Guest Services Representative

Guest Services Representative

This is a part-time, seasonal Guest Services Representative position. This position provides exemplary customer service to guests of Navy Pier, facility staff and tenant partners.  Duties include welcoming and interacting positively with visitors, providing information and/or directions for Navy Pier experiences, private and public attended events, managing wheelchair rental, processing lost and found property, communicating with guests on the phone and with facility staff using two-way radios. Representatives must be receptive to compliments, concerns, and complaints received directly with the expectation that such communications will be shared

Key Duties and Responsibilities

The duties and responsibilities listed below are representative of the knowledge, skills and/or abilities required to successfully perform this job. Duties may include, but are not limited to:

• Pleasantly greets and assists guests in person or by phone and provides information and/or directions related to Navy Pier, public programs, events and other offerings and/or City of Chicago information.


• Facilitate and respond to informational needs of guests, contacts other Navy Pier, Inc. departments and/or personnel as needed to provide necessary assistance.


• Handles guest complaints, concerns, or compliments and reports to department management as directed.


• Receives and secures lost and found items and processes according to established policy.


• Stocks and distributes Visitor Guides and other related Navy Pier, Inc., and public program literature.


• Must work on-site at Navy Pier and at various Navy Pier Guest Services posts as seasonal needs require.


• Perform other duties as assigned.

Education

• High School diploma or equivalent

Experience

• Requires a minimum of 6 months of customer service or related experience, preferably 12 or more months of in-person customer service experience.

Additional Qualifications 

• Excellent verbal, written and interpersonal communication skills required.


• Excellent customer service skills with demonstrated initiative and ability to assist guests required.


• Must maintain a neat and professional appearance.


• Ability and willingness to work a varied schedule including days, nights, weekends, and holidays.


• Ability to handle multiple tasks in a sometimes-high-pressure environment.


• Familiarity with City of Chicago attractions, landmarks, public transportation. Familiarity with Navy Pier facilities and events are preferred.

WORK ENVIRONMENT

While performing the duties of this job, the individual is required to:

• Communicate effectively using the English language, including the ability to read, speak and understand what is shared.


• Possess specific vision abilities required by this job, including close and distance vision.

• Regularly (2/3 of the time or more) talk or hear. 

• Frequently (1/3 to 2/3 of the time) stand and walk. 

• Occasionally (1/3 of the time or less) sit, use hands to touch, handle or feel objects, tools, or controls; climb or balance; stoop, kneel, crouch or reach with hands and arms.

While performing the duties of this job, the individual may:

• Occasionally move equipment weighing up to 50 pounds. May infrequently (less than 1/4 of the time) use a cart to assist a team member with moving supplies or equipment.


• Work outside in a variety of (non-hazardous) weather conditions. Examples include moderate winds, light rain, moderate hear and or cold temperatures. 

The preceding job description is not designed to be a complete list of all duties and responsibilities of the role and Navy Pier Inc. reserves the right to modify this role at its discretion. 

Navy Pier Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, age, disability, veteran, marital status, sex, sexual orientation, gender identity, or any other characteristic protected by applicable law.