Guest Experience Host PT GETS

SUMMARY OF POSITION:

This position represents Gettysburg Scenic Railway as a tour guide and ensures that passengers receive a safe and pleasant journey by interfacing with passengers in a friendly and informed manner.  Job duties may vary between Car host, Ticket Agent or Concession Host depending on business needs.

The Gettysburg Scenic runs on a Thursday through Monday schedule including weekends and holidays. Staff will be expected to work hours during these assigned days and be available for weekend and holiday scheduled work.

CAR HOST ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Attend safety briefings (pre-trip).
• Verify assigned car is prepared and ready.
• Assist in loading and unloading of passengers.
• Maintain safety rules.
• Be knowledgeable about the train, individual cars and scenic highlights.
• Respond to any customer inquiries with accurate up-to-date information.
• Provide superior customer service.
• Maintain a current working knowledge of all events, services, and procedures by reviewing event information sheets and posted or verbal communication.
• Provide First Aid/CPR/AED in the event of emergencies.
• Strong customer service skills with the ability to resolve customer conflicts, should they arise.
• Read, write and communicate effectively with co-workers and the general public.
• Deal professionally, courteously and tactfully with the public and coworkers.
• Flexibility to work nights, weekends and/or holidays when needed, particularly during the Fall peak season.   
• Additional duties as assigned.

TICKET AGENT/GIFT SHOP ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Daily batching; ticketing, verifying special requests, processing documents and reservations.
• Answering phones and taking phone reservations.
• Provide information and offer additional services to guests to enhance their experience with the Gettysburg Scenic Railway.
• Greets arriving guests and walk-up customers. Make reservations as needed.
• Follow all cash handling policies and procedures. 
• Call customers to advise of event changes and/or cancellations; as may periodically be required.
• Respond to customer inquiries with accurate up-to-date information.
• Update Gift Shop inventory to include stocking shelves and pricing items.
• Maintain the cleanliness of the overall Gift Shop area.

CONCESSION HOST DUTIES AND RESPONSIBILITIES:

• Provide superior customer service at all times.
• Update concession car inventory to include stocking shelves and pricing items.
• Effectively operate a Point-of-Sale system, including handling cash, processing credit card payments/batches, making deposits and reconciling cash drawer balances at the end of shift.
• Prepare concession items as needed based on expected daily passenger count.
• Maintain the cleanliness of the overall concession area.
• Close, clean, and secure the Concession Car at the end of business.

 REQUIREMENTS:

• Proven customer service experience.
• Friendly, courteous demeanor.
• Excellent communication skills.
• Ability to multi-task efficiently & effectively.
• Work both independently and as a team.
• Ability to think through problems and come up with solutions.
• Self-motivation and the ability to work with minimal interference.
• Must pass all required assessments.
• Must pass a background screening.
• May require a post-offer medical examination, including drug and physical capabilities test.
• Strict disciplinary policy regarding inability to report to work within proper time frame, or failure to accept a call for work. 
• Certified or willing to obtain certification in First Aid/CPR/AED.
• Valid Driver’s License

COMPETENCIES: 

• Verbal comprehension

       Understand oral and written communications, both general and technical.

• Communication skills

       Provide clear instructions/directions.

• Reasoning skills

       Problem solving and troubleshooting skills.

• Time Management

Values time and manages time effectively.  Effectively prioritizes and can manage a broad range of activities

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Frequently required to sit, stand, walk, climb steps, handle objects, reach with hands and arms, write, talk, type and hear. Associate is occasionally required to sit, stoop, bend and/or kneel and lift and/or move up to 35 lbs. 

SAFETY:

Safety is the cornerstone value in our Company. Our employees are expected to live our values on the job in how we work, how we act, and how we create value. Safety is a personal responsibility.  We are professionals and our activities must reflect that professionalism. Each team member must demonstrate safety advocacy every day – regardless of their role in the Company.  Compliance with safety and operating rules is required and essential to our own safety and that of others.

“The Patriot Way.”

At Patriot, we value our relationships – with our customers, employees, shareholders, communities and other stakeholders. We know that safety, integrity, reliability, ethical behavior and exceptional customer service are critical to building and maintaining strong, mutually beneficial relationships. Everyone at Patriot – from the mailroom to the boardroom – embraces those values. More importantly, as a team, we make it our business to demonstrate them in everything we do. It’s “The Patriot Way.”