Guest Services Coordinator
17 days ago
Naperville
Job Description Job Summary and Scope The Guest Services Coordinator position is responsible for providing exceptional visitor experience support and internal customer service to institutional departments regarding Naper Settlement’s operations, mission, programs and events. This position will set, by example, the tone and direction of the institution and department director through the execution of advanced level customer service in person and by phone and email. The Guest Services Coordinator will serve as an exemplary leader for Guest Services Representatives in the department through the execution of high-level administrative, operational and strategic support to the Director of Guest Services, including but not limited to serving as a central internal and community liaison for the Institution’s membership and special event volunteer programs. In coordination with the Director of Guest Services, this position will train and aid Guest Services Representative staff in daily tasks and customer service support. In addition, the Guest Services Coordinator role also provides staff coverage for ticket sales for daily general and special event admissions, group sales reservations, and program ticket sales, as well as small and large-scale rental coverage as scheduled. The Guest Services Coordinator position will be required to provide in-depth analysis and generation of wide-ranging reports utilizing data related but not limited to membership and volunteer programs along with weekly and monthly reporting. This position will be expected to become thoroughly proficient in all ticketing, reservation and volunteer tracking database systems utilized within the Guest Services department. This role does not consist of supervisory or budgetary responsibilities. Principal Duties and Responsibilities 1. PROVIDE high-level customer service to museum visitors, members, staff and other constituents with diverse interests and ensure a positive museum experience for these individuals. Ensure that customer needs are listened to and met with exploratory questions to further identify concerns, needs, and expectations as well as fully investigating visitor issues. a. Answer general customer inquiries via phone, email and in person. Redirect inquiries as needed while ensuring that customers have obtained required solutions. b. Maintain a strong familiarity with the institution’s daily calendar of programs, exhibits, events, tours, etc. to consistently and correctly answer customer questions, invite customers to register for programs, and convert tickets to annual membership. c. Cover front-end ticket sales for general admission sales, event ticket sales, etc. as scheduled weekly and monthly. d. Communicate with visitors of diverse interests to ensure a positive museum experience. 2. REQUIRED to work at all Naperville Heritage Society events that fall on Friday and Saturday evenings; Naper Nights (6 days), Oktoberfest (2 days), All Hallows Eve (2 days) and Howlin at the Moon (2 days)., 3. DEVELOP and maintain efficiency within Blackbaud Altru POS system to be proficient in all aspects of ticket sales, group sales and membership management to process ticket admission, membership transactions, refunds and other sales actions as required. Provide support to Guest Services Representative staff in system problem-solving issues. a. Build and maintain proficiency in Blackbaud Altru query construction and manipulation, along with system reporting mechanisms to produce weekly, monthly and annual reports as requested. b. Prepare and maintain all department sales process SOP documents including those associated with the Blackbaud Altru ticket sales, membership sales, etc. c. Coordinate and ensure the weekly completion of Blackbaud Altru duplicate record clean up. d. TRAIN and SUPPORT Guest Services staff on daily general operations including related but not limited to general office operations, general lobby/front-end operations, refunds, guest support and problem-solving matters. 4. SUBMIT all Guest Services department expense receipts for approval and processing following institutional practices and procedures. a. TRACK and MAINTAIN Guest Services department expenses receipt data for various accounts, ensuring that all workbooks are updated daily or weekly as required. b. Update Director of Guest Services with all pertinent information related to expense tracking. 5. SERVE as Guest Services Department lead for the overall museum Volunteer Program, coordinating with the Education and Special Events teams, focusing on increasing annual volunteer participation and volunteer retention levels. This responsibility includes, but is not limited to, the following: a. With Director of Guest Services, Director of Education and Site Experiences, Senior Team Leader to layout annual volunteer needs, recruitment plans and goals to increase volunteer engagement and retention. Prepare annual volunteer recap and coming year volunteer plan reports. b. Serve as Community Engagement Liaison – seeking out and attending Community events to promote Naper Settlement Volunteer Opportunities and increase long term volunteerism. c. Build relationships with local high school and college service organizations to build regular volunteer corps for special events and interpretive volunteers for museum general admission operations and program support. d. Act as main institutional contact, lead user and trainer for Volunteer Hub software, working with various Naper Settlement staff teams to ensure appropriate user access, set up and maintenance of annual volunteer registration process for all types of volunteers. Provide staff with user training as needed. a. Annually or as needed, review and update/refresh volunteer communications sent through Volunteer Hub for all volunteer levels and positions. b. Regularly perform VolunteerHub system maintenance including management of duplicates, inaccurately reported volunteer hours, new volunteer jobs and integrations with Blackbaud Altru. e. Work with the Director of Guest Services and Director of Operations to build a plan for the coming year’s special events Community Partnerships. With Director of Guest Services, prepare and distribute communications to annual special events Community Partners including contracts, registrations, and other communications. f. Work with Director of Guest Services to provide support to Weed Ladies volunteer group including, but not limited to, annual sales plans, communications to Marketing Department for advertising, and coordination with the Marketing Department for production of requested materials, purchases, etc. g. PROVIDE accurate data management and reports related to volunteer participation and retention statistics. h. Prepare and maintain all Guest Services department SOP documents associated with the VolunteerHub database management, integration with Blackbaud Altru, reporting, etc. 6. SERVE as Guest Services Department focused specialist pertaining to the Naper Settlement Membership program, including, but not limited to: a. Annual review of Naper Settlement membership plan benefits and fees and provide suggestions for membership program updates and changes. Annually collect comparative data regarding competitors’ membership programs for resource to work with Director of Guest Services to prepare annual Membership fees and benefits recommendations. b. Manage Neighbor Membership program, reviewing annually to make program details recommendations, keeping Guest Services staff and Director updated on most recent program parameters and changes, maintain updated SOP for Neighbor Membership program. c. Issue annual renewal of staff and Boards complimentary memberships including email communications about use of said memberships. d. Build and maintain member constituent relationships through phone, email and in-person contact for membership renewals and rejoins after accounts have lapsed. e. Prepare accurate, in-depth reports related to Membership sales, counts, etc. including monthly and annual Membership reporting, following SOP and annual membership reports. f. Enter all necessary changes in the membership program details within the Blackbaud Altru database when membership program updates are made by the institution. g. Prepare and maintain all Guest Services department SOP documents associated with Membership management including the Neighbor, Boards, staff, Community Partner and complimentary membership programs. 7. OVERSEE organization of special event front-end ticketing equipment and program totes. a. Ensure that all front-end event ticketing totes are prepared and stocked one week prior to special event dates including charging iPads, scanners, supply replenish. At the completion of each event, refresh all totes and return to storage location. b. Prepare program event remote ticket sales totes as requested by Learning Experiences department staff. Provide access to program event totes with receipt printers and other program event equipment for remote ticket sales. Ensure that all items are returned immediately after program event, checked and returned to designated storage location. c. Prepare and maintain Guest Services department SOP document associated with special event remote tickets sales equipment preparation and management. 8. SUPPORT the Director of Guest Services and Guest Services staff by ensuring teamwork, sharing of best practices and procedures, and complete job knowledge., 9. PERFORMS all other duties as assigned. The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the staff member a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position. Skills, Knowledge, Abilities and Essential Functions · Ability to work flexible hours, including nights, weekends and holidays as required. · Attentiveness to detail, excellent organizational skills and performance initiative. o Ability to proofread and check documents for errors, be well organized and pay attention to details. · Interpersonal Skills and Communication: Exceptional, friendly, professional customer service and interpersonal skills including awareness of accessibility needs and accommodations including aiding and offering accessible resources. o Effective verbal and written communication skills to support customer interactions by phone, email and in-person. o Ability to establish and maintain cooperative working relationships with museum customers and all institutional staff. o Ability to work collaboratively and contribute to the team’s and customer success. · Problem Solving: Ability to handle complaints, conflicts and difficult situations calmly to resolve issues. Ability to proactively anticipate and address various needs, inquiries and challenges and suggest and implement creative solutions that meet/support the institutional guidelines. o Skill in identifying issues and developing and presenting effective solutions. o Ability to introduce new ideas and approaches to improve processes. · Time Management and Adaptability: Proficient in multitasking and time management. Ability to adapt to changing needs and operations requirements and to remain calm, flexible and resourceful in high-traffic or high-pressure situations. o Able to adapt to changing needs and goals as directed by senior leadership, respond by completing special projects and assignments effectively and efficiently, and always analyzing appropriate data and checking results for reporting requests. · Technical Proficiency: High level proficiency and experience with Microsoft Office products that includes an exhibited history and thorough knowledge of the use of Excel for the entry, management and manipulation of data for internal and external reporting. In addition, a demonstrated aptitude for use of and in-depth knowledge of other computer applications. o Ability to check, analyze and organize data into concise, clear and readable reports for various audiences. o Experience with cash handling, including processing accepting payment, making changes and daily reconciliation, in addition to proficiency with operating systems and ticketing software. o Use of standard office equipment and knowledge of general office procedures required. o Ability to learn and work in a database system daily. Blackbaud Altru and Volunteer Hub software experience preferred but not required. • Ability to lift or carry 25 lbs. or more. An associate’s degree or higher is required with FIVE (5) or more years’ experience in administrative, high-level customer service, or museum environment position or retail operation. Valid Illinois Class A driver’s license Company DescriptionExperience History at Naper Settlement Naper Settlement is an outdoor history museum featuring 13 acres of learning and interactive opportunities for all ages. Located in downtown Naperville, Naper Settlement is just steps away from dining, shopping, and the Riverwalk. Visitors are immersed in history as they learn about the past and how it relates to the present, from pioneer times to today. Highlights include special events and programs and activities year-round, both on- and off-site. Our Mission: Naper Settlement creates community by connecting visitors to Naperville’s history through engaging, unique experiences. Our Vision: As a reflection of Naperville’s history, the vision of Naper Settlement is to be a vibrant site that fosters visitor, community, and business conversations and enriching, engaging educational opportunities. Our Values: Naper Settlement values education, preservation, quality visitor experiences, and community and public trust. More information about Naper Settlement can be found at . REQUIREMENT: PLEASE INCLUDE A COVER LETTER AND RESUME AND FILL OUT EMPLOYMENT APPLICATION at History at Naper Settlement\r\nNaper Settlement is an outdoor history museum featuring 13 acres of learning and interactive opportunities for all ages. Located in downtown Naperville, Naper Settlement is just steps away from dining, shopping, and the Riverwalk. Visitors are immersed in history as they learn about the past and how it relates to the present, from pioneer times to today. Highlights include special events and programs and activities year-round, both on- and off-site.\r\nOur Mission: Naper Settlement creates community by connecting visitors to Naperville’s history through engaging, unique experiences.\r\nOur Vision: As a reflection of Naperville’s history, the vision of Naper Settlement is to be a vibrant site that fosters visitor, community, and business conversations and enriching, engaging educational opportunities.\r\nOur Values: Naper Settlement values education, preservation, quality visitor experiences, and community and public trust.\r\n\r\nMore information about Naper Settlement can be found at . \r\nREQUIREMENT: PLEASE INCLUDE A COVER LETTER AND RESUME AND FILL OUT EMPLOYMENT APPLICATION at