Visitor Services Attendant

Missouri Botanical Garden; St. Louis (MO); On-site; USD 19,000 - 25,000; Full time

Job summary

Missouri Botanical Garden invites applications for a Visitor Services role to welcome guests, sell admissions, and provide accurate information at the point of contact. You will process ticket purchases, handle refunds, and communicate event details to staff while maintaining a cheerful and professional demeanor.

The position requires 2+ years in guest service or retail with cash handling experience. A high school diploma is required, and you may assist with tram tours and on-site information

Qualifications

• Minimum of 2 years’ prior visitor/customer service experience preferred.
• Minimum of 2 years’ experience in retail or related environment; cash handling and credit card transactions required.
• Ability to provide guest service within a fast-paced mission-based public attraction.
• Demonstrated ability to communicate effectively with the general public.

Responsibilities

• Welcomes, admits and directs guests; answers questions in person or by phone with a cheerful, accurate approach.
• Processes ticket purchases using POS or web orders; handles refunds and exchanges as needed.
• Coordinates information with staff about events, group visits and special requests.
• Operates tram tours safely and may update the script seasonally.

Skills

Customer service

Cash handling

Retail experience

Communication skills

Education

High School diploma or equivalent

Tools

POS system

Ticketing system

Microsoft Office

Job description

Summary:

Welcomes, admits, and directs guests ensuring the start of a positive visitor experience. Sells admission tickets and handles cash and credit card transactions inan accurateand professional manner.Providesinformation to visitorsregardingGarden sites, attractions,special events, classes, and other information that the visitor mayrequirein person and on the phone.Providesfirst-levelresolution to customer issueswhilepromotingthe mission of Missouri Botanical Garden.

Essential Duties and Responsibilities:

• Ensures a positive visitor experience by welcoming, admitting and directing guests in a friendly and professional manner; provides information in person or by answering telephone in an energetic and cheerful manner, providing callers withaccurateinformation; applying comprehensive/accurateknowledge of Garden procedures and guidelines.

• Processes ticket purchases using a Point of Sale (POS) ticketing systemor web order entries.

• Coordinates and communicates relevant information tootherstaff on daily events, group visits,and specialrequests in an organized manner.

• Conducts tram tours. Responsible for driving and alternately narrating the tram in a safe and responsible manner. Mayassistwith seasonal updates to the tram script.

• Conducts daily safety inspections ofTramandimmediatelyreports any Tram incidents.

• Authorizes and performs ticket refunds and exchanges

• Utilizesavailable resources to obtain current information related to Garden and member activities/events (i.e., access websites, Garden publications, email, and other related verbal and written communication updates as needed.

• Investigates and troubleshoots online, onsite and telephone ticketing issues. Works with VS Supervisor or Information Technology (I.T.) to provide feedback or note issues with ticketing hardware or software.

• Issues,voidsortransfersbalances to MBG gift cards.

• Maintains team resources including supplies and equipment.

• Maintains a neat and clean VisitorServices’work area at all times.

• Ensures a safe and secure work environment in compliance with Garden standards.Respondseffectively tounexpectedsituations. Be alertforopportunities to improve operation and service.

• Mayoperatethe switchboard, properlydirectingcallers andprovidingGarden information in a professional and responsive manner.

• Behaves & communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors/managers, volunteers,visitorsand others.

• Assistswith mentoring new hires anddemonstratingproper job duties.

• Meets expected attendance guidelines.

• Follows and adheres toestablishedpolicies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.

• Performs other duties as assigned.

Supervisory Responsibilities:

None.

CoreCompetencies:

• Communication– Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.

• Collaboration–Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.

• Accountability– Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes,troubleshootsand takesappropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues’ concerns.

• Problem Solving– Identifies and resolves problems; Includes supervisor beforetaking actionas necessary; Recommends solutions,demonstratescreativity and resourcefulness;Exhibitssound andaccuratejudgment in decision making process; Includesappropriate peoplein making decisions.

• Stewardship– Promotes and adheres to sustainability,safetyand security protocols; Fosters a culture of respect,diversityand inclusion;Demonstrateseffective and prudent use of Garden resources; Maximizes contributions during work hours.

Qualifications/Experience:

• Minimum of (2)years’prior visitor/customer service experiencepreferred,assistingthe public cooperatively and courteously.

• Minimum of (2) years’ experience working in retail or related work environmentpreferred; cash handling and completing credit card transactions experiencerequired.

• Ability to provide guest service within a fast-pacedmission-basedpublic attraction; strong focus on execution and sense of urgencyrequired.

• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and workingin close proximity togeneralpublic, in a safe and friendly manner.

• Demonstrated ability to work effectively in a fast-paced, high volume, retail environment.

• Demonstrateshighestlevel of professional and ethical conduct; knowledge and understanding of organizational policies,proceduresand systems.

• Must be punctual, dependable, self-starter, andpossessthe ability to effectively multi-task and work under minimal supervision.

• Scheduling flexibility that allows working most weekends, evenings and holidays isrequired.

• Exceptional, organizational, time management skills,problem-solving and conflict resolution skills required; ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projectsin a timely manner.

• The Garden is committed to the safety and wellbeing of our employees,volunteersand guests.All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior tohiredate.The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines.When international travel is necessary forGardenbusiness, staff must be able to obtainrequiredtravel clearances, driving permits, and vaccinations for allcountrieswhere travel is required.

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilitiesrequired.

Education:

• High School diploma or equivalent required.

• An equivalent combination of skills,educationand experience may be considered.

Computer Skills:

• Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word,).

• Point of Sale (POS) experience preferred.

• Expected to reach a level ofproficiencywithoperatingthe current ticketing systemusing point-of-sale (POS), scanning, and order entry.Andto competentlytroubleshootticketing issues.

Language Skills:

• Ability to communicate effectively in English (verbal and written)to respond to visitor inquires via email and phone as assigned.

Mathematical Skills:

• Requires ability to perform addition, subtraction,multiplicationand division; calculate percentages and decimals.

• Must understand U.S. currency and be able to make change.

Reasoning Ability:

• Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Certificates, Licenses, Registrations:

• Mustpossessand maintainavaliddriver’s license.

• Must have the ability to pass a background screening and motor vehicle report (MVR) to meet minimum insurance underwriting criteria.

• A validchauffeur’s/commercial driving license (CDL) ispreferred,butnotrequired.

Physical Demands:

• Ability to lift30-50pounds.

• Requires standing, walking, bending,stoopingand reaching for extended periods of time-- 75% or more of the workday is standing onfeet.

• May berequiredto perform tasksat varying heights (i.e., stepstools,climb ladders, etc.).

• Ability to effectivelyutilizecomputer keyboard (typing) and cash register.

• Requires extensive speaking and interaction with people.

• Ability and willingness to work in varying temperatures andall weatherconditions.

Work Environment:

• Comfortable working in immediate proximity togeneralpublic, in a safe and friendly manner, answeringgeneral questionsregardingthe Garden’s operations, events, facilities, etc.

• May require working indoors and outdoors throughoutdayin all seasons - Ability to work outdoors in temperatures over 100°F as well as temperatures below 0°F, in rain, snow and other inclement weather conditions as needed toassistlarge visitor crowds.

• Ability to work infast-paced, team-oriented environment.

Contacts with Individuals/Organizations inside/outside the Garden:

• Members of various divisions throughout the Garden; volunteers; vendors; executive staff; exhibitors, and the like.

Supervisor (title not person):

• Supervisor, VisitorServices