Da Vinci Science Center · 15 hours ago
Visitor Services Trainer
Allentown, PA
Part-time
Onsite
Mid LevelDa Vinci Science Center is seeking a Visitor Services Trainer who will play a pivotal role in enhancing the guest experience. The Trainer will be responsible for leading Visitor Services operations, providing exceptional customer service, and training staff to ensure adherence to best practices.
EventsMedia and EntertainmentMuseums and Historical Sites
Responsibilities
Welcomes visitors to DSC and provides a high level of customer service to all visitors
Serves as a cashier at the Welcome Center and other Visitor Services stations, accurately and efficiently checking in visitors while following all cash control policies
Serves 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
Promotes and sells memberships to visitors. Specifically converts walk-in ticket buyers to members
Promotes birthday parties, special events, group sales packages, facility rentals, and auxiliary services to visitors. Serves 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. Contributes to the Welcome Center daily log to improve communication
Answers the main phone line. Responds to inquiries and transfers calls when necessary
Monitors Visitor Services areas and stations (Welcome Center, Group and Camp Entrance Welcome Desk, Traveling Exhibit Admission Desk, and 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
Assist 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. Additionally, be responsive to feedback from guests/ supervisors regarding one’s own performances
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
Other duties as assigned
Qualification
Required
High school diploma
Experience working in a facility that serves children is required
Demonstrating a mastery of all day-to-day operations in Welcome Center, Group and Camp Entrance, Traveling Exhibit, Science Theater, and other Visitor Services areas as designated
Selling membership and general admission
Answering guests' questions about available and/or upcoming programs or services
Proactively addressing issues that impact the guest experience while providing a high level of customer service to all
Maintaining a positive attitude and professional demeanor always
Serving as a role model to other associates and their colleagues
Coaching new and current staff members on all Visitor Services department standard operating procedures
Welcoming visitors to DSC and providing a high level of customer service to all visitors
Serving as a cashier at the Welcome Center and other Visitor Services stations, accurately and efficiently checking in visitors while following all cash control policies
Serving as a team leader for cashiers at all Visitor Services stations, ensuring that staff follow all cash control policies
Opening and closing the Welcome Center and other Visitor Services stations
Opening and closing cash registers in these locations and completing all end-of-day paperwork required to close drawers as needed
Troubleshooting issues with inconsistent records, incongruencies between reports and actuals, and/or POS equipment malfunctions
Processing all coupons, discounts, group, consignment and complimentary tickets according to established standards and procedures
Promoting and selling memberships to visitors
Promoting birthday parties, special events, group sales packages, facility rentals, and auxiliary services to visitors
Learning about all DSC programs and events to properly answer questions and direct guests to their destination of choice
Contributing to the Welcome Center daily log to improve communication
Answering the main phone line
Responding to inquiries and transferring calls when necessary
Monitoring Visitor Services areas and stations for safety, cleanliness, and organization
Responding to inquiries and concerns from visitors in the building, online and on the phone
Coordinating with team leaders from Education, Facilities, and Operations to ensure DSC delivers a high-quality guest experience to all visitors
Assisting in training new and established employees in all Visitor Services policies and procedures for all visitor services areas
Ensuring all Visitor Services areas and stations are safe, clean, stocked, well organized and accessible to all visitors and staff
Executing emergency plans by following all policies and procedures
Performing clerical duties to support Visitor Service programs
Training volunteers and staff on delivering exemplary customer service, using POS system, demonstrating appropriate level of interaction and positive demeanor
Serving as Visitor Services Liaison on teams that develop and implement new public and other programs to enhance the visitor experience
Providing ongoing performance feedback to volunteers and staff to continuously improve the guest experience
Being responsive to feedback from guests/ supervisors regarding one's own performances
Supporting the Science Center's mission and values statement
Supporting the mission to bring science to life and lives to science
Displaying a commitment to diversity, equity, inclusion, access, and belonging in all aspects of your work
Preferred
Higher education or prior experience preferred
Bilingual candidates strongly encouraged to apply
Company
Da Vinci Science Center
Da Vinci Science Center is a national award-winning nonprofit organization.
Founded in 1992
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$5.6MKey Investors
U.S. Department of Housing and Urban Development
2020-10-20Debt Financing· $5.6M
Leadership Team
M
Maureen Michael
CFO
Recent News
2022-04-27
Lehigh Morning Call
2021-12-26
Company data provided by crunchbase