Visitation Outreach Specialist

Mount Vernon•Mount Vernon, VA

4d•$19 - $24•Onsite

About The Position

The Education and Guest Services Division provides meaningful learning opportunities for Mount Vernon’s one million annual visitors and students in classrooms around the country. Through a diverse portfolio of interpretive experiences, engaging public programs, and online resources, we expand each learner’s understanding of, and appreciation for, our nation’s Founding Father and the world in which he lived. The Guest Services Department facilitates guest access to, and use of, the estate. Guest Services manages ticketing operations, group reservations, the estate-wide Call Center, shuttle services; wharf operations, use of the Ford Orientation Center, the Donald W. Reynolds Museum and Education Center, and other guest amenities/services. The Call Center functions as a cohesive team to book and process a high volume of domestic and international group visits to Mount Vernon for tour companies and vendors, school and youth groups, as well as visits for families and individuals. The team serves as the Call Center and the voice of Mount Vernon, providing personalized customer service and responding to a wide array of questions, managing requests, and providing solutions. This position will have a special focus on creating templates for services & resources for audiences such as schools, military families & groups as well as international visitors.

Requirements

2-4 years’ experience in processing group reservations, or a call center environment
Advanced proficiency in customer service and a professional demeanor is necessary
Strong communication skills, both written & verbal are required
Must be responsible, flexible, punctual, and able to work well under pressure
Ability to work creatively and effectively as a member of a team with multiple responsibilities
Proficiency in Microsoft Office is required

Nice To Haves

2-4 years’ relevant experience or Bachelor’s degree in related field preferred
experience with ticketing or booking systems is preferred

Responsibilities

Serve as an expert concierge for visiting target audiences to help with questions, problems or concerns for their visits as well as creating best practices for other Call Center & Guest Services staff.
Initiate pre & post visit engagement for those target audiences, focused on creating or enhancing channels for relationship building with Mount Vernon.
Support development & maintenance of pre & post visit materials.
Strengthen relationships with tour operators as a conduit for providing content & resources to targeted visiting groups.
Engaging with audiences onsite to start new contact points by creating & implementing new channels & methods for gathering contact information both local, national & international.
Building up & strengthening current communication channels for resources.
Liaise across departments to support resource creation & dissemination for target groups as well as marketing to target groups.
Book and process reservation requests for group and individual visits, VIP tours, virtual and distance learning offerings, public and private events and programs, group meals, and other unique offerings.
Work seamlessly within the team to respond to and fulfill all requests quickly and consistently, sending correspondence, tracking and processing payments with accuracy and discretion, through the Tessitura software.
Maximize group and individual experiences through accurate and engaging communications via phone, email, and other platforms, addressing concerns, securing tickets, suggesting itineraries, and selling various admission enhancements.
Process Memberships and Donations, assisting with Member bookings and resolving any issues.
Support and collaborate with stakeholders across the institution by managing program registrations, facilitating bookings, and managing internal guide resources.
Maintain a thorough understanding of various Estate logistics, programs, pricing, and content to create the best experience for each guest and group and to clarify and improve website information.
Perform other Guest Services duties when necessary, including, the opportunity to represent Mount Vernon at networking events.