Visitor Services Attendant

Missouri Botanical Garden•St. Louis, MO

About The Position

The Visitor Services Attendant welcomes, admits, and directs guests to help create a positive visitor experience. The role sells admission tickets, handles cash and credit card transactions, and provides accurate information about Garden sites, attractions, events, classes, and other visitor needs in person and by phone. The attendant provides first-level resolution of customer issues while promoting the mission of Missouri Botanical Garden. The position processes ticket purchases, refunds, exchanges, and gift-card transactions; coordinates visitor and event information with staff; and investigates ticketing issues with support from the Visitor Services Supervisor or Information Technology. The attendant also conducts tram tours, driving and narrating safely, and performs daily tram safety inspections. Other duties include maintaining supplies and equipment and a clean, safe work area; supporting new-hire mentoring; and, as needed, operating the switchboard. The role calls for courteous, effective communication, teamwork, accountability, problem solving, and stewardship of Garden resources. The attendant follows established policies and safety procedures, responds to unexpected situations, and meets attendance expectations. The position reports to the Supervisor, Visitor Services and has no supervisory responsibilities.

Requirements

High school diploma or equivalent.
Cash-handling experience and experience completing credit card transactions.
Ability to provide guest service in a fast-paced, mission-based public attraction, with strong execution and a sense of urgency.
Ability to communicate effectively at all levels and to interact comfortably with the public in a safe and friendly manner.
Ability to work effectively in a fast-paced, high-volume retail environment.
Professional and ethical conduct and understanding of organizational policies, procedures, and systems.
Punctuality, dependability, initiative, ability to multitask, and ability to work under minimal supervision.
Scheduling flexibility to work most weekends, evenings, and holidays.
Strong organizational, time-management, problem-solving, and conflict-resolution skills; ability to work independently, prioritize multiple tasks, set deadlines, and complete projects on time.
Proficiency using Microsoft Office applications, including Outlook, Excel, and Word.
Ability to learn and competently operate the current ticketing system, including POS, scanning, and order entry, and troubleshoot ticketing issues.
Ability to communicate effectively in spoken and written English, including responding to visitor inquiries by email and phone as assigned.
Ability to perform addition, subtraction, multiplication, and division; calculate percentages and decimals; understand U.S. currency and make change.
Ability to exercise independent judgment and apply facts and principles to resolve problems.
Valid driver's license and ability to pass a background screening and motor vehicle report to meet minimum insurance underwriting criteria.
Ability to lift 30–50 pounds; stand, walk, bend, stoop, and reach for extended periods; stand for 75% or more of the workday; and perform tasks at varying heights, including using stepstools or climbing ladders.
Ability to use a computer keyboard and cash register effectively.
Ability and willingness to work in varying temperatures and all weather conditions, including outdoors in extreme heat, below-freezing temperatures, and inclement weather.
Comfort working in close proximity to the public and in a fast-paced, team-oriented environment.

Nice To Haves

At least two years of prior visitor or customer service experience assisting the public cooperatively and courteously.
At least two years of experience working in retail or a related work environment.
Point of Sale (POS) experience.
Valid chauffeur's or commercial driver's license (CDL).
An equivalent combination of skills, education, and experience may be considered.

Responsibilities

Welcome, admit, and direct guests in a friendly and professional manner.
Provide accurate information about Garden procedures, sites, attractions, events, classes, and other visitor needs in person and by telephone.
Process ticket purchases through the POS ticketing system or web order entry.
Coordinate and communicate daily event, group-visit, and special-request information to other staff.
Conduct tram tours, including driving and narrating safely and responsibly; assist with seasonal tram-script updates as needed.
Conduct daily tram safety inspections and immediately report tram incidents.
Authorize and process ticket refunds and exchanges.
Use available resources to obtain current information about Garden and member activities and events.
Investigate and troubleshoot online, onsite, and telephone ticketing issues; provide feedback about ticketing hardware or software to the Visitor Services Supervisor or IT.
Issue, void, or transfer balances to Missouri Botanical Garden gift cards.
Maintain team supplies and equipment and keep the Visitor Services work area neat and clean.
Promote a safe and secure work environment, respond effectively to unexpected situations, and identify opportunities to improve operations and service.
Operate the switchboard as needed, directing callers and providing Garden information professionally.
Communicate and work respectfully and cooperatively with employees, supervisors, volunteers, visitors, and others.
Assist with mentoring new hires and demonstrating job duties.
Meet attendance guidelines and follow established policies, procedures, and safety guidelines.
Perform other duties as assigned.