Seasonal Experience Ambassador

5 days ago

Redwood City, California, United States Filoli Historic House and Garden Full time
Job Summary

The Seasonal Experience Ambassador provides exceptional customer service and support to the visitor experience at Filoli Historic House and Garden. This role involves delivering information and direct interpretation to guests, advocating for the best guest experience possible, and providing hospitality services such as bartending (if 21 years of age or older) and assisting in the Clock Tower Shop.

Key Responsibilities
  • Guest Experience
    • Support Filoli's mission and commitment to the guest experience
    • Directly interact with the public, providing exceptional customer service, including general information about Filoli, wayfinding, checking guests in, and giving formal and informal interpretation information to guests
    • Prioritize engagement with guests in daily operations, anticipating their needs and trying to proactively meet them
    • Commitment to follow all Filoli safety and security policies
    • Manage visitor flow to ensure minimum wait times and limit confusion for visitors
    • Support group and rental event activities
  • Retail
    • Actively operate a cash register following procedures provided by management
    • Assist in inventory management, such as restocking and counting retail items
    • Maintain knowledge of products for sale to provide recommendations to visitors on their purchase decisions in the Clocktower Shop
  • Events/Hospitality
    • If bartending, must be legally able to sell and serve alcohol at a beverage bar
    • High-level hospitality experience preferred
    • Directly manage day-of setup, inventory, and public-facing bar duties
    • Stocking bar supplies, setting up the bar to Filoli's presentation standards, selling alcoholic beverages and nonalcoholic beverages to the public
    • Maintain a fun, safe atmosphere for guests
    • Assist Filoli's on-site operations personnel in moving museum equipment (i.e. stanchions, kiosks, signage etc.)
    • Be knowledgeable about, follow and ensure visitors, staff and vendors are following the Property Use Guidelines
    • If needed, assist in the mediation of conflicts among guests, clients, vendors, Filoli staff, and emergency personnel by providing clarification and reiteration of Filoli's policies and procedures
    Requirements
    • Education
      • Can be current high school student and beyond (If bartending, must be legally able to sell and serve alcohol at a beverage bar)
    • Core Competencies
      • GUEST EXPERIENCE - Experience in hospitality, museums, retail or restaurants preferred. Experience with point of sales and cash registering a plus
      • PEOPLE AND PROJECT SKILLS - Effective team leadership skills and cross-functional collaborative capacity. Ability to either take direction or work independently as the situation requires. Ability to multitask, see many sides to complex issues, and perform at high standards with a team
      • LEADERSHIP - Flexible, energetic, and outcomes-oriented self-starter who brings a creative approach to solving problems. Capacity to interact effectively and build partnerships with Filoli's many constituencies including staff, Board members, community partners, supporters, donors, members, visitors, and volunteers
      • CULTURAL COMPETENCIES - Model a responsibility to self-awareness and awareness of others to recognize that individuals bring unique backgrounds, beliefs, values, and world-views. View racial and cultural differences as assets to the organization
      • DIVERSITY, EQUITY, ACCESSIBILITY, AND INCLUSION - Committed to Filoli's dedication to integrate accountability across all efforts to support and sustain a racially equitable organization. Demonstrate a passion of advancing organizational DEAI objectives and influencing others to approach all work with an equity lens. Promote processes and communication that encourage organizational cultural competence and inclusion
      • COMMUNICATION SKILLS - Provide a welcoming atmosphere around you at all times, regardless of the audience present. Communicate (listening and speaking) effectively with guests, members, and employees of the organization. This also includes emergency response personnel (fire, ambulance, police, etc.)
      • DECISIVE NATURE - Well-honed ability to independently anticipate and analyze situations, define problems and objectives, recognize viable alternatives and formulate rapid solutions with understanding of the inherent risks and the implications of decisions
      • COMPUTER SKILLS - Working knowledge of Windows environment, Microsoft Office products and Google Applications. Experience with Square (point of sale system) a plus
      • AVAILABILITY - Maintain a flexible work schedule that includes evenings and weekends to meet the demands of executive management
    • Skills and Abilities
      • Effectively and calmly work in a fast-paced, change-oriented environment while maintaining a professional demeanor
      • Be proactive and identify issues/tasks - creative problem solver
      • Ability to multi-task and demonstrate strong time-management, organization, details, accuracy and follow-through skills
      • Work independently, while maintaining a positive team player attitude
      • Demonstrate a strong customer service orientation
      • Read and interpret documents such as safety rules, operation and maintenance instructions and procedural manuals
    • Physical Requirements
      • Ability to walk and stand for the majority of the day
      • Lift/carry items up to 50 pounds
      • Stand, walk across uneven terrain, climb stairs, reach, lift, carry and bend frequently
    • Certificates, Licenses, Registrations
      • A valid Driver's License is required

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