Visitor Services Representative

Huntington Public Library•San Marino, CA

2d•Onsite

About The Position

The Visitor Services Representative works under the direct guidance of the Visitor Services Supervisors and the Visitor Services Operations Manager. The Representative serves the public through admission transactions with an emphasis on recruiting new members, and services current and renewing members. The Representative greets and approaches visitors to sell memberships. The Visitor Services Representative is required to work in the Visitor Service Center and select outside locations while standing for extended periods of time. This position also requires at least one weekend day and weekday work. A few times a year, evening work will be required and some Monday Holidays and some days during peak seasons. S/he/they will demonstrate a background of working directly with people from diverse racial, ethnic, geographic and socioeconomic backgrounds, using a welcoming, inclusive, and accessible approach. This is an on-call position with no set weekly hours.

Requirements

Strong communication skills.
Sensitivity to working with diverse audiences.
Previous sales/customer service (1-3 years of retail cashier experience).
Track record of outstanding customer service.
Computer literate.
Interest in sharing our collections with our guests.
Demonstrated ability to maintain a high level of professionalism in all interactions, both internally and externally.
Ability to work independently and within a team.

Nice To Haves

College educated preferred.
Prior knowledge of Raiser’s Edge and Ticketure operating systems a plus.
Multi-lingual, Spanish and Mandarin a plus

Responsibilities

Contributes to an overall positive guest experience at The Huntington through communication, hospitality, information, and servicing.
Welcomes visitors to The Huntington and informs them about membership and its benefits.
Assists with traffic flow by managing both the Membership and Admissions windows.
Provides entry onto the grounds for the public and members by processing admission transactions or by utilizing the advancement database.
Expedites the entry of members by scanning tickets while possessing a proficiency with the pertinent aspects of Ticketure POS, Ticketure CMS and Raiser’s Edge.
Retains knowledge of financial protocols associated with the opening and closing procedures.
Effectively interacts with visitors and members by answering inquiries, and orienting visitors throughout the property.
Interacts with members, visitors, volunteers, readers, Board of Governor, Trustees, and donors, assisting with any requests.
Has a thorough understanding of all levels of membership and each level’s respective benefits.
Upholds and sustains policies connected to membership benefits.
Acquires new members and assists current/lapsed members with the renewal process.
Uses the membership benefit structure to promote upgrades and the stewardship of members while utilizing on site strategies to increase membership sales and renewals.
Processes all necessary paperwork pertinent for all types of membership transactions; including the collection of payment, the issuance of temporary cards, and other appropriate materials while emphasizing accuracy.
Maintains a full on-site servicing center at both the Admissions and Membership windows by presenting a tidy and well stocked display of current exhibition events, information, maps and brochures so that they are readily available for all members and guests.
Initiates and executes special projects to enhance the visitor experience.
Troubleshoots concerns and creates solutions and reports to the Visitor and Membership Services Supervisor or appropriate staff when necessary.
Is well informed and clearly communicates with visitors and members regarding current and upcoming exhibitions, educational programs, lectures, et. al.
When necessary, assists with Members and Advancement events.
Provides supplemental clerical assistance to the Membership Office.
Assists in setting up operations in the morning – all technological aspects
Assists in creating VIP list and creating tickets and sending to guests
Prepares wristbands for business guests for the day
Prepares operations for West and South Entry points
Back up for Visitor Services Shuttle Driver.
Performs other job-related duties as assigned.