Visitors Center Representative

Visitor Center Representative

Under direct supervision of the Director, the primary role of the Visitor Center Representative is to provide the ideal visitor experience to each person with whom he or she has the opportunity to interact with at the Front Royal/Warren County Visitor Center. The Visitor Center Representative must possess a sincere interest in visitors – placing them first and ensuring they have an exceptional and memorable experience within the Town and County, on the phone or through written communications. This is a Part-Time position with a maximum of 29 workinghours per week. FLSA Status: Non-Exempt

Schedule:

• Part-Time
• Open 7 Days a Week
• 9:00am - 5:00pm
• Weekends Required
• Holidays Required

All new employees must satisfactorily complete a background check. A conditional offer of employment may then be made contingent upon the successful completion of a physical exam that includes alcohol and drug testing. The Town of Front Royal is an equal opportunity employer in all aspects of employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, childbirth or related medical conditions, national origin, age, marital status, disability (physical/mental), family medical history, or genetic information, political affiliation, or veteran status.

Responsibilities

1. Visitors

• Position oneself on the floor close to the door. Greet every visitor upon entering the visitor center. Visitors should never reach the front desk for information before being greeted by the part-time staff. Staff should never have their backs to guests.
• Make conversation and assess the needs of each visitor by asking open-ended questions.
• Deliver excellent visitor service by answering questions, providing directions, and proactively offering suggestions and recommendations on dining and attractions based on the visitors' interests.
• Accompany visitors to various parts of the center to meet their needs.
• Actively seek information when answers are not readily available, including utilizing the internet, making phone calls, or asking other staff.
• Answering the phone and providing information to callers in an efficient and effective manner. Proactively offering suggestions on dining and attractions based on the caller's interests.
• Resolve any visitor or other issues promptly and professionally. Involve management when necessary.
• Bid each visitor a good day and invite them to return.

2. Processes and Procedures

• Utilize internet to access information for visitors and research on events and attractions.
• Operate and understand the telephone systems, be able to answer and forward calls, and place callers on hold. Practice proactive visitor service and professional telephone etiquette. Take complete messages for other staff members.
• Remain up to date on all Standard Operating Procedures
• Recognize and act on security risks.

3. Additional Duties

• When visitors are not present, ensure a clean work environment. (Dusting shelves, cleaning counters, emptying recycling and straightening back rooms, etc.)
• Offer suggestions for improvements in processes and procedures.

4. On-the-Job Education

• Remain up to date on events and attractions throughout the Town of Front Royal and Warren County area. When visitors are not present and other duties are finished, read the events section of the newspaper, review the internet for local happenings, explore the local menus, and read brochures from the racks.
• Remain informed about routes and fares for public transportation, trolleys, and taxis.
• Read the bulletin board daily for updates from management. Check VIC e-mail regularly for updates.
• Visit attractions when given the opportunity to build knowledge of Front Royal and Warren County and the surrounding areas.
• Maintain working knowledge of the DFR website to offer and sell room nights, process reservations, cancellations and changes.
• Offer and answer questions about DFR travel packages currently available, travel suggestions, hotel and restaurant recommendations; provide travel assistance.
• Maintain working knowledge of local maps, directories and routes to better inform visitors.
• Attend all scheduled staff meetings.

5. Other

• Set a positive example for other team members through adherence to all policies and maintaining a high standard of behavior, including your speech, actions, and dress.
• Adhere to all policies set for by the Director.

Requirements

• Education: High School Diploma/GED
• Experience: One (1) year of customer service experience preferred
• Reliable transportation to-and-from scheduled work time

Knowledge, Skills and Behaviors:

• Working knowledge of tourist attractions with ability and desire to learn more and teach others.
• Computer proficiency, including Microsoft Office Suite products; ability to develop spreadsheets and write reports.
• Ability to operate a computer, cash register or other IT equipment.
• Ability to communicate effectively, orally and in writing.
• A sincere interest in guests, placing them first and striving to ensure an exceptional and memorable experience in the visitor information center and city.
• Enthusiastic, energetic and positive attitude.
• Self motivated, dependable and able to work with a team.
• Ability to remain calm under pressure and resolve challenges.

Physical Requirements:

• Standing for extended periods in the Visitor Center or public events.
• Ability to lift boxes and climb ladder as well as other duties necessary to stock the Visitor Center.
• Vocal communication to exchange ideas; use hands to handle, or feel objects with repetitive motions, tools, or controls; reach with hands and arms; travel short distances within the office;
• View computer screens with visual acuity

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