Tour and Visitor Experience Coordinator (Program Coordinator)

Description

Tour and Visitor Experience Coordinator (Program Coordinator) Monday - Friday | 8AM - 5PM | ON-SITE *Schedule includes partial weekend coverage and occasional holidays

NOTE:A rapid recruitment process is expected to fill this position prior to Legislative Session. Candidates should be prepared to have interviews scheduled as early as the week following the posting period and a start date to quickly follow for the selected candidate. The hiring authority reserves the right to offer the position at any time after the required posting period, and during the recruitment process. It is to the applicant's advantage to apply as early as possible. We invite you to check out our DES Jobs Page for similar roles that may interest you like our Civic Education Supervisor, Visitor Services Manager, and Visitor Services Program Assistant positions.

Who We Are: The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

About the Opportunity:

As a Tour and Visitor Experience Coordinator, you will play a key role in welcoming and engaging the public by delivering dynamic virtual tours and stepping in to conduct in-person civic tours when needed. You will staff the visitor services window, manage the lost and found program, and partner with the Visitor Experience Supervisor to ensure seamless daily operations. Additionally, you will serve as a vital point of contact for the building, promptly handling public inquiries, evaluating customer feedback, and escalating security or facility issues in a timely manner to maintain a safe, high-quality experience for all visitors.

Duties

Some of What You’ll Enjoy Doing Includes:

• Provide welcoming, professional, and responsive customer service to visitors, legislators, state employees, and members of the public as the primary staff resource at the Visitor Services window.
• Deliver virtual civic tours as available and conduct in-person civic education tours or public tours to cover coverage gaps or absences.
• Exercise independent judgment to resolve unexpected visitor or tour situations, while identifying, reporting, and escalating recurring concerns or security issues.
• Assist with logistics, staging, coordination, scheduling, and customer support for public, civic, and VIP tours. Assists with routine tour content review and research.
• Manage the shared tour inbox and phone line by answering routine inquiries, referring customers, and assisting with reservation system bookings and maintenance.
• Proactively anticipate visitor and event needs, while maintaining and helping develop technology and resources used by visitors.
• Oversee the complete lifecycle of the Lost and Found program (intake, storage, reunification, and disposition) in compliance with state regulations (RCW 63.21) and internal policies.
• Supports Visitor Services program by ordering shared office supplies, backing up the Events Coordinator and assisting with building operations as needed.
• Acts as a DES representative for enforcing DES rules and policies, explains rules to event attendees, employees and visitors, resolving conflicts or escalating safety and rule violations to security and supervisors as needed.
• Collaborate with Capitol Security, DES Buildings & Grounds, and key stakeholders to manage public spaces and address building issues.
• Other duties as needed.

Qualifications

Required Qualifications

• Two (2) years of progressive experience in any combination of the following options:
• Community, youth and public engagement.
• Knowledge of civics, the legislative process and/or Washington State history.
• Customer Service.
• Leading tours or presenting information to an audience.
• NOTE: Education in Public Administration, Social Sciences, Communications or related field may be considered for experience, on a year-for-year basis.

Diversity Equity and Inclusion (DEI) Competencies

Incumbents to this position must possess and demonstrate the following competencies:

• Take action to learn and grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.

Preferred Qualifications:

• Proficient in the Microsoft Office Suite.

Supplemental Information

How to Apply:

Interested? We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.

Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:

• A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position
• A current resume, detailing experience, and education
• A current list of at least three (3) professional references with current contact information

Do not attach any documents that include photos or private information (social security number, year of birth, etc.).

Please Note: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not be substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for detail or your application may be disqualified.

Background Check Notice: Prior to any new appointment into The Department of Enterprise Services, a background check including criminal record history will be conducted as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Union Inclusion: This position is in a bargaining unit and falls under the Collective Bargaining Agreement between the state of Washington and the Washington Federation of State Employees.

Opportunity for All:

The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.

Contact Information:

For questions about this recruitment or to request a reasonable accommodation in the application process, contact George Deguzman via email at jobs@des.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

Follow DES on LinkedIn, Twitter and Facebook | Subscribe to DES job alertsBenefits More than Just a Paycheck! Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave) Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave Leave Sharing Parental Leave Family and Medical Leave Act (FMLA) Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026