Visitor Services Trainer

Da Vinci Science Center•Allentown, PA

About The Position

The Visitor Services Trainer will bring science to life and lives to science by serving as a key member of the Visitor Services team. Primary responsibilities include demonstrating a mastery of all day-to-day operations in Welcome Center, Group and Camp Entrance, Traveling Exhibit, Science Theater, and other Visitor Services areas as designated. Standard tasks include selling membership and general admission, answering guests’ questions about available and/or upcoming programs or services, and proactively addressing issues that impact the guest experience while providing a high level of customer service to all. Trainers are expected to maintain a positive attitude and professional demeanor always, serving as a role model to other associates and their colleagues at Da Vinci Science Center. The Trainer will also support the Guest Experience Manager by coaching new and current staff members (including those returning from Leave of Absence) on all Visitor Services department standard operating procedures.

Requirements

High school diploma.
Experience working in a facility that serves children is required.

Nice To Haves

Higher education or prior experience preferred.
Bilingual candidates strongly encouraged to apply.

Responsibilities

Welcomes visitors to DSC and provides a high level of customer service to all visitors.
Serves as a cashier at the Welcome Center and other Visitor Services stations, accurately and efficiently checking in visitors while following all cash control policies.
Serves as a team leader for cashiers at all Visitor Services stations, ensuring that staff follow all cash control policies.
Opens and closes the Welcome Center and other Visitor Services stations. Opens and closes cash registers in these locations and completes all end-of-day paperwork required to close drawers as needed.
Troubleshoots issues with inconsistent records, incongruencies between reports and actuals, and/or POS equipment malfunctions.
Process all coupons, discounts, group, consignment and complimentary tickets according to established standards and procedures. Screens incoming applicants for complimentary pass donations.
Promotes and sells memberships to visitors. Specifically converts walk-in ticket buyers to members.
Promotes birthday parties, special events, group sales packages, facility rentals, and auxiliary services to visitors. Serves as birthday party liaison or host, occasionally.
Learn about all DSC programs and events to properly answer questions and direct guests to their destination of choice. Contributes to the Welcome Center daily log to improve communication.
Answers the main phone line. Responds to inquiries and transfers calls when necessary.
Monitors Visitor Services areas and stations (Welcome Center, Group and Camp Entrance Welcome Desk, Traveling Exhibit Admission Desk, and Science Theater Admission Desk, Lobby, Coat Room, 1st floor restrooms, etc.) for safety, cleanliness, and organization and ensuring lockers are unlocked and empty for guest use.
Respond to inquiries and concerns from visitors in the building, online and on the phone.
Coordinate with team leaders from Education, Facilities, and Operations to ensure DSC delivers a high-quality guest experience to all visitors.
Assist in training new and established employees in all Visitor Services policies and procedures for all visitor services areas.
Ensure all Visitor Services areas and stations, including the lobby, coat room, haven room and other areas as needed are safe clean, stocked, well organized and accessible to all visitors and staff.
Execute emergency plans by following all policies and procedures (Lost Child/ parent alerts, crisis plan, etc.)
Perform clerical duties to support Visitor Service programs.
Train volunteers and staff on delivering exemplary customer service, using POS system, demonstrating appropriate level of interaction and positive demeanor.
Serve as Visitor Services Liaison on teams that develop and implement new public and other programs to enhance the visitor experience and bring science to life for our guests.
Train volunteers and other team leaders in new functions or ways of working in Visitorervices.
Provide ongoing performance feedback to volunteers and staff to continuously improve the guest experience. Additionally, be responsive to feedback from guests/ supervisors regarding one’s own performances.
Support the Science Center’s mission and values statement, support the mission to bring science to life and lives to science, and display a commitment to diversity, equity, inclusion, access, and belonging in all aspects of your work.
Other duties as assigned.