Visitor Concierge (Part-Time: 19 hours or less per week)

City of Grapevine; Grapevine (TX); On-site; USD 17,000 - 22,000; Full time

Job summary

City of Grapevine seeks a Visitor Services Associate to provide excellent customer care at the Visitor Information Center and other visitor-service locations. You will know Grapevine accommodations, attractions, dining, festivals, museums, galleries, and partner assets to craft customized itineraries for guests from around the world.

You will interact with visitors, answer questions, direct them to destinations, and assist with data entry, signage monitoring, and general duties while maintaining

Qualifications

• Requires one year of college or two years of customer service/operations experience.
• Must pass a Federal/National criminal background check and credit check.
• Must have a valid Texas driver’s license with acceptable driving record.
• Must pass a pre-employment drug screen.

Responsibilities

• Provide excellent customer service to visitors at the Visitor Information Center and other locations.
• Possess full knowledge of Grapevine accommodations, attractions, dining, shopping, festivals, museums, galleries, arts center and partner assets.
• Interact with guests to educate, inform and delight, directing them to Grapevine destinations with customized itineraries and touring ideas.
• Maintain brochure inventory and log visitor requests in CRM software.
• Assist with data entry, online research, phone coverage and other duties as assigned.

Skills

Customer service

Communication

Interpersonal skills

Hospitality

Technology proficiency

Education

One year of college or two years of customer service experience

Tools

Microsoft Office Suite

Payment Processing Software

CRM software

Job description

Provide excellent customer service to all visitors at the Visitor Information Center and other locations offering visitor services. Possess full knowledge of all of Grapevine’s accommodations, attractions, dining and shopping opportunities, festivals, museums, galleries, cultural arts center, special events and all partner assets. Interact with guests, educate, inform and delight visitors from around the world. Investigate visitor needs and interests then direct them to Grapevine destinations with customized itineraries and touring ideas. Encourage guests to stay overnight and/or return to Grapevine.

1. Possesses full knowledge of all Grapevine’s accommodations, attractions, dining, transportation options and shopping opportunities, festivals and special events.

2. Provides attention to visitor needs, maintains current tourism product knowledge and clearly communicates to visitors; provides visitors with resources and materials to enhance the visitor experience.

3. Distributes information in-person, on the telephone and computer; provides information to all guests in a caring, professional and knowledgeable manner; maintains the brochure inventory of local and area attractions; logs visitor request activity in CRM software.

4. Communicates information clearly about Grapevine’s tourism product, such as attractions, hotels, restaurants, wine tasting rooms, shopping, entertainment centers, historic sites, galleries and special events; records visitor counts, logs and reports to supervisor.

5. Provides assistance with special projects such as data entry, on-line research, phone coverage and other duties as assigned.

6. Monitors digital event signage content and Tower security camera screens.

7. Assists with quality control and accuracy checks of CVB Website.

8. Answers all guests’ questions, concerns and assists with providing accurate information that goes beyond their expectations; assists with directions, maps, and literature needs - both paper and digital.

9. Screens visitors and baggage; logs, checks baggage, stores and maintains the baggage storage area.

10. Maintains “guest ready” appearance of the Visitor Center, work space and immediate public area at all times.

11. Sells Grapevine branded souvenirs and attraction tickets.

12. Performs related duties as directed when such duties are a logical and appropriate assignment to the position.

13. Regular and timely attendance are required for this position.

14. Interacts professionally and respectfully with the public, coworkers and others in the course of daily work.

SKILLS, KNOWLEDGE, AND ABILITIES

Must have excellent customer service and hospitality skills.

Must have good communication and interpersonal skills, tact, patience and courtesy.

Must enjoy working with the public in hospitality atmosphere.

Must have reliable transportation.

Must be able to work for long hours and stand for extended periods of time (minimum of four hours at a time).

Must be able to work a flexible schedule, irregular hours, including weekends, nights and holidays.

Must be comfortable using assorted technology and computer software, i.e. Laptop or Desktop Computers, iPads, Microsoft Office Suite, Payment Processing Software and Scanning Equipment. On the job training will be provided, but may be limited, so the ideal candidate will need to be able to quickly adapt.

Must have the ability to understand and follow oral and written directions.

Must be able to work independently as well as cooperatively with others.

EDUCATION, EXPERIENCE AND OTHER REQUIREMENTS

Requires one year of college or two years of experience in customer service and operations or an equivalent combination of education, training and/or experience which provides the required knowledge, skills, and abilities to successfully perform the essential functions of the job.

Must pass a Federal/National criminal background check and credit check. Must have a valid Texas driver's license with an acceptable driving record as defined by City policy.

Must pass a pre-employment drug screen.

WORKING CONDITIONS

While performing the essential functions of this position the employee is rarely exposed to disagreeable environmental factors.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential functions of this job the employee is regularly required to perform light to medium work that involves walking or standing, use the computer keyboard and mouse, use hands to finger, handle, or feel, reach with hands and arms, talk and hear, stand, walk, and stoop, or crouch. This position requires occasionally lifting and/or moving up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. This job requires the ability to work in an office environment where the noise level is usually moderate.

The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and the job requirements change.