Visitor Services Representative This position works 24 hours per week. Must have the ability to work evenings and weekends.
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. Responds 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.
Core Competencies:
Communication – Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations. Collaboration – Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences. Accountability – Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns. Problem Solving – Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions. Stewardship – Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.
Qualifications/Experience:
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.
The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.
The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.
Education:
High School diploma or equivalent preferred
An equivalent combination of skills, education, and experience may be considered.
Computer Skills:
Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word).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.
Language Skills:
Ability to communicate effectively in English (verbal and written).Mathematical Skills:
- 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.
- Reasoning Ability:
- Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques for problem resolution.
Physical Demands:
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.
Work Environment:
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
