Visitor Services Associate (VSA)
Reports to: Visitor Services Manager
Job Posting Expires: Open Ended*
- Position Title: The Valentine Visitor Services Associate
- Job Objective:
The Visitor Services Associate has responsibility for implementing the daily procedures at the front desk. He/she is a primary source of access and communication within The Valentine. This person answers and directs phone calls or other inquires, processes admissions fees, takes and processes reservations for the public walking and bus tours, assists the museum store with sales, helps to provide security for The Valentine by issuing badges and keeping logs for visitors to restricted areas, and provides Wickham House tours when necessary in the absence of a volunteer. Weekend availability required.
Reporting Supervisor: Director of Retail Operations & Visitor Services Manager
- Positions Supervised: None
- Attire: Uniform (The Valentine Shirt) / Black or Khaki Pants
- Wage & Hours:
Part-time hourly position. Hours per week will vary, with no less than 4 hours per scheduled work week.
- Core Job Responsibilities and Duties:Programs and Tours –
Direct calls concerning group tours and programs to the proper sources. Take individual reservations for walking and bus tours for the public tour season. Give directions to starting points for public tours or to The
Valentine location. Guide visitors gathering for public bus tours that depart from The Valentine, confirming reservations and party numbers. Aid and assist with promotion of programs and tours, based on The Valentine’s marketing plan.
Front Desk, Wickham House and The Valentine Freedom CenterProvide top-quality customer service for the front desk, museum store, house and Freedom Center tours. Directs phone calls to staff members and key resources.Advice visitors of pricing categories, ticket information, and the public areas of access. Process admission sales for individual visitors as well as for unexpected group visitations. Process admission sales for groups attending prearranged programs/bus and walking tours/The Valentine visits and/or Wickham House tours. Instruct inquiries of procedures for accessing the archival and collection’s materials. Process completed application forms and monies for archival and collections research appointments, while maintaining an access log for visitors entering those restricted areas. Maintain a daily security log of loaned keys and identification badges to staff, interns, volunteers, contractors, and guests. Validate parking for visitors and appointments, while maintaining a parking log for The Valentine lot. Sell validation stickers to the MCV parking deck, while recording any other validations given to visitors, appointments, or program participants parked there. Complete a daily reconciliation of sales — print reports of sales activities, and make a deposit of monies received. Print a daily appointment schedule — greet assigned visitors, and contact staff concerning arrivals. Provide parking attendant with a daily list of appointments requiring parking. Ensure entry log for staff, volunteers, and interns is properly displayed and dated. Keep the desk in good repair, displaying a clean, neat appearance to the public. Conduct informed Wickham House tours. Remain aware of the guests’ presence on House tours and attempts to guard the collections by restricting the touching of physical objects or other actions that might cause the structure or furnishings harm.
- Physical Demands:
The Visitor Services Associate must be physically able to stand and walk with a group for a minimum of 30 minutes and be able to climb narrow stairs. While performing the duties of this position, the Visitor Services Associate is regularly required to reach with hands and arms, speak for extended periods of time and listen.The Visitor Services Associate may be occasionally asked to lift and carry objects such as books or files weighing up to 15 pounds.Specific vision abilities required by this position include close vision and the ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Training Requirements:
The Visitor Services Associate will be provided with a training material. The Visitor Services Associate will spend time with the Retail & Visitor Services Manager, Curator of General Collections as well as shadow other experienced guides on their tours. Visitor Services Associates will then conduct a “preview tour” of his or her design for the supervisor or another guide or staff member. Once the tour is approved, the individual will begin work with the public.Supplemental articles will be furnished or recommended monthly to give the guidea better understanding of the period or specific issues.