Address
Form of work
SalaryCoordinator of Museum Relations– We offer a competitive benefits package!
The Company: GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA. GIA in Carlsbad boasts a 17-acre ocean view campus that accommodates approximately 800 of its 3,400 total employees worldwide. It offers many competitive health and commuter benefits that promote the well-being of its employees as well as that of the environment.
The Location: This position is located in Carlsbad, California at our corporate headquarters reporting fully on-site due to the nature of the job.
What to expect:
- We offer competitive medical, dental, vision and matching 401-K plans
- Paid vacation, sick and holidays, tuition assistance, commuter benefits
The Environment:
- On-site café - affordable custom breakfast and lunch meals and Starbucks drinks!
- Economic friendly services - electric vehicle charging stations on-site
- Ergonomic assessments offered on-site and virtually
Job Overview:
The position of Coordinator of Museum Relations manages the visitor experience for GIA Headquarters in Carlsbad, CA ensuring a continued delivery of GIA’s mission to the public. This position requires a highly organized and customer-oriented individual to lead the department responsible for managing GIA's outreach activities at the headquarters in Carlsbad, California. The role involves coordinating and conducting engaging tours for both general visitors and VIP executive/industry guests, as well as fostering strong relationships with the local community. This is a front-facing position that demands excellent communication and interpersonal skills.
The Coordinator of Museum Relations will build an infrastructure around sign up, intake, scheduling, and execution of public and VIP executive/industry guest tours. In addition, this role will serve as a liaison with complimentary departments provide fun, engaging, educational tours of the Museum exhibits for the public. On occasion, they will also coordinate with selected departments and conduct VIP tours of non-public areas, and help with special events.
Tours and tour guests include the general public, special interest groups, school groups of all ages, boy and girl scouts, graduation family tours, new employee and new student orientation tours, and VIP executive tours.
Responsibilities:
- Ensure a pool of experienced ambassadors from various parts of GIA can provide the full range of tours that exceed our customer (Visitor) expectations
- Build and coordinate a Community Engagement team (or network) that will lead and support tours and special events.
- Mentor, coach and provide feedback to develop other ambassadors responsible for delivering tours
- Communicate with the museum team for exhibit information, updates, changes, future dates, etc.
- Hire and train (as needed)
- Establish and maintain the infrastructure to support a positive visitor experience
- Establish SOP’s to ensure a consistent visitor experience
- Develop GIA use of Salesforce capabilities to ensure that GIA has current and accurate visitor information regarding reservations, tour feedback, and outreach efforts
- Deliver a customer service survey (e.g., via Salesforce and Marketo) and utilize the results to enhance the visitor experience
- Maintain tour handbook with new exhibit images, facts & information
- Main point of contact for guest inquiries, or route to the appropriate department or the Library.
- Work closely with security and the reception desk to enter all guests through the security system and provide a smooth guest experience
- Ensure GIA offers a full range of tours (of varying sizes), providing excellent service to visitors
- Be an ambassador of GIA and the gem and jewelry industry.
- Conduct research on gemological topics in the GIA library to further enhance tours and guest questions.
- Deal skillfully and sensitively with a variety of visitors under a variety of circumstances
- Conduct occasional behind-the-scenes tours of Museum exhibits and facilities for VIPs, special visiting groups, etc.
- Coordinate with the appropriate departments to assist with special event programs (where appropriate.
- Help with routine maintenance of exhibit areas (wipe down fingerprints on glass, report light outages, tipped over signage inside case)
- Other duties as assigned
Technical Competencies (Knowledge, Skills & Abilities):
- Excellent public speaking and presentation skills in front of large crowds, classes or on camera
- Adaptable customer service skills to meet visitor expectations
- Ability to make sound judgment in unfamiliar situations and under pressure.
- Strong organizational skills and the ability to multi-task.
- Speaks loudly, clearly and with a projecting voice.
- Knowledge of gemology, earth sciences, and able to research topics.
- Comfortable with technology (iPad, headsets, etc.).
- Solid knowledge of MS Office (Excel, Word, PowerPoint).
- Knowledge of Salesforce and Marketo.
- Excellent grammar, spelling and punctuation skills.
- Language skills: the ability to read, comprehend and follow standard procedures or instruction (proficiency in reading, writing, and speaking English required
- Ability to take initiative and work independently with minimal supervision in a structured environment
- Ability to conduct themselves in a professional demeanor at all times.
- Communication Skills: Ability to communicate complex info in a simplified and clear manner; can communicate effectively with others, able to develop and modify communication strategies to deliver difficult or complex information. Actively listens and encourages the open expression of diverse ideas. Contributes to effective communication and sharing of information both in and out of the department. Able to effectively present technical information to audiences inside and outside of the department.
- Interpersonal Skills: ability to create positive interactions with colleagues and a team; actively communicate with others, including management in a timely and professional manner; maintain a collaborative working relationship with others and peers to improve the team performance. Ability to deal effectively with a variety of personalities to establish and maintain effective working relationships both inside and outside of the department.
- Personal accountability: continually improves performance; takes personal accountability or decisions, actions and outcomes. Follows through on commitments and makes sure others do the same
EDUCATION AND EXPERIENCE
- Bachelor’s degree in Science, Arts or related field or equivalent experience.
- 2+ years related experience and/or training such as a similar role in a museum, art gallery, public venue or teaching/instruction or equivalent combination of education and experience.
- Graduate Gemologist Diploma preferred.
- Completion of GIA’s AJP required upon hire.
Physical Requirements / Work Environment
Work is performed in various areas throughout GIA, designated professional office workstations and in on-site classrooms
- Understands that there is a lot of repetition in delivering tours
- Able to be on your feet hours at a time
- Business attire is a must
- Ability and willingness to work flexible hours including early mornings and evenings as needed.
- Ability to deal effectively with a variety of personalities to establish and maintain effective working relationships
- Extensive use of office equipment including computer, calculator, copier, scanner, and other business-related machines and software.
Why Should You Apply?
- Great benefits!
- Reasonable hours that provide work-life balance!
- Professional and educational development opportunities!
Hourly Range: $29-39/hour.
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
