Lead Guest Services Associate

Title: Lead Guest Service Associate

Position Reports To: Director of Guest Services & Membership

Direct Reports: N/A

FLSA: Full Time//Non-Exempt

Salary/Hourly Rate: $17.43/Hour

Position Summary: The Lead Guest Service Associate is an hourly, full-time position responsible for ensuring a world-class experience for Butterfly Pavilion's guests. The Lead Guest Services Associate has strong interpersonal skills, a customer-service mindset, and a willingness to assist at all times. The Lead Guest Service Associate will work alongside the Guest Service & Membership Coordinator in the day-to-day operation of the Admissions Desk, the supervision of Guest Services Associates and the satisfaction of Butterfly Pavilion's guests.

Essential Functions & Responsibilities:

• Set the tone for Guest Services by creating a welcoming environment, greeting each guest as they arrive, processing their admission requests with accuracy and enthusiasm, and providing superb customer service.
• Oversee all aspects of the admissions process, including but not limited to, cash handling, processing of coupons and discounts, providing information to guests face-to-face, via email and phone communications. Collection of admissions data, and other duties as assigned.
• Answer all guest questions and incoming calls.
• Be knowledgeable about all happenings at the Butterfly Pavilion, including programs, events, classes, etc. and accurately share the information with visitors through various means including face-to-face interactions, phone & email communications and social media efforts.
• Keep all Guest Services Associates informed and updated on all happenings at the Butterfly Pavilion, including programs, events, classes, etc.
• Act as secondary cash handler and Admissions Desk supervisor.
• Oversee process of incoming memberships through a variety of areas including the admission desk, on-line and postal mail including data input into point of sale, and creation of membership packet.
• In charge of data entry for all new and renewed memberships.
• Train new Guest Services Associates methods of daily opening and closing of front desk as well as counting drawers and preparing the daily deposit.
• Performs other duties as requested.

Competencies

• Build relationships
• Teamwork and cooperation
• Detail-oriented
• Communication skills
• Technologically Savvy
• Decision making
• Department Knowledge
• Conflict Resolution

Qualifications/Experience:

• Outgoing, self-motivated person who enjoys working with the public.
• Ability to work effectively in an innovative, fast-paced, and multi-tasked environment.
• Ability to work flexible hours with a varied schedule, including weekends, some evenings and holidays.
• Ability to communicate and work effectively with a wide variety of people.
• Ability to pay close attention to detail.
• Work well individually and as a team and have strong verbal and written communications.
• Ability to take initiative; have good follow-through, and excellent organizational skills
• Prior experience working in customer service, visitor services or relations, retail or tourism.
• Experience in using Microsoft Office software, internet, and Point of Sale Systems.
• Knowledge of selling procedures, and cash handling experience a must.
• Experience with prioritizing and managing multiple tasks/projects to meet deadlines.
• Skilled in time management including ability to organize, prioritize and multi-task.

Work Environment / Physical Requirements:

While performing the responsibilities of this position, these work environment characteristics are representative of the environment the position will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this position.

At Butterfly