Group Scheduling Coordinator - Grand Rapids Public Museum

Posted on 10/28/24  

FLSA Status: Hourly, Non-exempt

Hours: Full-time - 40 hours per week, split shift, nights, weekends, and holidays (as required)

RECOMMENDED SALARY: $21.00/hr

Open until filled

The Grand Rapids Public Museum is the oldest and second-largest museum in Michigan. We are a place of never-ending learning and discovery, with programs and exhibits focusing on history, science, and culture. The employee culture of the GRPM is one of teamwork, excitement, and learning. As an integral part of the West Michigan community, the Museum is open daily to visitors and hosts after-hours public events, programs, private events, and weddings. The entire GRPM team works to create positive visitor experiences through engaging exhibits and programs, and a safe, clean, welcoming space.

SUMMARY: The Group Scheduling Coordinator provides professional administrative support with a specific focus on coordinating the details, logistics, and experience of group guests (school, home school, adult groups, etc). This role will be a liaison and service ambassador across multiple departments to ensure seamless administrative processes and exceptional customer service within the assigned focus areas. This position reports to the Director of Education.

RESPONSIBILITIES AND DUTIES including, but not limited to:

• Receive and respond to electronic and telephone group scheduling requests. This includes communicating information about all of the educational offerings at the Museum and aligning programs with visitor objectives/curriculum.
• Keep informed of Museum events and updates in all departments to keep customers accurate and informed.
• Internal coordination and communication of space use and service options as well as coordinating staffing and volunteer needs as related to group programming and event/rental space use.
• Facilitate handling and inventorying of artifacts and specimens (Discovery Kits) that are loaned offsite to teachers. 
• Actively listen and partner with group guests to align visit goals with best-fit museum programming and maximize potential revenue, including upselling as appropriate.
• Effectively explain group payment policies and pricing structure.
• Confirm reservations in writing by emailing invoices, itineraries, teacher resource materials, and other information necessary for a successful visit in a timely manner.
• Work with staff in multiple departments to ensure that group visits are organized, safe, educational, and enjoyable.
• Use digital assets including Google Workspace, Ticketure, Airtable, and other applicable software to efficiently create and schedule group visits.
• Proactively address any group visit issues or concerns and follow up as needed to ensure timely resolution.
• Coordinate with the accounting department as related to group payments and invoices.
• Provide weekly updates on scheduled group programs and may facilitate group scheduling meetings.
• Prepare statistics & reports as assigned.
• Consistent refinement and improvement of group scheduling processes.
• Other duties as required and assigned.

WORKSKILLS:

• Experience with the management of multiple projects and assignments concurrently.
• Ability to research, collect, and analyze data regarding various activities and programs.
• Strong people skills; work and communicate diplomatically and courteously with staff, other team members, volunteers, guests, departments, and key stakeholders to meet common objectives and desired outcomes.
• Ability to step in as needed to provide onsite support for group scheduling needs, which may include filling in as necessary for group greeting, assisting with the set-up of rooms/theater spaces, etc...
• Must be organized, dependable, punctual, and possess a strong work ethic.
• Must have strong interpersonal and conflict-resolution skills.
• Maintain a professional appearance and demeanor.
• Must be proficient with various computer technology programs/systems.
• Familiarity with Google Workspace and Zoom.

EXPERIENCE:

• Minimum of five (5) years of administrative experience required.
• Requirement of high proficiency in computer applications including, Google Workspace, Microsoft Word, Excel & calendar management software.
• Knowledge of Airtable and Ticketure systems (desired).
• Knowledge of basic accounting and billing functions.

QUALIFICATIONS:

• Ability to demonstrate critical thinking, problem-solving, good judgment, and decision-making skills.
• Proficient in managing time, work assignments, processes, and resources to produce desired outcomes.
• Ability to oversee other staff’s attention to detail and ensure requirements and compliance requirements are met.
• Ability to correct or adjust to challenges or inefficiencies in a timely manner for best results.
• Demonstrate strong written and organizational skills with attention to detail.
• Proven ability to function effectively in a team environment, as well as work independently.
• Ability to work tactfully, and effectively and follow both oral and written instructions with both internal and external audiences.
• Ability to be flexible, maintain a positive attitude, and lead by example.
• Ability to operate with confidential sensitive information.

EDUCATION:

• Associate degree or two (2) years course work equivalency required. Desired educational background in business.
• Minimum of two (2) years of experience with data processing and scheduling software.

PHYSICAL DEMANDS:

• Must be able to move, bend, stoop, reach, and lift up to 50 pounds.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

WORK ENVIRONMENT:

• Professional business setting with friendly interaction.