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Docent and Tour Manager

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Published 15 days ago

The Department of Visitor Experience and Engagement (VEE) is responsible for the design of a high-quality visitor experience and supporting the delivery of that experience. VEE ensures that the Cathedral has a coordinated and consistent experience to welcome and engage visitors, especially connecting with the Cathedral building. The delivery of experiences includes guided tours, self-guided experiences, in-person and virtual programs, exhibits, installations, and LEGO Cathedral.

 

Job Summary: 

The Docent and Tour Manager is an active part of the Cathedral’s transition and growth of the touring experience during and after the COVID-19 pandemic. The Docent and Tour Manager oversees and manages aspects of the Cathedral’s touring and interpretation to ensure a positive visitor experience both onsite and on-line. They directly manage 100 volunteer docents and seasonal part-time tour guides, including recruitment, orientation, training, scheduling, communication, recognition, and assessment. Works inter- and cross-departmentally and with community partners to meet departmental and Cathedral-wide goals.

 

Duties and Responsibilities:

 

Docent Management

·      Recruits, trains, supervises, supports, and assesses volunteer docents and seasonal part-time paid tour guides.

·      Maintains a strong community and builds positive relationships with docents to ensure high morale and performance.

·      Manages the appropriate volunteer and seasonal part-time staffing schedules to ensure sufficient coverage to meet the demand of the Cathedral’s touring visitation.

·      Engages in proactive communication and supervision via regular email, volunteer portal, daily rounds, and other means.

·      Coordinates policies, procedures, and training materials related to docents, tours, and the visitor experience.

·      Ensures docents and seasonal tour guides are sufficiently trained and assessed so they can provide quality tours and visitor interactions.

·      Designs, implements, and evaluates twice yearly docent training sessions and enrichment opportunities. Manages training content material and resources.

·      Leads regular meetings with Docent-Staff Committee and part-time seasonal tour guides to ensure communications, procedures, and schedules are aligned with department goals.

·      Maintains proficiency in Digital Cheetah, the Cathedral’s volunteer management and scheduling software. Trains docents and seasonal tour guides on use of Digital Cheetah (Cathedral Volunteer Portal).

·      Seeks different strategies, methods, and technologies for communication, training, and enrichment.

·      Regularly evaluates and supports docent learning and performance.

·      Organizes and maintains docent records.

·      Creates opportunities to show appreciation for docents and supports annual Cathedral-wide volunteer appreciation event. Sustain relationships with retired docents through emeritus program.

 

Tour Management

·      Manages certification process, annual training, and regular communication with the Guild of Professional Tour Guides of Washington, DC. Maintains a positive relationship and regular engagement for this mutually beneficial partnership.

·      Works with Visitor Experience and Engagement Coordinator (VEEC) and Guest and Events Management Services (GEMS) to develop and implement the in-person visitor experience through daily oversight of internal operations and management.

·      Works with GEMS and VEEC to ensure smooth conduct of the day, and that guided tours and interactions with visitors are conducted professionally and efficiently.

·      Partners with VEE and GEMS team members to plan, develop, implement, and evaluate visitor in-person experience and support materials to ensure alignment with the Cathedral’s strategic goals.

·      Oversees in-person touring opportunities for the public, adjusting plans based on worship and other activities.

·      Conducts tours regularly to the public, staff, volunteers, donors, and special guests.

·      Mediates tensions that may arise among docents, visitors, or staff.

·      Partners with VEE’s Director of Creative Engagement and Communications to engage different methods and technologies for onsite and on-line touring opportunities, including providing necessary training for docent involvement.  

·      Works with All Hallows Guild and Tea and Tour Coordinator to ensure quality tour experience for Tea and Tour program.

 

 

Organizational Relationships

·      Serves on Cathedral-wide Volunteer Management Team, representing docents and provides support for institution-wide volunteer goals.

·      Works with VEE, GEMS, and Communications to develop effective and informative strategies to communicate information to visitors, including visitor signage and website content.

·      Actively supports VEE and other pertinent staff on brochures, interpretive and informational materials, virtual programs and guided tours, LEGO Cathedral, public programs, exhibits, and other opportunities that support the Cathedral’s strategic goals.

·      Partners with the Volunteer Manager and GEMS for institution-wide volunteer and staff trainings on hospitality skills, Cathedral history, etc.

·      Serves as liaison between VEE and various departments, advocating for VEE needs while working collaboratively to balance institution-wide priorities.

·      Coordinates docent research support for Iconography Review Team.         

·      Supports and engages in department and institution-wide efforts to support and promote access and equity.

·      Represents the Cathedral professionally with volunteer management, museum, and other relevant groups.

·      Supports other Visitor Experience and Engagement objectives as assigned.

 

Minimum Qualifications (education, certification, experience):

·      College degree and/or certification in museum education, volunteer leadership, or related field.

·      Demonstrated volunteer management experience, including recruitment and training.

·      Experience in communications including interpersonal, written, handling difficult conversations, training/sharing information, and presentations. 

·      Ability to develop a comprehensive knowledge of the Cathedral’s art, architecture, history, and mission and sharing that knowledge through tours, training, and presentations.

·      Protestant Episcopal Cathedral Foundation requires all employees to be fully vaccinated against COVID-19, including any boosters recommended and available to the general public, in the absence of eligibility for medical or religious exemptions.

 

Knowledge, Skills, Abilities (ex: best practices, teambuilding, detail oriented, physical demands, work environment):

·      Demonstrated time-management skills, including multi-tasking and ability to meet deadlines.

·      Ability to train and supervise volunteers and staff while creating a welcoming and informative environment.

·      Collaborative team player; possesses a positive attitude and is self-motivated.

·      Regularly communicate effectively in English. Includes ability to exercise judgment and discretion when working with volunteers, staff, and the public.

·      Agility and ability to work well under pressure and with a variety of personalities.

·      Must be able to work a flexible schedule requiring some weekends, evenings, and holidays.

·      Proficient computer skills with knowledge of word processing, spreadsheets, email, calendar, document distributions, and network software. Familiarity with Microsoft Office Suite, Digital Cheetah, and/or Theatre Manager a plus.

·      Comfort working with a diverse range of people, specifically in a religious setting with people of diverse faiths and backgrounds; familiarity with Christian faith traditions, beliefs, and terminology preferred.

·      Experience in a museum or institution with high volume visitor traffic a plus.

·      Performing the duties of this job, the employee is frequently required to conduct guided tours to groups; follow and give oral and written instructions; and stand, walk, and sit for extended periods of time. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this job. 

 

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported. To apply, send a cover letter and resume, and please note job code C21-19, to jobs@cathedral.org; or mail to Washington National Cathedral, Human Resources Dept., 3101 Wisconsin Ave. NW, Washington, DC 20016-5098.

The Department of Visitor Experience and Engagement (VEE) is responsible for the design of a high-quality visitor experience and supporting the delivery of that experience. VEE ensures that the Cathedral has a coordinated and consistent…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    November 12, 2021
  • Education
    4-Year Degree Required
  • Professional Level
    Professional

Compensation

USD 55,000 - USD 65,000

Level of Language Proficiency

English

English

Location

Temporarily Remote
Work must be performed in or near Washington, DC
Associated Location
Washington, DC, USA

How to Apply

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported. To apply, send a cover letter and resume, and please note job code C21-19, to jobs@cathedral.org; or mail to Washington National Cathedral, Human Resources Dept., 3101 Wisconsin Ave. NW, Washington, DC 20016-5098.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is…

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