Guest Ambassador - PT & PTFlex

Description

Principal Function: The Guest Ambassador is responsible for serving as the front-line communications link between Conner Prairie and its guests by providing complete and accurate information and enhancing the guest experience by providing excellent customer service in person, on the phone and via digital communications.

Essential Duties and Responsibilities:

1. Provides exceptional customer service to all guests in all interactions in person, on the phone, or via digital communications. Goes above and beyond to exceed guest and member expectations.
2. Works in various locations throughout Guest Relations and Membership Department to include Ticket Desk, Membership Desk, Information Desk, Entry Gates, 1859 Balloon Voyage ticket kiosk, and other areas as required.
3. Utilizes Blackbaud Altru point of sale and database system to include selling tickets; taking reservations for festivals, programs and special events; membership sales; data entry according to established standards and constituent record clean-up.
4. Collects various types of payments for transactions, following proper cash handling procedures and consistently balances cash drawer to zero at the end of each shift.
5. Prepares for daily operations by reviewing upcoming and occurring events and programs, securing cash bags from the Guest Services Office, ensuring work area cleanliness and organization.
6. Uses active listening and problem-solving skills to understand and quickly resolve guest problems or complaints. Takes note of comments and trends and keeps department leadership informed of issues that are resolved or in need of additional review.
7. Keeps abreast of all programming and general information and undertakes any duties, jobs or opportunities deemed necessary and appropriate by the Guest Relations and Membership Manager or Director of Guest and Member Relations.

Education and/or Experience: High School diploma or general education degree (G.E.D). Customer service experience preferred; previous experience working in the museum and/or entertainment park industry is desired.

Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Competencies: To perform this job successfully, all employees at Conner Prairie should demonstrate the following competencies:

• Customer Service Responds to requests for service and assistance; Manages difficult or emotional customer situations focusing on listening without interrupting and keeping ones emotions under control; Solicits customer feedback to improve service; Maintains confidentiality and meets commitments; Remains open to others ideas and tries new things.
• Teamwork Balances team and individual responsibilities; Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyones efforts to succeed.
• Diversity Demonstrates knowledge of EEO and DEAI policies; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizations goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Professionalism Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality/Quantity Demonstrates accuracy and thoroughness; Looks for ways to promote and improve quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in a timely manner; Strives to increase productivity and works quickly.
• Safety/Security Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality/Dependability Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and events on time; Follows instructions; Responds to managements direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternative plan.

Job-related Competencies To perform this job successfully, employees in this job should demonstrate the following competencies:

• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Other Skills and Abilities: The following skills and abilities are either required or desired.

• Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint, Adobe Creative Suite, Blackbaud Altru.
• Exceptional customer service skills are required.
• The ability to operate a computer, printer, copy machine, scanner, and other office equipment is required.
• The ability to speak, read and write in English is required. Spanish is desired.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; and talk or hear. The employee frequently will sit; and reach with hands and arms. The employee occasionally will stand; walk; climb or balance; stoop, kneel, crouch or crawl; taste or smell; and lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is exposed to working near moving parts and the risk of electrical shock when working with office equipment and outdoor weather conditions. The noise level in the work environment is usually moderate. Representatives working in the Great Hall and the Balloon Kiosk will experience some higher levels of noise during busy operating hours.

Conner Prairie is generally open from 10:00 a.m. to 5:00 p.m., Tuesday through Sunday; the typical work day is from 8:30 a.m. to 5:00 p.m. This position may require work beyond these hours when open for special events.