Tour Services Coordinator; PDF

Town of Lexington is accepting applications for the full‑time position of Tour Services Coordinator within the Land Use, Housing & Development Department.

Under the supervision of the Tourism Manager, the Coordinator promotes Lexington's programs and tour offerings to local, national, and international hospitality communities to increase revenue and visitorship. Lexington's tourism initiatives include Charter Tours, the Liberty Ride Trolley Tours, iREV Mixed Reality Tour, and Battle Green Tours. The Coordinator will also collaborate with the Tour Guide team on training, scheduling, and script creation.

• Promotes Lexington's programs and tour offerings to the local, national, and international hospitality community to increase revenue and visitorship.
• Builds connections with community stakeholders in creating new tour opportunities.
• Performs outreach to current and prospective tour operator clients to increase tour contracts and profitability; negotiates attractive rates to encourage multi‑tour or seasonal contracts.
• Identifies and contacts decision‑makers in various market sectors (corporate, education/schools, veteran's and/or military groups, etc.) who may book customized charter tours.
• Markets Lexington's tourism offerings to the hospitality/hotel community in Boston and beyond, including the Boston Tour Guide Association, Concierge Association, etc.
• Attends local, regional, and national tour‑related trade shows to showcase Lexington's tour offerings.
• Collaborates with the Economic Development Director and Tourism Manager on marketing efforts designed to increase public awareness of Visitors Center programs, tours, and offerings; these may include public speaking, social media, advertising, public relations, partnerships, and special events.
• Prepares, updates, and executes contracts; prepares invoices and processes tour payments; schedules tours; performs administrative tasks related to scheduling, coordination, fulfillment, and payment of tours; assists in troubleshooting with vendors and POS/online ticketing software.
• Schedules and trains Tour Guide team in procedures, tour operations, and script content.
• Ensures that historical information presented during tours is accurate, engaging, and consistent with organizational standards.
• Assists in developing new tours, interpretive materials, and visitor experiences.
• Stays current on historical research related to the destination.
• Promotes inclusive and engaging storytelling for diverse audiences.
• Performs other similar or related duties as required or as situation dictates.

• Scope:
  Performs varied and responsible functions requiring specialized knowledge and judgment in situations not clearly defined by precedent.
• Received:
  Works under the broad and general supervision of the Tourism Manager, following department rules, regulations and policies.
• Given:
  None.

• Education, Training and Experience
  • Bachelor's degree in Business, Marketing, Hospitality or equivalent.
  • One to three years of experience in tourism, visitor services, hospitality, museums or historic sites.
  • Ability to work weekends, holidays and occasional evenings.
• Special Requirements
  • Valid Massachusetts Driver's license or independent mobility between work locations.
• Knowledge
  • History, education and cultural tourism.
  • POS software including online ticketing software.
  • English usage, spelling, grammar and punctuation.
  • Modern office procedures, methods, and computer/software equipment.
  • Social media and marketing techniques.
  • Effective customer service techniques.
• Ability
  • Operate POS software necessary for duties.
  • Communicate clearly and concisely, orally and in writing.
  • Maintain effective working relationships.
  • Lead when needed or in absence of Visitors Center Manager.
  • Operate computer, credit card machine and associated software.
  • Handle environment involving close contact with coworkers and the public.
• Skills
  • Strong public speaking and presentation skills.
  • Strong customer service and organization skills.
  • Strong written and verbal communication skills.
  • Proficient computer skills with MS Office Suite and applications.
  • Proficiency with new and existing computer and…