Visitor Experience Lead

Franklin Park Conservatory•Columbus, OH

2d•Onsite

About The Position

The Visitor Experience Lead is a guest relations role model providing outstanding customer service in person, on the phone, and by email while facilitating the daily operation of the Visitor Center. The Lead provides guidance, training, scheduling, and coaching to assigned staff, creates and distributes daily calendars, end of the day reports, and provides support for family fun programming and the group tour business.

Requirements

High School Diploma or Equivalent required.
Proficient with point of sale software, online reservation systems and Microsoft Office suite.
1-2 years� experience in retail sales or museum/attraction visitor experience and customer service.
Knowledge of proper cash handling procedures, register operations and office machines such as calculator, postage machine, copier, fax and multi-line telephones.
Ability to work weekdays and weekends; occasional evenings and holidays.

Nice To Haves

Prior supervisory experience is preferred.

Responsibilities

Provides excellent customer service while assisting guests with class registration, ticket purchases, and membership sales in person, over the phone, and by email.
Under the direction of the Visitor Experience Supervisor, coordinates operations and activities of the Visitor Center during assigned shifts; including training, mentoring and scheduling of Visitor Experience Associates.
Proficient in all aspects of the registration and point of sale systems, including handling all types of transactions, facilitating open and closing procedures, and capable of problem-solving issues.
Follows established policies when handling complaints and refunds.
Maintains the appearance and upkeep of the Visitor Center.
Participates in the interviewing, selection, and provides performance appraisal feedback for all VE team members.
Completes the Conservatory�s daily schedule �Order of the Day� and End of Day reports and distributes to appropriate staff.
Acts as weekday Manager on duty as assigned.
Assists with the sales, scheduling, and logistics of the Conservatory�s group tour programs; greets buses and leads large groups on tours of the Conservatory.
Supports the public programming created by the Visitor Experience team with planning, booking, and logistics management as assigned.
Consistently demonstrates knowledge of all Conservatory�s activities including admission policies, information about exhibitions, events, education classes and membership benefits, and communicates these details to Visitor Experience staff.
Demonstrates a focus on serving visitors and guests of the Conservatory.
Performs other duties as assigned.