Jobs

Position: Guest Services Coordinator
Location: 5055 Hope Road. Vale, NC 28168 
Compensation: Full time hourly, $20/hour with benefits:  health, dental, vision and life insurance
Work Schedule: Tuesday to Saturday, 9am to 5pm; Saturday hours may vary subject to the class and event schedule

General Function

The Guest Services Coordinator is the first point of contact for all visitors and is responsible for providing a welcoming and helpful customer service experience.  The Guest Services Coordinator serves as the front-of-house contact, including member and guest check in, visitor orientation, customer service, retail service, and ticket and membership sales.  A key function of this role is to maximize revenue opportunities by influencing and encouraging visitors to make purchases.  The Guest Services Coordinator also performs clerical support tasks and coordinates venue rental and group tours.

Essential Duties

• Customer Service

  • Staff the front desk and screen access during open hours

  • Welcome guests in a way that creates a positive first impression

  • Serve as point of contact for members, volunteers, guests, and contractors onsite

  • Communicate with guests in a way that adds value to their experience and seeks to surpass their expectations.

  • Serve as an expert in ticketing, membership, group tours, retail sales and rental opportunities

  • Seek out opportunities to proactively encourage donations, membership purchases, and ticket sales in guest interactions

  • Coordinate and book field trips; manage teacher communication, scheduling, contracts, chaperone questions, etc.

  • Communicate and support folkways instructors and oversee participant check-in

  • Develop and follow a group tour strategy

  • Assign group tours to the appropriate staff member based on data that is gathered about the group during the booking process

  • Answer phone calls and monitor voicemail/text messages on the office line to ensure that all messages are addressed in a timely manner

  • Respond to customer service emails and web form inquiries, forwarding inquiries to the appropriate staff member

  • Track volunteer hours for annual reporting

  • Operate a small gift shop at the check-in table

• Office Management

  • Open the Education Center daily

  • Maintain general safety and security protocols

  • Order supplies as requested by the team

  • Maintain the office calendar, files and cleanliness of databases

  • Maintain inventory of gift shop merchandise

  • Assist with event set up, break down, and general support for HSF programming

  • Assist with special projects, such as curation of exhibits, archiving, and research

• Venue Rental

  • Respond to venue rental inquiries

  • Develop a rental strategy that includes proactively secure venue rentals

  • Establish process and procedures for thorough and timely correspondence throughout the rental process from inquiry to post event follow up

  • Meet with clients to determine layouts, vendors, set up/rehearsal times, and to establish appropriate expectations.

  • Issue contracts, collect payments, schedule and conduct venue tours

  • Recruit, onboard, and retain contracted venue staff

  • Coordinate staffing for all private events

  • Perform venue set-up and tear-down

  • Schedule linen cleaning

  • Maintain inventory of venue supplies

• All other duties as assigned

Qualifications

• Minimum three years of experience in a related field

• High school diploma

• Commitment to the mission and values of the organization

• Experience working with the public

• Must have a valid driver’s license

• Must be able to lift 50 pounds