Parkway Visitor Experience Shift Lead

Philadelphia, PA – Part-time position up to 30 hours per week.

Schedule

• 3–4 days per week
• 8-hour shifts (9 am–5 pm or 10 am–6 pm)
• At least one weekend day required

Pay

$18–$19 per hour

About the role

The Parkway Visitor Experience Shift Lead welcomes visitors to one of Philadelphia’s most visited tourist attractions—the Philadelphia Art Museum and its famous “Rocky Steps.” This outgoing, extroverted hospitality professional enjoys meeting new people and sharing Philadelphia-area recommendations with visitors from nearby and around the world.

Responsibilities

• Supervise 1–2 part-time Visitor Experience Associates each shift and work as a team to deliver a fun, clean shopping experience for Rocky fans and other visitors.
• Oversee daily opening and closing processes, maintain well-stocked shelves, and direct staff to complete tasks throughout the day.
• Serve as the lead concierge on duty: greet visitors, respond to questions, encourage engagement, and provide outstanding customer service.
• Provide the Parkway Visitor Center manager with accurate, up-to-date information about supply needs, inventory levels, unforeseen issues, and additional support required for a world-class visitor experience.
• Maintain clean, well-organized, and well-stocked in-store product displays in a fast-paced retail environment.
• Support the Parkway Visitor Center Manager with product placement, inventory tracking, and executing promotional strategies while on shift.
• Identify and fulfill visitor needs, including directions, daily itineraries, hotels, and attractions.
• Promote and facilitate ticket sales to the Philadelphia Museum of Art and other local attractions (museums, tours, restaurant reservations, etc.).
• Cross-sell products or recommend souvenirs based on guest interest and group size.
• Ensure accurate opening and closing of cash registers and ticket inventory.
• Make the first effort to resolve guest complaints/issues to ensure an above-satisfactory resolution.
• Maintain a positive attitude and model excellence in visitor services in a fast-paced environment.
• Answer visitor questions via email, telephone, and in-person.
• Maintain a professional appearance that adheres to the company’s uniform standards.
• Keep a neat and well-stocked work area (brochures, tickets, supplies) and ensure job-related equipment (register, computer, ticket printer) is functioning properly.
• Assist in restocking merchandise and partners/brochures.
• Perform additional tasks as required or requested.

Requirements

• Experience in a fast-paced retail or hospitality environment.
• Friendly and outgoing personality.
• Passion for Philadelphia and delivering on its reputation as a world-class city.
• Willingness to work a flexible schedule, including weekends and all U.S. holidays (the Independence Visitor Center is open 363 days per year, closed Thanksgiving Day and Christmas Day).
• Knowledgeable of the city and surrounding region; resourceful in finding accurate, up-to-date information.
• Strong delegation and time management skills.
• Organized, detail-oriented, and able to multitask in a fast-paced environment.
• Good problem-solving and resolution skills.

Qualifications

• 2+ years of customer service or hospitality experience.
• College degree or working toward a college degree preferred.
• Multilingual skills a plus.
• Ability to work in a fast-paced, collaborative environment.
• Proficiency in e-commerce applications, point-of-sale systems, map and transit applications, and web applications.

Skills

• Ability to welcome visitors, identify their needs, and provide solutions from a broad portfolio of offerings.
• Ability to respond to unexpected issues or situations in real time and use best judgment to improve or resolve them.
• Ability to use multiple e-commerce platforms to book tickets and make reservations for guests.
• Ability to use point-of-sale systems in the execution of day-to-day duties.
• Ability to process sales and related transactions with speed and accuracy.
• Ability to learn, maintain, and search for information about the Greater Philadelphia area to provide information and directions to visitors.
• Ability to execute and communicate special events and happenings in partnership with PVCC vendors, hotels, visitor bureaus, and tour partners.

Physical Demands

• Able to lift and carry materials up to 35 lbs.
• Able to stand for periods of 4–8 hours.

About the Philadelphia Visitor Center (PVC)

The Philadelphia Visitor Center is a 501(c)(3) nonprofit hospitality organization dedicated to welcoming visitors to Philadelphia and connecting them to memorable, authentic Philadelphia experiences. With six locations in Center City Philadelphia, we provide access to all the city has to offer—activities, tickets, reservations, and opportunities. Our helpful, well-connected staff turn visitors’ wish lists into unforgettable itineraries.

The PVC operates in cooperation with the National Park Service, Visit Philadelphia®, the Philadelphia Convention and Visitors Bureau, the City of Philadelphia, and the Commonwealth of Pennsylvania. The Independence Visitor Center, located in Philadelphia’s Historic District, is the official visitor center for the Greater Philadelphia Region and the primary point of orientation for Independence National Park, Independence Hall, and the Liberty Bell.