Guest Experience Ambassador

Colonial Williamsburg; Williamsburg, Northern (VA, KY); Hybrid; USD 25,000 - 26,000; Full time

Job summary

Colonial Williamsburg seeks a Guest Service Specialist to act as the first point of contact for visitors in the Historic Area and museums. You will ensure superior guest service, answer inquiries, and guide guests through their Colonial Williamsburg experience.

You will support onsite sales, monitor entry points, and help maintain ticketing and customer data accuracy across multiple locations with a focus on a welcoming, educational visitor experience.

Qualifications

• Requires high school diploma or equivalent and at least 1 year in a customer-facing role.
• Knowledge of Tessitura CRM or similar ticketing/CRM systems preferred.

Responsibilities

• Welcome visitors and serve as the first point of contact for guests.
• Assist opening/closing and daily operations at entry points and related locations.
• Operate an automated ticketing system accurately and efficiently.
• Monitor theater queues and control entry flow; introduce films as needed.
• Promote Colonial Williamsburg retail, lodging, and dining offerings; sell tickets.
• Validate advance sales and capture customer data for accounts.
• Participate in daily stand-up briefings to align with staff and programming.
• Provide guest-focused service; orient arrivals and transportation options.
• Collect customer data accurately in systems (names, emails, etc.).
• Process discounts, promotions, and vouchers; handle payments and cash with accuracy.
• Assist Lead Guest Service Specialist and Supervisor with inquiries to ensure quality service.

Skills

Customer service

Verbal communication

Microsoft Office

Education

High school diploma or equivalent

Tools

Tessitura CRM

Job description

Colonial Williamsburg seeks a Guest Service Specialist to act as the first point of contact for visitors in the Historic Area and museums. You will ensure superior guest service, answer inquiries, and guide guests through their Colonial Williamsburg experience.

You will support onsite sales, monitor entry points, and help maintain ticketing and customer data accuracy across multiple locations with a focus on a welcoming, educational visitor experience.