Visitor Services Lead
Full-Time
We are currently accepting applications for this role.
About this Position
The Lead Visitor Services Assistant is the chief receptionist and customer services representative at the Discovery Center Reception Desk and in the Science Store, and as needed in the office and/or other areas of the Discovery Center. The Lead Visitor Services Assistant serves as mentor to the Visitor Services Assistants, and provides support for Discovery Center programs, initiatives and financial tasks and serves as first line security for the Center. Serves as a member of the Discovery Center Leadership Team.
Responsibilities
Front Desk & Science Store
Serve as Chief Receptionist and Customer Services Representative, welcoming visitors as they enter the Discovery Center; providing information and assist as needed; informing and updating visitors on Discovery Center, including programs, events, membership options and any delays/rescheduling.
Perform accurate cash, check and PCI-compliant credit card transactions for reserved and walk-in sales including memberships and other programs. Monitor cash flow to ensure change-making ability. Reconcile drawer at shift change or at end of day and secure receipts.
Act as first line of security - follow Discovery Center security procedures to always ensure safety of visitors and fellow staff members. Ensure that visitors pay admission and/or sign in as appropriate and that they behave appropriately in the Discovery Center foyer/reception area and ensure loss control in the Science Store (e.g., prevent shoplifting, damage to merchandise). Request security assistance as needed.
Stock merchandise in Science Store, keeping shelves always filled and merchandise displayed attractively. Unpack shipments, inventory shipment contents and stock in stockroom or tag and display in Science Store, as appropriate. Alert Visitor Services Director when inventory in any area is too low for anticipated needs or is moving too slowly and specials/discounts may be advisable.
Monitor Science Store retail space, stockrooms, office and surrounding area for clean, presentable state. Spot clean doors, windows, merchandise, counters and shelving in Science Store as necessary.
Facilities and Events
Under the direction of the Director of Visitor Services assist with the Discovery Center’s Facility Rental Program, including adherence to rental and events policies and procedures; cultivation, orientation and stewardship of facility rental clients; event staffing; management of contractors; and evaluation of the facility rental experience.
Lead or assist in set-up, coordination and breakdown of facility rental and Discovery Center events as needed, so that the Discovery Center is prepared for the event, the event runs smoothly, the facility rental customer is satisfied/the Discovery Center event is handled professionally, and at the end, the Discovery Center is ready for the janitorial crew to perform its contracted maintenance duties.
Monitor reception area and reception area restrooms for clean, presentable state, spot cleans doors and windows in area as necessary, perform emergency cleaning when required, stock handouts and brochures in all public access areas.
Provide telephone reception, including providing general information, directing phone calls to appropriate staff, and taking messages as needed. Make, confirm and cancel reservations and make over-the-phone sales, gathering and compiling all needed information. Alert reserved parties about cancellations due to weather emergencies, equipment failure, etc.
Respond to Discovery Center general information email requests and forward other requests to the appropriate parties.
Membership and Volunteers
Assist in marketing the Discovery Center's membership program and other programs, through encouraging visitors to join as members and/or participate in other Discovery Center programs.
Assist with volunteer management, including screening prospective volunteers for suitability and appropriate placement; stewarding their onboarding process; checking in on their satisfaction with their experience as volunteers; creating volunteer recognition opportunities
Generate reports on visitation and program participation as requested by the Director of Visitor Services or the Executive Director.
Leadership
Serve as mentor to Visitor Services Assistants, including training, coaching and advising on protocols, procedures and best practices. Assist Director of Visitor Services as needed in scheduling Front Desk, Science Store and Office coverage.
Serve as member of the Discovery Center Leadership Team, meeting with the full team weekly/bi-weekly (season-dependent) and sharing ideas about/responsibility for Discovery Center strategies and initiatives, bringing the visitor perspective to the meetings.
Comply with all Discovery Center policies and applicable local, state & federal rules and regulations including, but not limited to, health and safety policies and all civil rights laws.
Other duties as assigned.
Qualifications
MINIMUM QUALIFICATIONS:
Education: Graduation from high school or G.E.D. equivalent.
Experience: Two years' experience in customer service. Familiarity with computers and software systems.
LICENSE/CERTIFICATION REQUIRED: Valid New Hampshire driver's license or access to transportation.
Desired Characteristics
Friendly, punctual, detail-oriented, problem-solver, enjoys challenges and working collaboratively and independently, good communication skills with both children and adults, willing to work a flexible schedule that may include days, nights and weekends. Willing and able to move and set up equipment and furniture.
Required
Able to work nights and weekends.
Willing to travel for outreach and professional development opportunities.
Attend professional development as scheduled.
Background checks will be completed on all employees.
Able to carry, transport and set up equipment, furniture and exhibit components weighing up to 50 pounds.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 – 42 per week
Benefits:
401(k) matching
Employee discount
Health insurance
If you are interest, please submit a cover letter and resume to hr@starhop.com or mail to:
Human Resources
McAuliffe-Shepard Discovery Center
2 Institute Drive
Concord, NH 03301
Please note: all positions require background checks.