Visitor Services Attendant (BH)

Missouri Botanical Garden•Chesterfield, MO

13d•Onsite

About The Position

This is a part-time position scheduled to work 20 hours per week. Must have the ability to work evenings, weekends and holidays. Summary: Welcomes, admits, and directs guests ensuring the start of a positive visitor experience, to the Butterfly House. Sells admission tickets and handles cash and credit card transactions in an accurate and professional manner. Provides information to visitors regarding Garden sites, attractions, special events, classes, and other information that the visitor may require in person and on the phone. Provides first-level resolution to customer issues. Promotes the mission of the Missouri Botanical Garden. Essential Duties and Responsibilities: Ensures a positive visitor experience by welcoming, admitting, and directing guests in a friendly and professional manner; provides information in person or by answering the telephone while providing callers with accurate information and exceptional customer service; applies comprehensive/accurate knowledge of Butterfly House and overall Garden organizational procedures and guidelines. Processes ticket purchases using a Point of Sale (POS) ticketing system or web order entries.Coordinates and communicates relevant information to other staff on daily events, group visits, and special requests in an organized manner. Promotes and processes sales for cafe, butterfly releases, and seed packets at the admissions desk. Support restocking of the “grab and go” cafe. Supports coverage at the Conservatory Entrance/Exit by ensuring guests are providing with a wonderful experience while also upholding the USDA Quarantine guidelines of the tropical butterfly habitat. Authorizes and performs ticket refunds and exchanges. Supports visitor services needs at other Garden sites (Missouri Botanical Garden or Shaw Nature Reserve), upon request. Good written/verbal communication skills to respond to visitor inquires via email and phone as assigned.Utilizes available resources to obtain current information related to Garden and member activities/events (i.e., access websites, Garden publications, email, and other related verbal and written communication updates as needed. Investigates and troubleshoots online, onsite and telephone ticketing issues. Works with VS Manager, Tessitura Superusers, or Information Technology (I.T.) to provide feedback or note issues with ticketing hardware or software. Issues, voids or transfers balances to MBG gift cards. Maintains team resources including supplies and equipment.Maintains a neat and clean Visitor Services’ work area at all times. Ensures a safe and secure work environment in compliance with Garden standards. Respond effectively to unanticipated situations. Be alert for opportunities to improve operation and service. Meets expected attendance guidelines. Behaves & communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors/managers, volunteers, visitors and others. Assists with mentoring new hires and demonstrating proper job duties. Performs other duties as assigned. Follows established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.

Requirements

Minimum of (2) years’ prior visitor/customer service experience preferred assisting the public cooperatively and courteously
Minimum of (2) years experience working in retail or related work environment preferred; cash handling and completing credit card transactions experience required
Ability to provide guest service within a fast-paced mission-based public attraction; strong focus on execution and sense of urgency required
Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and working in close proximity to the general public, in a safe and friendly manner
Demonstrated ability to work effectively in a fast-paced, high volume, retail environment
Demonstrates the highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures, and systems
Must be punctual, reliable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision
Scheduling flexibility that allows working most weekends, evenings, and holidays is required
Exceptional, organizational, time management skills, problem-solving and conflict resolution skills required; ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects in a timely manner
Adherence to all health and safety guidelines
Ability to communicate effectively in English (verbal and written)
Requires ability to perform addition, subtraction, multiplication, and division; calculate percentages and decimals
Must understand U.S. currency and be able to make the change
Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution
Ability to lift 30-50 pounds
Requires standing, walking, bending, stooping, and reaching for extended periods-- 75% or more of the workday is standing on feet
May be required to perform tasks at varying heights (i.e., stepstools, climb ladders, etc.)
Ability to effectively utilize computer keyboard (typing) and cash register
Requires extensive speaking and interaction with people
Ability and willingness to work in varying temperatures and all weather conditions
Comfortable working in immediate proximity to the general public, in a safe and friendly manner, answering general questions regarding the Garden’s operations, events, facilities, etc
May require working indoors and outdoors throughout the day in all seasons - Ability to work outdoors (or in the Tropical Conservatory)in temperatures over 100°F as well as temperatures below 0°F, in the rain, snow, and other inclement weather conditions as needed to assist large visitor crowds
Ability to work in a fast-paced, team-oriented environment
Must wear Garden-provided uniform shirts and jackets and adhere to all dress codes, including close-toed shoes
Comfortable working around invertebrates (including insects, arachnids, and arthropods)

Nice To Haves

Prior experience working with Tessitura or a similar ticketing system is a plus
Point of Sale (POS) experience preferred
Expected to reach a level of proficiency with operating the current ticketing system using point-of-sale (POS), scanning, and order entry
And to competently troubleshoot ticketing issues
High School diploma or equivalent preferred
An equivalent combination of skills, education, and experience may be considered
Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word)

Responsibilities

Ensures a positive visitor experience by welcoming, admitting, and directing guests in a friendly and professional manner
Provides information in person or by answering the telephone while providing callers with accurate information and exceptional customer service
Applies comprehensive/accurate knowledge of Butterfly House and overall Garden organizational procedures and guidelines
Processes ticket purchases using a Point of Sale (POS) ticketing system or web order entries
Coordinates and communicates relevant information to other staff on daily events, group visits, and special requests in an organized manner
Promotes and processes sales for cafe, butterfly releases, and seed packets at the admissions desk
Supports restocking of the “grab and go” cafe
Supports coverage at the Conservatory Entrance/Exit by ensuring guests are providing with a wonderful experience while also upholding the USDA Quarantine guidelines of the tropical butterfly habitat
Authorizes and performs ticket refunds and exchanges
Supports visitor services needs at other Garden sites (Missouri Botanical Garden or Shaw Nature Reserve), upon request
Good written/verbal communication skills to respond to visitor inquires via email and phone as assigned
Utilizes available resources to obtain current information related to Garden and member activities/events (i.e., access websites, Garden publications, email, and other related verbal and written communication updates as needed
Investigates and troubleshoots online, onsite and telephone ticketing issues
Works with VS Manager, Tessitura Superusers, or Information Technology (I.T.) to provide feedback or note issues with ticketing hardware or software
Issues, voids or transfers balances to MBG gift cards
Maintains team resources including supplies and equipment
Maintains a neat and clean Visitor Services’ work area at all times
Ensures a safe and secure work environment in compliance with Garden standards
Respond effectively to unanticipated situations
Be alert for opportunities to improve operation and service
Meets expected attendance guidelines
Behaves & communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors/managers, volunteers, visitors and others
Assists with mentoring new hires and demonstrating proper job duties
Performs other duties as assigned
Follows established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies