Visitor Services Attendant, Shaw Nature Reserve

THIS IS A PART-TIME TEMPORARY POSITION WORKING 20 HRS. PER WEEK, MOSTLY WEEKEND WORK.

Summary: Greets and provides customer services to visitors at Shaw Nature Reserve in Gray Summit, Missouri. Visitor Services Attendants will welcome and direct guests ensuring the start of a positive visitor experience; Sell admission, merchandise, and memberships; handle cash and credit card transactions in an accurate and professional manner; provide information to visitors regarding Shaw Nature Reserve sites, attractions, special events, classes, and other information that the visitor may require in person or on the phone; drives truck or narrates in wagon for tours; and helps maintain public spaces within and surrounding the visitor center.

Essential Duties and Responsibilities:

• Welcomes, directs, admits, and provides information to Shaw Nature Reserve visitors from the visitor center or outside in the parking lot for special events.
• Processes admission, merchandise, and membership sales. Utilizes cash register and credit card machine or touch screen computer to process sales.
• Works with other staff to facilitate logistical arrangements for school programs and special events.
• Maintains a neat and clean Visitor Services’ work area at all times. Ensures a safe and secure work environment in compliance with Garden standards.
• Responds effectively to unanticipated situations. Is alert for opportunities to improve operation and service.
• Performs closing duties. Ensures all daily payments received have been reconciled and recorded, balances the drawer at the end of the shift, produces the daily report and other reports as needed. Notifies Visitor Services Supervisor of any discrepancies in a timely manner.
• Ensures that all applicable safety standards are followed. Adapts or modifies work methods to reduce hazards. Reports all accidents, injuries and near-miss accidents immediately.
• Drives truck while hauling the wagon or provides narration on wagon during hour-long wagon tours.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors/managers, volunteers, visitors and others
• Performs other duties as assigned.
  
  

Supervisory Responsibilities: This position has no supervisory responsibilities.

Competencies:

Communication – Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.

Collaboration –Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.

Accountability – Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues’ concerns.

Problem Solving – Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.

Stewardship – Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.

Qualifications/Experience:

• Minimum of six (6) months to one (1) year prior visitor/customer service experience required: assisting the public cooperatively and courteously required.
• Six months’ cash handling experience and completing credit card transactions required.
• Ability to provide guest service within a fast-paced mission based public attraction; strong focus on execution and sense of urgency required.,
• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and working in close proximity to general public, in a safe and friendly manner.
• Demonstrates highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures and systems.
• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision.
• Exceptional, organizational, time management skills, problem-solving and conflict resolution skills required; ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects in a timely manner.
• Adherence to all health and safety guidelines.
• Scheduling flexibility is required to work evenings, weekends, and holidays.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required
• The requirements and duties listed are representative and are not exhaustive of the knowledge, skill, and/or abilities required.
  
  

Education:

• High school diploma or the equivalent required.
• An equivalent combination of education, skills and experience may be considered.
  
  

Language Skills: Ability to communicate effectively in English (oral/written).

Mathematical Skills:

• H.S. basic math aptitude; requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals.
  
  

Reasoning Ability: Requires ability to exercise independent judgment to apply policies and procedures effectively.

Computer Skills:

• Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word).
• Ability to use e-mail to communicate with Garden staff.
• Ability search room reservation, membership, and program catalog databases.
  
  

Certificates, Licenses, Registrations: Must be able to obtain and maintain a valid driver’s license.

Physical Demands:

• Must be able to occasionally lift and carry up to 20 pounds.
• May be required to perform tasks at varying heights (i.e. climb ladders, etc.)
• Requires standing, walking, bending, stooping and reaching for extended periods of time-- 50% or more of the workday may be standing on feet.
• Ability to effectively utilize computer keyboard (typing) and touch screen monitor.
• Requires extensive speaking and interaction with people.
• Ability and willingness to work in varying temperatures and all weather conditions.
  
  

Work Environment:

• Comfortable working in immediate proximity to general public, in a safe and friendly manner, answering general questions regarding the Shaw Nature Reserve’s operations, events, facilities, etc.
• Ability to work in variable-paced, team-oriented environment. Must make good use of time, even when visitation is low.
• Ability to work outdoors in all weather conditions (i.e. in temperatures over 100ºF as well as temperatures below 0ºF, in rain, snow, and other inclement weather conditions as needed)
• Must wear Shaw Nature Reserve provided uniform shirts and jackets and adhere to all dress codes.
  
  

Supervisor (title not person): Supervisor, Visitor Services (SNR)