Guest Service Specialist

Colonial Williamsburg Foundation•Williamsburg, VA

13d•$19 - $19•Onsite

About The Position

The Guest Service Specialist serves as a first point of contact for onsite guests in the historic area or the museums. This position is responsible for ensuring superior guest service, responding to guest inquiries, and orienting guests to their Colonial Williamsburg experience. The Guest Service Specialist will engage in onsite sales operations and assist in the ongoing monitoring and maintenance of all physical points of entry.

Requirements

High school diploma or equivalent.
Minimum of 1 year of experience in customer service role.
Must demonstrate proficiency in software programs including Microsoft Office suite.
Must have strong verbal communication skills with individuals and groups of people.
Excels in customer service, going above and beyond to resolve internal and external customer inquiries and issues.
Physically able to work in and around visitor points of entry, to include outdoors in the Historic Area as needed.
The ability to work in a variety of locations (including the Visitor Center, Lumber House, Museum and Ice Rink) and shifts, including nights, weekends and holidays (up to 10:00 PM.)
Ability to lift and carry up to 50 pounds

Nice To Haves

Knowledge of Tessitura CRM and/or other ticketing or CRM systems.

Responsibilities

Welcoming visitors, representing the Colonial Williamsburg Foundation as the first person our guests meet.
Assist in the opening, closing, and daily operations of all guest entry points including the Colonial Williamsburg Regional Visitor Center, Art Museums of Colonial Williamsburg, Lumber House, etc. to include reporting needed repairs and looking for opportunities to further engage guests while onsite at these physical locations.
Operating an automated ticketing system accurately; meeting all proficiency requirements.
Monitoring and controlling the flow of traffic through the theaters and in queues; operating the theaters and introducing films.
Promoting Colonial Williamsburg’s retail sales, lodging, and dining facilities; selling general admission and special program tickets across the counter, by phone, or via a mobile sales unit.
Validating advance ticket sales and capturing master file information.
Participate in daily stand-up briefings where current and pertinent job-related information is provided to the staff, key programming in the Historic Area is highlighted, and where operational updates/changes are discussed.
Provide guest-first customer service including orienting visitors at arrival points, familiarization with transportation options, amenities, and other logistics as needed.
Ensure accurate collection of customer data such as names, emails, phone numbers, etc. into systems.
Process discounts, promotions, and vouchers, while adhering to all policies and procedures, post payments to accounts, and maintain accuracy in cash handling and all other forms of payment.
Assist the Lead Guest Service Specialist and Guest Service Supervisor in addressing any customer inquiries or complaints in a timely fashion with superior customer experience and positive net promoter score in mind