What are the responsibilities and job description for the Guest Services Specialist (Visitor Services Assistant) position at Nauticus?
Description
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.
Department Hiring Salary Range: $42,016
Essential Functions
Essential functions include but are not limited to:
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
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.
If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.
The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.
Non-City
Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.
01
The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.
Please select the highest level of education you have completed.
Which computer programs are you efficient in using? (select all that apply)
Please select how many years of customer service experience you possess.
Describe what above and beyond guest service looks like to you?
06
Explain a time you had to give difficult feedback to an employee and what was the outcome?
07
Explain your leadership style?
08
This position requires the ability to work a varied work schedule, including weekends, evenings, and holidays. Are you able and willing to accept this work schedule?
Please indicate your veteran status. (A copy of your long form DD-214 may be required)
Are you a current or previous City of Norfolk employee?
Are you a qualified military spouse? (An individual who is certified by the designated local agency as being a spouse of a member of the United States Armed Forces)
If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A."
Required Question
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.
Department Hiring Salary Range: $42,016
Essential Functions
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.
- Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
- Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.
- Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.
- Retirement
If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.
- The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.
The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.
Non-City
Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.
01
The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.
- I understand and will answer the following supplemental questions completely and thoroughly.
Please select the highest level of education you have completed.
- High School Diploma/GED
- Some College (6 months or more)
- Vocational/Technical Degree
- Associate's Degree
- Bachelor's Degree
- Master's Degree or higher
Which computer programs are you efficient in using? (select all that apply)
- Microsoft Word
- Microsoft Excel
- Microsoft Teams
- PeopleSoft
- Laserfiche
Please select how many years of customer service experience you possess.
- No experience
- Less than 6 months of experience
- 6 months to 1 year of experience
- 1 to 2 years of experience
- 2 to 3 years of experience
- 3 or more years of experience
Describe what above and beyond guest service looks like to you?
06
Explain a time you had to give difficult feedback to an employee and what was the outcome?
07
Explain your leadership style?
08
This position requires the ability to work a varied work schedule, including weekends, evenings, and holidays. Are you able and willing to accept this work schedule?
- Yes
- No
Please indicate your veteran status. (A copy of your long form DD-214 may be required)
- I am not a Veteran
- I am a Veteran
- I am a Disabled Veteran
Are you a current or previous City of Norfolk employee?
- Yes - I am a current City of Norfolk Employee
- Yes - I am a previous City of Norfolk Employee
- No - I am not a previous or current City of Norfolk employee
Are you a qualified military spouse? (An individual who is certified by the designated local agency as being a spouse of a member of the United States Armed Forces)
- Yes
- No
If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A."
Required Question
Salary : $42,016