Guest Services Representative

Chattanooga Concierge

FLSA Status: NON-EXEMPT                               Job Department: Administration

Direct Supervisor: Operations Director          FT/PT:  Part Time

Team Scope

The Chattanooga Information Center is located on the Aquarium Plaza in Downtown Chattanooga, and the Chattanooga Concierge plays a valuable role in the visitor experience by  approaching, welcoming, and providing information about Chattanooga to visitors in the Aquarium Plaza. Chattanooga Concierges may also provide information services at events, as needed. This is a part-time/on-call position housed in the Administration Team.

Core Responsibilities

• Embodies the “one of us” attitude by ensuring an exceptional experience to visitors to the Aquarium Plaza by approaching and welcoming them in a friendly and informative manner.
• Facilitates Touchscreen kiosk interactions, assisting visitors by demonstrating kiosk usage and making informed suggestions for activities.
• Stays up to date with Chattanooga information and is familiar with the VisitChattanooga website including local attractions, price points, restaurants, etc.
• Sells merchandise on site or remotely at events.
• Demonstrates integrity and accountability by keeping abreast of employee scheduling needs and attending scheduled shifts.
• Ensures assigned tasks are completed in a professional, proficient, and timely manner.
• Uses the internet and other resources to answer guests’ questions.
• Lifts, carries, and distributes 16-to-35-pound boxes of printed collateral and merchandise.
• Lifts and helps set up 70 lb tent and 8 tent weights of 37.5 lbs each with other team members or occasionally by oneself.
• Orders supplies from the Chattanooga Tourism Co. main office.
• Responsible for company keys.
• Assumes other tasks as assigned by Operations Director, Chief Operating Officer, or other individuals in leadership.

Qualifications

Education

• High School current enrollee or degree, or equivalent, or higher preferred.

Experience

• Knowledge of Chattanooga and the Hospitality Industry preferred.
• Demonstrated history of working in customer service within a team environment preferred.

Core Competencies

Position Specific

• Friendly and outgoing, approaching and engaging visitors to the Aquarium Plaza.
• Accountable and timely, attending scheduled shifts and providing an exceptional guest experience.
• Proficiency with basic phone apps and Apple/Android devices.
• Willingness and desire to learn.
• Excellent verbal communication skills.
• Familiarity with relationship building.
• Exceptional customer service skills.
• Salesmanship is highly desired.

Teamwork

• Interacts with team members, managers, and customers effectively.
• Able and willing to share and receive feedback.
• Cooperates within the group and across groups.
• Supports group decisions and puts group goals ahead of own goals.
• Draws on the strengths of team members.
• Attributes achievements to team effort.
• Able to support other staff members of the Chattanooga Tourism Co. to further promote the effectiveness and success of the organization.

Physical Requirements *

• A complete range of motion is required in the position including but not limited to balancing, carrying, climbing, crawling, grasping/handling/feeling, kneeling, lifting (up to 70 lbs.), listening, pulling or pushing, reaching, running, seeing, sitting, standing, stooping, talking, walking, etc. Team members may be required to walk up to one mile during shift. Team members may be required, per above, to carry and set up heavy equipment alone. Team members are typically required to stand and walk for the entirety of their shift.
• Driving or riding in a vehicle may be required.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• The current work environment is indoor/outdoor at the Chattanooga Information Center. Chattanooga Concierges are expected to stand, walk, and communicate with visitors for the duration of their shift. Weekday & weekend hours are typically in the range of 10am-5pm, with some earlier or later shifts, depending on event service needs. Work will be performed fully indoors, fully outdoors, or a combination of the two at the Chattanooga Information Center and elsewhere depending on event needs.
• This job requires team members to, on certain occasions, work in a confining space, dirty environment, extreme temperatures or weather conditions, air contamination (strong odors, smoke, etc.), improper illuminations, loud noises, etc.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary : $15