer service for all visitors who come to the Museum. This position plays an integral role in upholding the institution’s values for creating a welcoming, accessible, inclusive, and engaging visitor experience.

The VS Coordinator will report to the Manager of Visitor Experience who oversees service delivery and visitor learning in the galleries. The position will be a 40 hour per week hourly non-exempt position normally working on a Tuesday through Saturday schedule. The weekly schedule will shift slightly on an as‑needed basis depending on special programs, events, tours, or rentals. Working occasional evening hours for private rentals and museum events and working occasional holidays/holiday weekends is required.

Front Desk and Shop Responsibilities

• Ensure that all operations at the front desk run smoothly and efficiently, and that Front Desk Associates and gallery staff have the materials (maps, scavenger hunts, rack cards, office supplies) and support they need to successfully serve visitors.
• Assist front desk associates with troubleshooting front desk technology products (card readers, SalesVu and Tessitura system, scanners, phone, etc.) by contacting tech support and following steps for short term solutions and coordinating long‑term solutions as needed.
• Work at the front desk of the museum 1‑2 days per week helping to greet and orient visitors, process admission payments, sell memberships, sell public program tickets, process shop sales, direct inquiries to appropriate staff members, and coordinate gallery staff rotation and lunches.
• Provide front desk and gallery staff support and lunch coverage during weekend hours one day per week; as the senior staff member on site, report any issues that occur during the weekend to senior management staff.
• Assist the Museum Shop Manager with restocking shop products and maintaining the appearance of the shop and notify them if product updates need to be made to the SalesVu POS system.
• Book tour groups and ensure that groups are welcomed upon arrival, and see that tours run smoothly on site.
• Regular tasks will include communicating with group contacts, maintaining the group tour calendar, building out tour bookings in Tessitura, processing payments, sending booking confirmations, and assisting the Manager of Visitor Experience with scheduling staff to lead tours monthly.
• Collaborate with the Education and Marketing team to cultivate new relationships with tour operators and local groups and ensure repeat group visits.
• The VS Coordinator will be tour‑trained to be able to give periodic tours to the public and support gallery staff on tours.
• Oversee the facility rental program at the museum, which requires periodic evening hours.
• Overseeing facility rentals will include understanding client needs, communicating with vendors, collecting payments and rental contracts, building out rental bookings in Tessitura, scheduling rentals in the events calendar, and managing staff the day of the event.
• Ensure gallery interpretive staff are scheduled and prepped for rentals and events at the Museum.
• Assist with set‑up and breakdown of events, greet contractors at the front desk, and keep an eye on the general facility to report any building issues to senior management staff.

Administrative Responsibilities

• Work with the Tessitura ticketing system both in the front and back office to generate monthly and quarterly reports on attendance and admission, update ticketing prices as needed, and update front desk admission and public programs buttons.
• Follow opening and closing procedures of the Museum and the galleries, and object case cleaning procedures on assigned days and additionally as needed.
• Order and stock front desk supplies as needed.
• Respond to visitors’ inquiries in the info email box or forward inquiries to appropriate staff members.

The Visitor Services Coordinator is also a member of the Education Team and will therefore have the opportunity to attend Education and Visitor Experience Team meetings, and support staff tour training and special exhibition training.

Qualifications

• Exceptional customer service and communication skills.
• Six months to one year of related experience or training; preferably in a cultural institution or retail and customer service setting.
• Preferred bachelor’s degree (B.A.) with a focus on history, education, or hospitality.
• Must be reliable and comfortable working with the public and in a team environment.
• Familiarity with Tessitura and SalesVu or a similar ticketing and POS system is a plus. Training can be provided if necessary.

Physical Demands

While performing the duties of this job, the employee must occasionally lift and/or move up to 10 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

How to Apply

Interested candidates should send a cover letter and resume to Savannah Kruguer, Manager of Visitor Experience at [e-mail]. Please include “Visitor Services Coordinator” in the subject line.