Preserve Guest Services Assistant II

Las Vegas Valley Water District•Springs Preserve, TX

8d•Onsite

About The Position

Under general supervision, performs or assists with admissions, retail operations, merchandising and other guest services activities for the Springs Preserve. The position supports Preserve activities such as train rides, demonstrations, exhibit support and special events, assists guests with membership purchases and renewals, and performs related duties as assigned. The Assistant II is the journey-level class in the Guest Services Assistant series; incumbents are fully trained and independently perform a variety of duties supporting admissions and guest services, gift shop sales, stockroom operations and special events. The position calls for a customer-service ambassador who demonstrates strong interpersonal skills, sensitivity and commitment to a high-performance, guest-service-oriented work environment. The ideal candidate has experience with Blackbaud Altru POS applications, including database maintenance, troubleshooting, reporting, workflow optimization and system performance, and can administer Altru for ticketing, memberships, constituent records, communications and marketing outreach. Attention to detail, basic financial reporting and data analysis knowledge, Microsoft Office proficiency, and the ability to handle conflicts tactfully are also emphasized. The role is based at Springs Preserve in Las Vegas. The stated schedule is 5/8's, Thursday through Monday, 7:45 a.m. to 4:15 p.m. The successful candidate must pass a drug screening and background check and may be required to pass a job-related physical evaluation.

Requirements

High school diploma or GED equivalent.
At least one year of paid or volunteer experience involving guest, visitor or customer interaction, preferably in a museum, cultural venue or public attraction, or an equivalent combination of training and experience.
Valid Nevada driver's license and ability to maintain insurability under the District's Vehicle Insurance Policy.
Knowledge of customer service standards, policies, procedures and etiquette; guest services practices in a public attraction or museum; ticketing practices; arithmetic and basic mathematics; and safe work practices.
Ability to perform ticketing, admissions, sales and other guest services rapidly, accurately and courteously; respond courteously to complaints; analyze problems and take action under established procedures; and operate a computer and standard ticketing and point-of-sale equipment and software.
Ability to learn and apply District rules and procedures for payments, receipting and ticketing/POS operations; interpret and explain applicable policies and procedures; follow written and oral instructions and payment-handling procedures; and make accurate arithmetic calculations.
Ability to prepare clear, concise records and written materials; communicate effectively orally and in writing; use tact and diplomacy with sensitive or confidential customer issues; maintain composure under stress; and establish effective working relationships with guests, staff, supervisors and the public.
Ability to meet the position's physical and mental demands, including lifting up to 25 pounds regularly and up to 50 pounds occasionally, and performing detailed work requiring accuracy amid frequent interruptions.

Nice To Haves

Experience with Blackbaud Altru POS applications, including database management and maintenance, troubleshooting, report generation, workflow optimization and maintaining system performance.
Ability to administer Blackbaud Altru for ticketing, memberships, constituent records, communications and marketing outreach, and reporting.
Basic knowledge of financial reporting and data analysis.
Proficiency in Microsoft Office.
Strong interpersonal skills and the ability to handle conflicts and challenging situations with tact and diplomacy.
Guest, visitor or customer interaction experience in a museum, cultural venue or public attraction.

Responsibilities

Greet guests, employees, vendors and other visitors; sell tickets for groups, educational tours and events; help resolve entry bottlenecks; answer questions, give directions, address guest complaints and issues, suggest service improvements, and share guest feedback with supervisors.
Perform crowd control as needed, receive lost-and-found items, help guests locate lost items, and respond appropriately to medical emergencies.
Follow and enforce Preserve and guest policies and procedures, including safety rules, to support guest safety, satisfaction and quality operations.
Notify management of observed cleanliness, maintenance, safety or security issues and use two-way radios for communication as needed.
Receive payments at point-of-sale locations; issue and collect tickets; promote memberships, merchandise, food, educational classes and programs; and assist with gift shop merchandising and operations.
Support guest services operations as needed, including driving the train, exhibit support, stroller and bike rentals, and directional assistance.
Set up and break down arrangements for special events and carry out assigned event responsibilities.
Assist with educational activities, set up and take down demonstrations, and help guests operate interactive exhibits.
Assist with the Nature Exchange trading program by explaining rules and related ethical and safety issues, reviewing submitted items, proposing related research activities, reviewing participant research and suggesting enrichment, and maintaining visitor and trader records as needed.
Maintain the Nature Exchange collection by cleaning, labeling and displaying objects, keeping an inventory of submitted items, and maintaining the collection's neatness and presentation quality.
Clean and straighten Preserve work areas as needed; inspect them for cleanliness, maintenance and safety; and stock supplies.
Provide assistance and administrative support to other Preserve staff as needed.