Member Services Coordinator

EMPLOYMENT OPPORTUNITY Town of Lexington We are currently accepting applications for the full-time position of: Tour Services Coordinator Land Use, Housing & Development Department Anticipated Hiring Hourly Rate: $34.56 - $39.44 Excellent benefits package The REQUIRED Town of Lexington application form and cover letter must be received in the Town's Human Resource Department. Application Deadline: August 5, 2026. Please note that priority consideration will be given to applications received on or before August 5th. Summary Under the supervision of the Tourism Manager, the Tour Services Coordinator promotes Lexington's programs and tour offerings to the local, national, and international hospitality community in an effort to increase revenue and visitorship. This community may include, but is not limited to, hotels, tour operators, corporate entities, visitor and convention bureaus, online sites, local businesses, and Lexington residents. The Tour Services Coordinator will achieve this desired result through a series of sales and marketing-related initiatives. Lexington's tourism initiatives currently include Charter Tours, the Liberty Ride Trolley Tours, iREV Mixed Reality Tour, and Battle Green Tours. The Tour Services Coordinator also works with the Tour Guide team in training, scheduling, and script creation for tours. Essential Functions The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. * Promotes Lexington's programs and tour offerings to the local, national, and international hospitality community in an effort to increase revenue and visitorship. This community may include, but is not limited to, hotels, tour operators, corporate entities, visitor and convention bureaus, online sites, local businesses, and Lexington residents. Builds connections with community stakeholders in creating new tour opportunities. * Performs outreach to both current and prospective tour operator clients with an overarching goal to increase tour contracts and profitability. Negotiates attractive rates to encourage tour operators to sign multi-tour or seasonal contracts. * Identifies and contacts decision-makers in various market sectors (corporate, education/schools, veteran's and/or military groups, etc.) who may also wish to book customized charter tours for a company outing, educational trip, etc. * Markets Lexington's tourism offerings to the hospitality/hotel community in Boston and beyond, including but not limited to the Boston Tour Guide Association, Concierge Association, etc. * Attends local, regional, and national tour-related trade shows to showcase Lexington's tour offerings (i.e. the ABA and AAA trade shows, etc.) * Collaborates with the Economic Development Director and Tourism Manager on a variety of marketing efforts designed to increase public awareness of Visitors Center programs, tours, and offerings. These may include, but are not limited to, public speaking, social media, advertising, public relations, partnerships, and special events. * Prepares, updates, and executes contracts; prepares invoices and processes tour payments; schedules tours; performs all administrative tasks related to the scheduling, coordination, fulfillment, and payment of tours. Assists in troubleshooting with vendors and POS/online ticketing software. * Schedules and trains Tour Guide team in procedures, tour operations and script content. * Ensures that historical information presented during tours is accurate, engaging and consistent with organizational standards. * Assists in developing new tours, interpretive materials and visitor experiences. * Stays current on historical research related to the destination. * Promotes inclusive and engaging storytelling for diverse audiences. * Performs other similar or related duties, as required or as situation dictates. Supervision Supervision Scope: Performs varied and responsible functions requiring a specialized and technical working knowledge of departmental operations and the exercise of judgment and initiative, particularly in situations not clearly defined by precedent or established procedures. Supervision Received: Works under the broad and general supervision of the Tourism Manager, following department rules, regulations and policies; duties require the ability to plan and perform operations and independently complete tasks, according to prescribed time schedules. Supervision Given: None Recommended Minimum Qualifications Education, Training and Experience Bachelor's degree in Business, Marketing, or Hospitality or equivalent with one to three years' experience in tourism, visitor services, hospitality, museums or historic sites. Ability to work weekends, holidays and occasional evenings. Special Requirements: Valid Massachusetts Driver's license or the ability to move independently between work locations is required. Knowledge: Knowledge of history, education and cultural tourism. Knowledge of POS software including online ticketing software. Knowledge of English usage, spelling, grammar and punctuation. Knowledge of modern office procedures, methods, and computer/software equipment. Knowledge of social media and marketing techniques. Knowledge of effective customer service techniques. Ability: Ability to operate POS software necessary for performing assigned duties. Ability to communicate clearly and concisely, both orally and in writing and maintain effective working relationships. Ability to take a leadership role when needed or in the absence of the Visitors Center Manager. Ability to handle an environment which involves close contact with coworkers and the public. Ability to operate computer, credit card machine and associated software. Skills: Strong public speaking and presentation skills; Strong customer service and organization skills. Strong written and verbal communication skills. Proficient computer skills with MS Office Suite and applications. Proficient skills with new and existing computer and software applications supporting departmental operations. Job Environment * Work is performed in a seasonal, fast-paced environment which includes a retail space. The majority of work is performed in a moderately noisy work environment. * Operates an automobile, computer, printer, telephone, copier, credit card machine, facsimile machine, and all other standard office equipment. * Makes frequent contact with visitors and customers from all over the country, travel operators, vendors, and local organizations. Contacts are in person, by telephone, and by email and involve an information exchange dialogue. * Has access to confidential information pertaining to employee personnel files and credit card information from customers. * Errors could result in delays in service and could potentially result in monetary and/or legal repercussions. Physical Requirements The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to walk, stand, sit, talk, and hear; operate objects, tools, or controls; pick up paper, files, books, and other common office objects. Ability to view computer screens and work with details for extended periods of time. Ability to reach and bend, to stoop, kneel crouch, or crawl and push/pull or may occasionally lift objects up to 30 pounds. Must be able to communicate. Vision and hearing at or correctable to normal ranges. This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change. Pay Equity/Equal Opportunity/Americans with Disabilities Act Employer APPLICATION PROCESS All applicants are required to complete a town application form [Lexington, MA] Employment Application, Resumes may be attached to the application form as additional information, but cannot serve as a substitute for completing the required application form. The Town reserves the right to modify the application deadline, and/or accept applications after the deadline, to best serve the interest of the community. All applications will be reviewed, and the most highly qualified candidates will be invited to one or more interviews. All applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application. Prior to appointment, the final candidate may be required to pass a CORI check. Individuals who need accommodations in order to participate in this process should contact the Human Resources Department. Questions regarding this hiring process should be addressed to the: Human Resources Department, Town of Lexington Email: , Phone# 1625 Massachusetts Avenue, Lexington, MA 02420