Guest Services Associate

3 weeks ago

Mt Vernon, Illinois, United States George Washington's Mount Vernon Full time
Guest Services Associate
Part-Time

The Education and Guest Services Division provides meaningful learning opportunities for Mount Vernon's one million annual visitors and students in classrooms around the country. Through a diverse portfolio of interpretive experiences, engaging public programs, and online resources, we expand each guest's understanding of, and appreciation for, our nation's Founding Father and the world in which he lived.

The Department of Guest Services facilitates guest access to, and use of, the estate. Guest Services manages ticketing operations, reservations, shuttle services, wharf operations, use of the Ford Orientation Center, and other guest amenities/services. This is not a remote position.

Compensation:

This position is paid at $15.00/hour.

Expected Hours

Around 24 hours/week, including 2 weekdays and alternating weekends.

Guest Services Principles:
  1. Exceed audience learning expectations and ensure a level of access in which everyone is welcome - be friendly, respectful, engaging, compassionate, and flexible. Always remember that this visit may be their first and only experience with Mount Vernon.
  2. Encourage a meaningful appreciation of George Washington and the world in which he lived. Ensure that his legacies connect to the world our audiences live in today.
  3. Engage yourself in the mission of the Mount Vernon Ladies' Association - take responsibility for your continued development and commit to collaboration. Care for your colleagues and be proud of what we accomplish together.
Position Specific Responsibilities:
  • Welcome guests of all ages and backgrounds, assist with their orientation to the Mount Vernon experience and wayfinding on the property. Create a positive learning environment by being hospitable, approachable, and professional in appearance and demeanor.
  • Assist with basic & group ticket sales through the Tessitura system.
  • Support membership sales through the Tessitura system.
  • Provide support for the Call Center team by entering group reservations into the Tessitura system.
  • Assist supervisors with the daily opening, closing, and security of the relevant facilities
  • Assist supervisors with the implementation of emergency procedures when necessary to ensure safety for our guests, colleagues, historic structures, and collections
  • Maintain a thorough understanding of estate logistics, programs, and content
  • Assist with other projects as needed
Minimum Qualifications:
  • Excellent customer service skills and an outgoing, friendly, positive demeanor is necessary
  • Strong communication skills are required
  • Basic computer skills are required.
  • Must be responsible, flexible, punctual, and able to work well under pressure
  • Ability to work creatively and effectively as a member of a team is mandatory
Special Requirements:
  • Must be able to stand/walk for long periods on varying surfaces, inside and outside, and in a variety of conditions
  • Must comply with: comprehensive dress code for uniformed staff; departmental standard operating procedures
  • Must work frequent weekends, evenings, and holidays
  • Must maintain George Washington's Mount Vernon Guest Services Accreditation: 1 meeting credit; 2 content credits
Benefits:
  • 403(b) Retirement plan with employer matching
  • Employee recognition at 5 years of service
  • Monthly employee events
  • Employee referral program
  • Flexible work schedule
  • On-site Library
  • Discount on Public Event Tickets
  • Discount in the Mount Vernon Shops
  • Discount at the Mount Vernon Inn and Food Court Pavilion
  • Free parking
Mount Vernon is dedicated to creating an inclusive environment for all employees. As an Equal Opportunity Employer, we are committed to building and retaining a team that represents a variety of skills, experiences and perspectives. All employment decisions are based on business needs, job requirements, performance, and qualifications without regard to race, religion or belief, national or ethnic origin, gender/sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital or domestic partnership status, veteran and military status, family or parental status, or any other status protected under federal, state, or local law. Mount Vernon will not tolerate discrimination or harassment based on any of these characteristics.

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