Visitor Services Specialist

Description

Job Summary and Mission:

Seasonal 25-32 hrs/wk. The Visitor Services Specialist sets the tone for an exceptional experience for all visitors by welcoming them and informing them regarding all there is to see and do at Mystic Seaport Museum, Visitor Service Specialists efficiently process transactions at the entrances, highlight daily offerings and promote the benefits of Membership. Visitor Services Specialists make our customer-centered philosophy a daily reality in all interactions, decisions, and exchanges with all visitors.

Responsibilities include, but are not limited to the following:

• Warmly greets all visitors by creating a welcoming and friendly environment where guests receive prompt, efficient and pleasant service in person, on the phone and via email. Specialists maintain a positive and professional image, reflecting pride in the position and enthusiasm for the institution.
• Anticipates and responds to visitor needs by providing accurate and helpful information about the Museum and its offerings. Specialists make the extra effort to find information and provide assistance to visitor questions and needs.
• Efficiently and effectively, process visitors from all gate stations using a computerized ticketing system.
• Follows all department policies and procedures with integrity and honesty including those for cash handling, safety and security.
• Develops a thorough, accurate and up to date knowledge base about Mystic Seaport, its exhibits, programs, offerings and services.
• Promotes and informs visitors to the benefits of Membership. Processes membership applications including upgrades.
• Actively participates in a culture of continuous improvement seeking and suggesting ways to better respond to visitor needs.
• Solicits and records visitor feedback, suggestions, complaints and compliments about their experiences at Mystic Seaport. Makes management team aware of such feedback.
• Using best judgment, responds to visitor situations calling upon supervisory staff as needed.
• Continuously expands personal knowledge about the Museum, its services and offerings through active participation in training, staying abreast of news in Museum publications, asking questions of staff and supervisors and observing on-grounds activities.
• Contributes positively and enthusiastically as part of a team-oriented department. Alerts supervisory staff to potential problems and possibilities.
• Maintains regular and consistent attendance and punctuality.

Requirements

Qualifications & Special Requirements

• High energy, enthusiastic, customer-centered intelligence is essential. Must possess superior interpersonal and communication skills as well as the ability to maintain a calm exterior presence during periods of high volume, high stress or unusual events.
• Proven ability to work comfortably and efficiently with computers and registers, including the ability to accurately and responsibly work with cash and change.
• Requires weekends, holidays and some evenings as well as willingness to leave early if not needed.
• Must be able to endure extreme weather conditions (hot, cold, humid, rainy days).