Group Bookings Officer

Role Responsibilities

The Group Bookings Officer is the first point of contact for all museum bookings including schools, daycares, summer camps and all learning programs. This role includes the day-to-day supervision of the bookings staff, volunteers and contractors that provide service for group arrivals and bookings. This position is responsible for inputting and managing all booking transactions, collecting revenue, managing cash on site and responding to all booking inquiries in a timely and professional manner. The Group Bookings Officer oversight also includes the management of the ticketing software including database management, record keeping, trouble shooting and training on the bookings module. This position will also oversee volunteer support for the above tasks.

This position is primarily responsible for delivering an exceptional experience for both teachers and students. This begins with pre-visit engagement, continues with on-site orientation, and includes post-visit follow-up. Core responsibilities include (but are not limited to):

Manage and Enforce Booking Procedures:

• Ensure consistent adherence to established booking procedures in alignment with Government of Alberta (GoA) and Royal Alberta Museum (RAM) policies. Apply a thorough understanding of the procedures and tools used by admissions staff for relevant activities
• Process program fees in accordance with protocols set by GoA and the RAM Business Operations team
• Review and interpret all museum policies that affect front-of-house operations
• Compile and deliver statistics, revenue reports, and related information to supervisors and stakeholders on a regular and as-needed basis
• Draft participant communications (e.g., teacher and parent handbooks) that clearly outline program itineraries, rules, drop-off instructions, and other relevant details
• Comply with GoA Protection of Privacy Act (POPA) and Payment Card Industry (PCI) standards in handling customer transactions
• Accurately reconcile all booking and admissions revenue, including pending and deferred transactions
• Report all group bookings revenue with precision and timeliness

Deliver Excellent Customer Service

• Create and manage bookings within the ATMS system, ensuring accuracy in program descriptions, pricing, space allocations, and scheduling for school and public programs (e.g., lectures, camps, workshops)
• Monitor and respond to emails directed to the team inbox in a professional and timely manner
• Maintain a strong understanding of program content to provide informed support to teachers and other participants
• Troubleshoot complex booking issues while balancing policy compliance, capacity limits, and customer service standards

Oversee Front-of-House and Group Arrival Facilities

• Maintain a safe, welcoming, and professional environment in the group arrivals lobby and public entrances
• Conduct daily inspections of the group arrivals desk to ensure cleanliness and organization
• Promptly report appearance and safety concerns to security, facilities, or maintenance staff
• Greet every museum visitor warmly and ensure they feel welcomed and prepared to enjoy their visit
• Conduct a group orientation presentation for to up to 100 children and chaperones at least 3 times per day
• Stay informed about daily events, operational priorities, marketing initiatives, gallery schedules, and other museum offerings
• Prepare supplies and equipment to support school group arrivals, lunch periods, and departures
• Assign rooms, schedule lunches, and coordinate orientation locations for daily and weekly programming
• Walk through gallery spaces to check in with teachers and students, address concerns, and monitor behavior
• Reset all gallery interactives to maintain a clean and organized environment

Supervise Bookings Staff and Volunteers

• Recruit, train, schedule, and supervise staff and volunteers supporting group arrivals
• Communicate updates and actively solicit feedback to improve operational efficiency
• Participate in ongoing meetings related to museum policy, learning team procedures, and program development
• Regularly evaluate and improve booking processes by identifying and recommending enhancements
• Foster a culture of continuous learning and self-development through leadership by example
• Ensure all staff and volunteers receive adequate training and support and are fully informed of GoA Occupational Health & Safety (OH&S) programs and relevant policies

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Position specific competencies include:

• Agility – Works in a changing environment and adjusts behavior to change
• Develop Networks – Looks broadly to engage stakeholders
• Creative Problem Solving – Explores different work methods and what made projects successful

Qualifications

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. For more information, please refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

The following are required:

• High school diploma and 2 years related experience in a shift supervisor role including training, coaching, mentoring

Equivalencies will be considered on the basis of one year of education for one year of experience, or one year of experience for one year of education.

You will possess the following:

• Strong written and verbal communication skills
• Ability to lift 25lbs and spend extended hours walking and standing, speaking loudly
• Commitment to teamwork, continuous improvement, and providing the finest in client satisfaction
• Strong oral and written communication skills; including ability to interact effectively with a range of audiences and communicate complex concepts in user-appropriate language
• Ability to prioritize tasks, to multitask effectively, to perform well under pressure

The following are considered assets:

• Staff management, cost control, and loss prevention would be an asset
• Previous experience with ATMS and/or other ticketing systems 
• Ability to communicate (written and spoken) in French
• Experience coordinating large groups and education programs
• Previous work in a museum or Art Gallery 
• Knowledge of basic accounting skills would be an asset
• Volunteer supervision 
• Availability to work weekends and holidays would be an asset
• Knowledge of office procedures and software including Microsoft 365 Apps would be an asset
• Bilingual in written and spoken French and English is an asset
  
  

Notes

This competition will be used to fill two Group Bookings Officer positions. 
Position 1 is anticipated to be full-time work hours of 36.25 hours/week, with a Monday to Friday work schedule, which may include holidays.
Position 2 is anticipated to be part-time work hours of 21.75 hours/week, with a Wednesday to Friday work schedule, which may include holidays. 

Your cover letter and resume will be used as a screening tool to assess your written communication. An additional written assignment may be used as part of the screening process.

Final candidates will be required to undergo a security screening (including Vulnerable Sector Check). Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. 

Links and information on what the GOA has to offer to prospective employees:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
• Public Service Pension Plan (PSPP) - https://www.pspp.ca
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits
• Professional Learning and Development - https://www.alberta.ca/professional-development-support-directive
• Research Alberta Public Service Careers Tool - https://researchapscareers.alberta.ca
• Positive Workplace Culture and Work-life Balance
• Leadership and Mentorship Programs