Visitor Services Attendant - Part Time

Missouri Botanical Garden•St. Louis, MO

About The Position

Visitor Services Attendant - Part Time Summary: Welcomes, admits, and directs guests, ensuring the start of a positive visitor experience. Sells admission tickets and handles cash and credit card transactions in an accurate and professional manner. Provides visitors with information about garden sites, attractions, special events, classes, and other details they may need, both in person and by phone. Offers first-level resolution for 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 energetically and cheerfully, providing callers with accurate information; applies comprehensive/accurate knowledge of Garden 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. Conducts tram tours. Responsible for driving and alternately narrating the tram safely and responsibly. May assist with seasonal updates to the tram script. Authorizes and performs ticket refunds and exchanges Good written/verbal communication skills to respond to visitor inquiries 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 Supervisor 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 operations and service. May operate the switchboard, properly directing callers and providing Garden information professionally and responsively. 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 the Employee Handbook, Garden Safety Guidelines, and Department Policies. Competencies: Communication: Combines listening skills, verbal and written communication skills, and visitor relation skills. Collaboration: Incorporates teamwork, mutual respect, active engagement, cooperation, and visitor focus.Accountability: Initiative to take ownership of responsibilities, the ability to prioritize, and the working knowledge and skills to take action. Problem Solving: Blends problem-solving skills, judgement, and decision-making skills along with creativity and resourcefulness. Stewardship: Merges the practical application of the Garden values and support for a positive organizational climate.

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 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, dependable, a self-starter, and possess the ability to effectively multitask 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 promptly
Adherence to all health and safety guidelines
High School diploma or equivalent required
Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word)
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 change
Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution
Must possess and maintain valid driver’s licenses
Must have the ability to pass a background screening and motor vehicle report (MVR) to meet minimum insurance underwriting criteria
Ability to lift 30-50 pounds
Requires standing, walking, bending, stooping, and reaching for extended periods of time-- 75% or more of the workday is spent standing on feet
May be required to perform tasks at varying heights (i.e., stepstools, climb ladders, etc.)
Ability to effectively utilize a 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 in temperatures over 100°F as well as temperatures below 0°F, in rain, snow, and other inclement weather conditions as needed to assist large visitor crowds
Ability to work in a fast-paced, team-oriented environment

Nice To Haves

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
An equivalent combination of skills, education, and experience may be considered

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 energetically and cheerfully, providing callers with accurate information
Applies comprehensive/accurate knowledge of Garden 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
Conducts tram tours
Responsible for driving and alternately narrating the tram safely and responsibly
May assist with seasonal updates to the tram script
Authorizes and performs ticket refunds and exchanges
Good written/verbal communication skills to respond to visitor inquiries 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 Supervisor 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 operations and service
May operate the switchboard, properly directing callers and providing Garden information professionally and responsively
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 the Employee Handbook, Garden Safety Guidelines, and Department Policies