Group Tours Manager

Position Summary
The Group Tours Manager reports to the Associate Director of Docents and Tours and works in close partnership with the Visitor and Volunteer Services department to ensure the delivery of high-quality educational experiences for a wide variety of visiting groups, including school, adult, senior, corporate, and private tour groups. This role is responsible for managing all aspects of group tour scheduling and coordinating the logistical details of each onsite visit. Key responsibilities include frequent communication with volunteer docents, supporting the Associate Director in the maintenance and enhancement of docent and tour programs, and ensuring a seamless and welcoming experience for all group visitors. The ideal candidate will possess exceptional attention to detail, strong interpersonal and relationship-building skills, and the flexibility to thrive in a dynamic team environment.

Work Schedule
Monday-Friday, with occasional evenings and weekend half-day shifts as needed.

Principal Duties and Responsibilities

Administrative:

  • Facilitate all tour communication with group contacts and docents in a timely and professional manner.
  • Manage and process all internal and external tour requests, ensuring accurate scheduling, clear communication with requestors and relevant departments, and coordination with overall tour operations and availability.
  • Enter and update tour details and information into Altru and VolunteerHub.
  • Communicate group tour information and needs to other staff, as needed, and in the form of interdepartmental meetings.
  • Discuss feedback on tours, tour process, and docent performance with the Associate Director and address as advised.
  • Coordinate accommodations requested with tours, including lunch arrangements, speaking engagements, and meeting spaces.
  • Complete post-visit paperwork and correspondence, including Title I transportation grants and surveys.
  • Create monthly tour lists and other documents to share with the Associate Director to mutually communicate updates on reservation details and docent assignments.
  • Oversee and maintain the condition of tour equipment and supplies.
  • Participate in and record the minutes of monthly docent leadership meetings, creating monthly bulletins to share meeting outcomes.
  • Plan and lead trainings, roundtables, and meetings for the docent community.
  • Review and amend tour process policy each summer season, and as needed.
  • Support cross-departmental initiatives with data collection.

Operational:

  • Meet with docents before tours to review group details and logistics.
  • Greet tour contacts and chaperones upon arrival to confirm reservation information, review tour guidelines with the group, and instruct drivers on parking options.
  • Lead tour arrival procedure, delegating responsibilities to V&V staff, interns, and volunteers.
  • Present orientations to large groups and various public speaking tasks.
  • Address questions and issues arising from tour group participants and docents during tours.
  • Attend monthly All Staff meetings as well as regular interdepartmental meetings.
  • Attend mandatory annual events.
  • Participate in Continuing Education and social events for docent programs when possible.
  • Able to effectively manage multiple priorities in a fast-paced environment
  • Able to balance time-sensitive tasks with immediate responsibilities and long-term projects
  • Highly capable of building positive working relationships with staff and volunteer docents
  • Able to communicate appropriately and effectively with diverse communities and varied age groups
  • Must be detail-oriented and have excellent organizational skills
  • Able to remain calm and maintain a positive demeanor in a variety of circumstances.
  • Solid computer skills; knowledge of Altru or similar ticketing POS system is highly desirable
  • Bilingual skills are a plus

Qualifications and Experience

  • High school diploma: Bachelor’s degree preferred.
  • 1-2 years of experience in an administrative support position.
  • Related museum experience is a plus.

Physical Requirements

  • Few physical demands. Requires some lifting, moving, or carrying of supplies and equipment.
  • Sitting for extended periods.
  • Climbing bus steps, directing movement of staff and group tours from the museum lobby, moving through gallery spaces regularly.

Reports To:
Associate Director of Docents and Tours

To apply, please send resume and cover letter to jobs@hmh.org with “Group Tours Manager” as the subject line.