Visitor Services Coordinator

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.

• 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, Sales Vu 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 Sales Vu 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…