** GUEST SERVICE SPECIALIST**

**Job Category****:** SALES & SERVICES **Requisition Number****:** GUEST01357 Showing 1 location **Job Details**

**Description**

PRIMARY FUNCTION:

Ensures that visitors select the ticket that allows them to tailor the Colonial Williamsburg experience to best meet their needs while also maximizing revenue. Handles and counts money, processes prepaid and consignment sales, operates a computer and cash drawer. Ensures that all income is collected and secured. Assures a quality visitor orientation process by providing information necessary for the optimum Historic Area experience. Responds to customer requests and questions regarding Colonial Williamsburg tickets and programs. Provides exceptional customer service.

WORK TO BE PERFORMED:

Provides exceptional customer service by:

* Representing the Colonial Williamsburg Foundation as the first person our visitors meet.

* Welcoming visitors and assessing visit requirements.

* Providing information to meet visitor needs.

* Using a computer to access the CW Intranet in order to research visitor questions and provide information.

* Assisting in the selection of admission tickets and programs.

* Using a Mobile Ticket Unit to sell special program tickets in the Historic Area

* Ensuring the needs of the disabled are met.

* Troubleshooting and resolving routine customer problems and complaints.

* Operating an automated ticketing system accurately; meeting all proficiency requirements.

* Opening and closing the Visitor Centers public spaces and satellite locations.

* Entering accurate customer profile information into the ticketing system.

* Monitoring and controlling the flow of traffic through the theaters and in queues.

* Operating the theaters and introducing films.

* Maintaining the stock of supplies needed by visitors.

* Working a variety of assigned locations to include indoor and outdoor sites.

* Conducting surveys at the Visitor Center and in the Historic Area.

Generate revenue by:

* Persuading visitors to purchase admission and program tickets.

* Promoting Colonial Williamsburgs retail sales, lodging, and dining facilities.

* Selling general admission and special program tickets across the counter or by phone.

* Asking guests if they would like to make a donation to the Foundation

* Processing all discounts and sales promotions while adhering to all policies and procedures.

* Accurately processing consignment vouchers and posting payments to appropriate accounts.

* Maintaining accuracy in cash handling and all other forms of payments.

* Validating advance ticket sales.

* Accurately creating customer profiles.

Create a positive work environment by:

* Maintaining constructive relationships.

* Taking initiative to make things better.

* Leading by example.

* Following departmental policies and procedures.

Maintain and enhance the skills and knowledge required by:

* Attending Colonial Williamsburg programs.

* Participating in internal and external training programs.

* Attending department meetings and briefings.

Perform other duties as assigned.

QUALIFICATIONS:

Possess or has the potential to gain quickly the core competencies usually gained through completion of a high school education/G.E.D. Successful completion of training and demonstration of ability on point of sale computer system. Ability to work a variety of locations and shifts, including nights, weekends and holidays.

Possess the following skills and abilities:

* Excellent verbal and written communication skills.

* Ability to quickly learn the geography of the area in order to provide comprehensive directions.

* Ability to assimilate large amounts of information and organize it to respond to visitor needs.

* Ability to follow oral and written instructions.

* Work individually and as a team member.

* Ability to lift and carry 25 pounds.

* Ability to stand and walk for extended periods and distances.

* Ability to solve problems, make decisions and handle multiple priorities.

* Ability to present verbal information to individuals and large groups.

**Benefits:**

* Beautiful historic setting

* Competitive benefits for eligible employees include:

* health insurance

* pension plan

* vision plan

* medical and dependent care flexible spending accounts

* Sick, vacation, and holiday pay

* 401(k) plan with a portion of contributions matched

* life insurance

* long-term disability

* accidental death and dismemberment insurance

* group travel accident insurance

**About Colonial Williamsburg:**

From our Historic Area to Hotels, Colonial Williamsburgs mission that the future may learn from the past is part of everything we do. The Colonial Williamsburg Foundation is a private, not-for-profit educational institution welcoming guests to the worlds largest living history museum which brings the past to life through museum theater, 18th-century trades, historic sites, and more. The Foundation also includes two world-class art museums, featuring the nations premier folk art collection, plus the best in British and American fine and decorative arts from 16701840. The Colonial Williamsburg Company boasts a rich history as well, having hosted and entertained guests from around the world with an impressive collection of amenities including our hotels, guest homes, food and beverage outlets, championship golf courses, and spa & fitness center.

**Our Team:**

Universal acceptance for everyone, everywhere is at the heart of the Colonial Williamsburg Foundation. We promote diversity & inclusion of thought, culture, and background, which connects our entire team. As such, Colonial Williamsburg is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.

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