Group Sales & Guest Support Specialist

EASTERN STATE•Philadelphia, PA

7d•Onsite

About The Position

The Group Sales & Guest Support Specialist is responsible for administrative and customer service duties for Groups, Membership Events, and Guest Support. Working to ensure a high level of customer service, this position responds to general inquiries by email and telephone, assists with ticketing issues and questions, and offers support for group tours, membership, facility rentals, public programming, and internal events. This position supports the administrative staff by posting the daily schedules for each meeting room, overseeing the meeting room (virtual and onsite) schedules and physical set-up, ordering, inventorying, and stocking office and event supplies, and maintaining the copy machine. The work schedule is subjective to shift from Monday-Friday 9:00 am – 5:30 pm schedule to include nights and weekends depending on the operations of the organization. Remote work is not available for this position. This position is part of the collective bargaining agreement.

Requirements

Requires a b1chelor’s degree and 2+ years of hospitality experience required in attraction, museum, or similar venue.
Knowledge of Philadelphia and the tourism industry
Calm under pressure. Professional, mature, responsible, and enthusiastic attitude
Must be highly motivated, organized, professional, and dedicated to sales excellence.
Ability to work well within a team environment, yet comfortable completing tasks independently.
Excellent listening and comprehension skills. Comfortable communicating via phone, email and in person.
Ability to provide pleasant, professional, customer focused service to a diverse constituency of visitors from a wide range of ages, backgrounds and interests.
Excellent computer skills required, including proficiency in Microsoft Office, Outlook, Zoom, Ticketure Ticketing System or similar ticketing/CRM system.

Responsibilities

Provides assistance for all group sales related activities for daytime, evening, Halloween Nights and facility rentals. This includes maintaining positive existing client relationships, cold calling, prospecting and researching new group outlets and assist with marketing strategy for each based on results.
Provide operational support for museum events and programs, assisting with event logistics, guest services, and light event setup and breakdown.
Coordinating payments and post-tour follow up, providing receipts and asking for feedback.
Maintains accurate and up to date client records in the ticketing database.
Answers client’s complaints and inquiries.
Provides exceptional customer service and care by answering inquiries about all public programs through phone, e-mail, and occasionally in-person inquiries.
Assists all guests with group and single tickets, exchanges, refunds requests, reissuing tickets chargebacks, and answering support e-mails.
Handling all aspects of the donation request program, including fielding inquiries, processing requests, and tracking.
Provide assistance with member retention, outreach and engagement as needed.
Coordinates all service requests for copier and oversees the stocking of all print supplies and copy reports.
Works directly with vendors to ensure timely repairs and all maintenance for copiers.
Manages supplies for the administrative staff and helps maintain the appearance and organization of shared work and storage spaces. This includes ordering, inventorying and stocking office supplies, sorting incoming mail, ensuring that the master calendar is accurate and up to date, and posting a daily availability schedule for conference rooms and virtual spaces.