Visitor Experience Associate

Northwest Maritime; Port Townsend (WA); On-site; USD 29,000 - 32,000; Part time

Benefits offered by this job

SIMPLE IRA

Paid time off

Holiday pay

Employee discounts

Benefits details

Job summary

Northwest Maritime seeks a Visitor Experience Associate to support the Welcome Center at the Swan Hotel. The role handles guest check-ins, reservations, and inquiries, while liaising with housekeeping and retail teams.

Onsite work is required in Port Townsend, WA, with a Saturday–Monday 8:15 am–2:15 pm schedule and part-time hours. The position emphasizes friendly service, familiarity with hotel software, and help for events like the Wooden Boat Festival.

Qualifications

• Strong customer service skills and composure in responding to guest inquiries.
• Comfortable learning new technology and navigating software.
• Ability to handle busy, demanding shifts and adapt to seasonality.

Responsibilities

• Provide friendly customer service in person, by phone, and by email to all visitors.
• Assist hotel guests with reservations, check-in/check-out, and inquiries.
• Coordinate with housekeeping on arrivals, departures, and guest needs.
• Support retail operations including stocking and tagging merchandise.
• Navigate hotel reservation, POS, and other software as needed.
• Assist with large events such as Wooden Boat Festival.
• Other duties as assigned.

Skills

Customer service

Complaint resolution

Tech-savvy

Schedule flexibility

Stairs access

Job description

JOB DESCRIPTION: Visitor Experience Associate

Our Visitor Experience Associates play a pivotal role in providing exceptional service to all visitors to our ‘front door’ Welcome Center at Northwest Maritime. You’ll be the first point of contact for Swan Hotel guests, assisting with room bookings, check-ins, and inquiries while ensuring a seamless and welcoming experience. You’ll also manage communications with our housekeeping team and navigate essential hotel software with ease. In addition to assisting Swan guests, you will provide excellent customer service to all NWM visitors with their retail and registration needs, as well as with general inquiries. Please note that the schedule is set for the opening shift, Saturday through Monday, 8:15 am to 2:15 pm.

Primary Responsibilities

• Provide friendly and knowledgeable customer service in person, over the phone, and via email to all NWM visitors, including hotel guests, program participants, shoppers, tourists, and locals
• Assist hotel guests and prospective guests with making reservations, checking in & out, and general hotel inquiries
• Maintain a thorough understanding and awareness of the organization’s activities, the local community, and the maritime sector
• Answer questions and provide information about Port Townsend to visitors
• Coordinate with Housekeeping regarding arrivals, departures, and guest needs
• Assist with retail operations, including receiving, tagging, and stocking merchandise
• Effectively navigate hotel reservation software, point of sale software, and other technology as needed
• Support the organization during large events, including Wooden Boat Festival
• Other duties as assigned

GENERAL OPERATIONS

While the primary focus of this position is in hospitality and customer service, the Visitor Experience Associate works as part of the entire NWM team, ensuring smooth operations. As a growing non-profit, we all pitch in for the heavy lifting, whether it's participating in all-hands projects and events, assisting visitors, or occasionally doing some literal heavy lifting.

Minimum Qualifications

• Responsible, detail-oriented, proactive, comfortable with busy and demanding circumstances, and can represent NWM in a friendly and enthusiastic manner
• Strong customer service skills and composure in responding to and seeking to resolve guest complaints
• Comfortable learning new technology and navigating between different software
• The schedule for this role is generally Saturday, Sunday, and Monday 8:15 am to 2:15 pm, but may need to shift due to seasonality. Additional shifts may be required to cover for team member absences
• Able to climb two flights of stairs to access hotel rooms

Helpful Qualifications

• Previous experience in hospitality or retail

WORK LOCATION & SCHEDULE

• Position will require onsite work at the Northwest Maritime Welcome Center, 431 Water St., Port Townsend, WA 98368
• Position is part-time, about 18 hours/week
• Reports to: Welcome Center & Purchasing Manager

Wage Range & Benefits

• $21 - $23 per hour, non-exempt
• Matching contributions to a SIMPLE IRA retirement fund after 1 year of employment
• Paid time off: accrues 2 weeks of vacation per year, up to 17 paid holidays in a calendar year, & 1 hour of sick time accrued per every 25 hours worked
• Employee discounts
• Full details on benefits

NWM is committed to equal employment opportunity. We value the diversity of our staff and the communities that we serve, which includes a spectrum of racial, cultural, religious, sexual and gender identities, and abilities. We strongly encourage applications from people who have not seen themselves represented in the industry.