Guest Experience Specialist

Join a World Class Institution

The Abraham Lincoln Presidential Library and Museum (ALPLM) is hiring a Guest Experience Specialist to enhance visitor engagement. This position works with the Guest Entry Manager to ensure patrons have a stellar ALPLM experience. The ideal candidate will have excellent leadership and customer service skills. We invite qualified applicants to apply for the position of Guest Experience Specialist and help ALPLM continue to chronicle the life of one of our nation’s greatest Presidents and the history of Illinois.

Job Responsibilities

• Under direct supervision serves as lead worker to lower-level staff.
• Serves as primary contact to community groups and liaison to tourism partners for group reservations requiring continuous follow-up through phone and email communications.
• Utilizes software system to manage account transactions and obtain financial reports.
• Performs various sales transactions and processes refunds/void transactions into the ticketing system.
• Communicates with visitors throughout their customer journey.
• Develops, promotes, executes and reports on assigned programs.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to the completion of high school and two (2) years of secretarial/business college and one year of office experience OR
• Proof of successful completion of high school and three years of office experience or three years of independent business experience.

Specialized Skills

• Requires working knowledge of office methods and procedures, practices, and work principles.
• Requires ability to organize, plan and schedule work.
• Requires ability to speak and write effectively and the ability to prepare and review management reports.
• Requires ability to utilize various agency databases and computer hardware and software programs.
• Requires ability to evaluate facts, data, and information logically to arrive at sound decisions/conclusions.
• Requires ability to establish and maintain satisfactory working relationships with coworkers and the general public.

Preferred Qualifications

• Prefers working knowledge of office methods and procedures, practices and work principles.
• Prefers working knowledge of the functions, goals and objectives of the Abraham Lincoln Presidential Library and Museum.
• Prefers working knowledge of the agency’s rules, regulations, methods and procedures as they relate to customer inquiries and explaining museum related benefits and services.
• Prefers skill to keyboard/type accurately at an established minimum rate.
• Prefers ability to organize, plan and schedule work.
• Prefers ability to receive, understand and follow verbal and/or written instructions.
• Prefers ability to speak and write effectively and the ability to prepare and review management reports.
• Prefers ability to utilize various agency databases and computer hardware and software programs.
• Prefers ability to evaluate facts, data and information logically to arrive at sound decisions/conclusions.
• Prefers ability to establish and maintain satisfactory working relationships with coworkers and the general public.

Conditions of Employment

• Requires ability to pass a background check.
• Requires ability to work at various times outside of normal office hours as needed.
• Requires ability to lift objects that may weigh up to 10 pounds.
• Requires ability to stand for extended periods during the course of duties.
• Requires ability to work with the public for a majority of the day.

The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

About Our Agency

The ALPLM is passionate in our mission to inspire civic engagement through the diverse lens of Illinois history and sharing with the world the life and legacy of Abraham Lincoln. As caretakers of a one-of-a-kind collection of artifacts, we consider our work to learn, teach, and share history a great honor. The people of the ALPLM strive to employ innovate approaches to create a positive impact for the future, as it can be inspired by the past. As preservationists of Illinois' diverse history, we strive to build, maintain, and make accessible a growing record of history for today's inquisitive explorers as well as those who shall, in the future, rely on our efforts. Our learning-centered agency insists on the values of honesty and integrity, intentional leadership, equitable collaboration and transparent accountability. The ALPLM boasts pristine facilities, a creative environment, and a professional staff with a variety of backgrounds and talents.

As a State of Illinois employee, you will receive a robust benefits package that includes the following:

• A Pension Program
• Competitive Group Insurance Benefits including Health, Life, Dental and Vision insurance
• 12 Paid Sick Days annually (Sick days carry over from year to year)
• 13 paid holidays annually - 14 on even numbered years
• 12 weeks paid maternity / paternity leave
• Deferred Compensation Program - A Supplemental retirement plan
• Optional Pre-Tax Programs such as Medical Care Assistance Plan (MCAP) Dependent Care Assistance Plan (DCAP) and more.

For more information about our benefits please follow this link https//www2.illinois.gov/coms/benefits/pages/default.aspx