Visitor Services Specialist

Job Summary and Mission:

Seasonal 25-32 hrs/wk. Visitor Services Specialists set the tone for an exceptional visitor experience by welcoming guests at the points of entry and efficiently processing them with courtesy and professionalism. Members of the Visitor Services team keep current with up-to-date information, prepare guests enthusiastically for their on-site visit and persuasively communicate the benefits and value of Museum Membership. Visitor Services Specialists make the “customer centered” concept a daily reality in all interactions, decisions and exchanges with museum guests.
Visitor Services Specialists make the “customer centered” concept a daily reality in all interactions, decisions and exchanges with museum guests.

• Warmly greet all visitors by creating a welcoming and friendly environment where guests receive prompt, efficient and pleasant service in person, on the phone and via email.
• Maintain a positive and professional image, reflecting pride in the position and enthusiasm for the institution.
• Anticipate and respond to visitor needs by providing accurate and helpful information about the Museum and its offerings.
• Make it easy for visitors to have a positive and pleasantly memorable experience at Mystic Seaport.
• Follow all department policies and procedures including those for cash handling, safety and security.
• Operate the point of sales system with integrity and honesty while safeguarding museum assets and protecting guest information.
• Develop thorough, accurate and up to date knowledgebase about Mystic Seaport, its exhibits, programs, offerings and services.
• Promote and communicate the benefits of Membership and process membership applications including upgrades.
• Actively participate in a culture of continuous improvement seeking and suggesting ways to better respond to visitor needs.
• Solicit and collect visitor feedback including suggestions, compliments and complaints and report findings to supervisory staff.
• Assist with collection of digital surveys, (2 hour training provided) in the COVES system during shifts as scheduled during regular working hours.
• Using best judgment, respond to visitor situations calling upon supervisory staff as needed.
• Continuously expand personal knowledge about the Museum, its services and offerings through active participation in training, staying abreast of news in Museum publications, asking questions of staff and supervisors and observing on-grounds activities.
• Contribute positively and enthusiastically as part of a team and alert supervisory staff to potential problems and possibilities.
• Maintains regular and consistent attendance and punctuality.

• High energy, enthusiastic, customer-centered intelligence is essential. Must possess superior interpersonal and communication skills as well as the ability to maintain a calm exterior presence during periods of high volume, high stress or unusual events.
• Proven ability to work comfortably and efficiently with computers and registers, including the ability to accurately and responsibly work with cash and change.
• Requires weekends (including blackout dates for high volume special events), holidays and some evenings as well as willingness to leave early if not needed.
• Must be able to stand long periods of time and endure extreme weather conditions (hot, cold, rainy days).