Visitor Services Trainer

Responsibilities

• Welcome visitors to DSC and provide high level of customer service to all visitors.
• Serve as a cashier at the Welcome Center and other Visitor Services stations, accurately and efficiently checking in visitors while following all cash control policies.
• Serve as a team leader for cashiers at all Visitor Services stations, ensuring that staff follow all cash control policies.
• Opens and closes the Welcome Center and other Visitor Services stations.
• Opens and closes cash registers in these locations and completes all end-of-day paperwork required to close drawers as needed.
• Troubleshoots issues with inconsistent records, incongruencies between reports and actuals, and/or POS equipment malfunctions.
• Process all coupons, discounts, group, consignment and complimentary tickets according to established standards and procedures.
• Screens incoming applicants for complimentary pass donations.
• Promote and sell memberships to visitors. Specifically convert walk-in ticket buyers to members.
• Promote birthday parties, special events, group sales packages, facility rentals, and auxiliary services to visitors.
• Serve as birthday party liaison or host, occasionally.
• Learn about all DSC programs and events to properly answer questions and direct guests to their destination of choice.
• Contribute to the Welcome Center daily log to improve communication.
• Answer the main phone line. Respond to inquiries and transfers calls when necessary.
• Maintain surveillance of Visitor Services areas and stations (Welcome Center, Group and Camp Entrance Welcome Desk, Traveling Exhibit Admission Desk, Science Theater Admission Desk, Lobby, Coat Room, 1st floor restrooms, etc.) for safety, cleanliness, and organization and ensuring lockers are unlocked and empty for guest use.
• Respond to inquiries and concerns from visitors in the building, online and on the phone.
• Coordinate with team leaders from Education, Facilities, and Operations to ensure DSC delivers a high-quality guest experience to all visitors.
• Aid in training new and established employees in all Visitor Services policies and procedures for all visitor services areas.
• Ensure all Visitor Services areas and stations, including the lobby, coat room, haven room and other areas as needed are safe, clean, stocked, well organized and accessible to all visitors and staff.
• Execute emergency plans by following all policies and procedures (Lost Child/parent alerts, crisis plan, etc.).
• Perform clerical duties to support Visitor Service programs.
• Train volunteers and staff on delivering exemplary customer service, using POS system, demonstrating appropriate level of interaction and positive demeanor.
• Serve as Visitor Services Liaison on teams that develop and implement new public and other programs to enhance the visitor experience and bring science to life for our guests.
• Train volunteers and other team leaders in new functions or ways of working in Visitor Services.
• Provide ongoing performance feedback to volunteers and staff to continuously improve the guest experience.
• Support the Science Center’s mission and values statement, support the mission to bring science to life and lives to science, and display a commitment to diversity, equity, inclusion, access, and belonging in all aspects of your work.

Qualifications

• High school diploma. Higher education or prior experience preferred.
• Experience working in a facility that serves children is required.
• Bilingual candidates strongly encouraged to apply.