The Weitzman National Museum of American Jewish History, located on historic Independence Mall in Philadelphia, brings to life the 350- year history of Jews in America. Tracing the stories of how Jewish immigrants became Jewish Americans, the Museum invites visitors of all heritages to share their own stories and reflect on how their histories and identities shape and are shaped by the American experience. An open door for all, The Weitzman Museum honors the past and contributes to a better future by sharing the power of imagination and ideas, culture and community, leadership and service, in ways that turn inspiration into action.
Reporting to the Chief Public Engagement Officer, the Manager of Group Services is responsible for selling group visits to the Museum, welcoming groups in-house, performing active outreach to prospective clients, plays a critical role in supporting the Museum’s attendance, education, and national footprint goals
ESSENTIAL DUTIES AND RESPONSIBILITIES
The primary responsibility of this position is to manage the group bookings process, from initial inquiry to post-visit follow up as further detailed below.
Bookings and Customer Service
- Provide outstanding customer service and demonstrate comfort and deep familiarity with entire booking process, providing desired level of detail to customer, from answering preliminary questions about pricing to details about tours, the logistics of their visit, and invoicing.
- Respond daily to phone and email inquiries, and electronic form submissions regarding group visits, providing answers and materials as requested in a timely fashion
- Handle customer complaints and resolve issues courteously, involving department Director or other colleagues and senior managers when necessary.
- Work across teams and coordinate with colleagues in Education and/or other Museum areas as needed to ensure services provided meet the expectations and specific needs of each group and that colleagues responsible for the delivery of the group experience are well-informed in advance, and to help meet the collective institutional goals for group and school visitation.
- Cross-trains volunteers, staff, and interns to support Group work such as creating orders, making outreach and follow-up calls, and greeting and orienting groups.
- Warmly and efficiently welcome and orient groups on day-of visit or ensure appropriate substitute
- Manage the opening and closing out of group orders, including invoicing and payment collection, with fastidious care and ensuring the utmost accuracy in a responsible and PCI-compliant manner.
- Pay careful attention to internal calendars and updating meticulously, while keeping other Museum staff apprised of additions and changes
- Ensure senior management team and appropriate colleagues are apprised of visiting groups who may require special attention
Data and Reporting
- Maintain and query group visits database and generate outreach solicitation lists and to report on visitation.
- Rresearch prospective customers.
- Track and cull a variety of group information, and generate reports as requested by the department Director or other teams for needs such as grant reports.
Communications and Outreach
- Communications/outreach -- Collaborates with team Director and other staff on the development of an annual solicitation schedule, reviews all group solicitation
- Drafts talking points and call-scripts for follow up and outreach calls.
- May prepare draft correspondence or special materials such as welcome packages, bulk mailings, booking and promotional forms, and other materials as needed.
- Serve as a Museum expert and ambassador, become expert on NMAJH exhibition and policies, and stay current on Museum programs and happenings.
- Build industry knowledge and relationships: Develop knowledge of/working relationships with hotel, bus, restaurant, transportation, and cultural partners in Philadelphia.
- Represent and promote the Museum to external clients at marketplaces, networking events and other industry meetings nationally
- Several years’ experience in a related role (customer service, call center, sales, etc.) desired, but not required; familiarity with museum environments, and the type of programs offered therein, a bonus.
- Bachelor’s degree strongly preferred, but significantly more relevant experience will be considered.
- Knowledge of Philadelphia and tourism industry ideal. Interest in Museums, cultural institutions, arts, and humanities a plus