Reservations & Call Center Specialist - Guest Services

George Washington's Mount Vernon; Mount Vernon (VA); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

403(b) Plan

Health Insurance

Paid Time Off

On-site Parking

Discount Tickets

Employee events

Job summary

George Washington's Mount Vernon is seeking a friendly Call Center and Guest Services representative to book and process group visits, VIP tours, school and family bookings, and events. You will be the voice of Mount Vernon, handling inquiries by phone and email with high accuracy and courtesy.

This role requires flexibility to work holidays, weekends, and evenings, proficiency with Microsoft Office and ticketing systems, and a team-oriented attitude to coordinate with departments and vendors

Qualifications

• Previous experience in processing group reservations, or a call center environment.
• Bachelor’s degree preferred, or relevant experience
• Advanced proficiency in customer service and a professional demeanor is necessary
• Strong communication skills, both written & verbal 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 with multiple responsibilities is mandatory
• Proficiency in Microsoft Office is required and experience with ticketing or booking systems is preferred

Responsibilities

• Book and process reservation requests for group and individual visits, VIP tours, virtual and distance learning offerings, public and private events and programs, group meals, and other unique offerings
• Work seamlessly within the team to respond to and fulfill all requests quickly and consistently, sending correspondence, tracking and processing payments with accuracy and discretion, through the Tessitura software
• Maximize group and individual experiences through accurate and engaging communications via phone, email, and other platforms, addressing concerns, securing tickets, suggesting itineraries, and selling various admission enhancements
• Process Memberships and Donations, assisting with Member bookings and resolving any issues
• Support and collaborate with stakeholders across the institution by managing program registrations, facilitating bookings, and managing internal guide resources
• Maintain a thorough understanding of various Estate logistics, programs, pricing, and content to create the best experience for each guest and group and to clarify and improve website information
• Perform other Guest Services duties when necessary, including, the opportunity to represent Mount Vernon at networking events

Skills

Group reservations

Call center experience

Customer service

Written & verbal communication

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Ticketing systems

Job description

George Washington's Mount Vernon is seeking a friendly Call Center and Guest Services representative to book and process group visits, VIP tours, school and family bookings, and events. You will be the voice of Mount Vernon, handling inquiries by phone and email with high accuracy and courtesy.

This role requires flexibility to work holidays, weekends, and evenings, proficiency with Microsoft Office and ticketing systems, and a team-oriented attitude to coordinate with departments and vendors