Guest Services Specialist (Visitor Services Assistant)

Nauticus is a maritime discovery center located along the waterfront in downtown, Norfolk offering a unique form of experiential learning for all ages. Through interactive exhibits and STEM to STERN programming, Nauticus uses the museum, Battleship Wisconsin, sailing center, and Schooner Virginia to tell the story of the maritime environment, industry, and the military.

The City of Norfolk, Maritime Center – Nauticus is seeking to hire a Guest Services Specialist.  This position is responsible for leading by example in anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service. The Guest Services Specialist is assigned to assist in any area for any given shift and is expected to be available to the team to support service needs and ensure service recovery. Responsibilities include taking the initiative to support the needs of guests from the moment of arrival through departure, ensuring all requests are addressed with enthusiasm and always following Nauticus policies and procedures while keeping in mind the mission of Nauticus.
Essential functions include but are not limited to:

• Stand and greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness 
• Act as host to each guest by demonstrating behavior that supports a positive, cheerful and professional attitude 
• Become familiar with Nauticus – history, accomplishments and future goals
• Go beyond what is expected – deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage
• Operate the computerized admissions system correctly to properly process all guest needs, including ticket purchasing, add-ons, memberships, Tours, and any other updates to the system as directed by the manager. 
• Use suggestive selling and service techniques to capture sales opportunities for additional items, such as Memberships, and Tours.
• Ensure proper money handling procedures are being followed including those for cashier drawer reconciliation, ticket and coupon redemption, change fund verification/exchange, and large bill drops.
• Maintain good communications with staff and disseminate pertinent information in a timely manner.
• Provide first- and second-level service recovery as needed through active listening and offering solutions that successfully balance guest & Nauticus needs. Understand when to solve the problem and when to engage a department manager or leader.
• Observe team performance and address concerns timely, and professionally and relay feedback and concerns to the Guest Services Coordinator. 
• Ensure team members are updated and knowledgeable about Nauticus current events by helping lead the Morning Meeting.
• Provide training to all new employees and ensure consistent messaging and communication of expectations. Assist with keeping printed training materials and operations guides up to date.
• Support the Battleship Manager as needed with administrative tasks, team supervision and greeting guests to the battleship.
• Participate in Nauticus Events, activities, and serving on committees as approved.

Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with a two year associate's degree, diploma or equivalent from a college, technical, business, vocational, or correspondence school. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.

One years' experience in customer service.

Preferred Education/Experience:

• 2-3 years of customer service experience; or equivalent combination of education and experience. 
• Must be enthusiastic, motivated and enjoy working with people. 
• Must be able to demonstrate excellent cash handling skills, including counting money, calculating change, and accurately recording a transaction. 
• Outstanding customer service skills, with demonstrable ability to act on a dime to address a service need.
• Strong basic computer skills, including using email, navigating the internet, and working in MS Office applications.
• Ability and willingness to work a flexible schedule including weekends, holidays and occasional evenings.
• Ability and willingness to work outdoors in a variety of weather conditions.
• Ability to work with a team and independently.
• Ability to follow written and verbal instructions 

Work Location: 1 Waterside Drive, Norfolk, VA 23510

Work Hours:  Flexible schedule required, must be available to work consistently Saturday and/or Sunday’s, some evenings, and holidays. 40 hours per week.

Salary : $42,016 - $70,391