Visitor Services Assistant

Winterthur Museum, Garden & Library encompasses an unrivaled museum of American decorative arts in its mansion and galleries and a magnificent 60-acre naturalistic garden—all set on 1,000 gorgeous acres.

Winterthur employs a wide array of positions in the areas of curatorial, horticulture, education, conservation, library, maintenance, marketing, development, technology, and administration.

Winterthur offers a unique and rewarding experience that is rich in culture and natural beauty. Winterthur considers its employees and volunteers to be among its greatest assets and welcomes applications from candidates who will contribute their specific skills to its mission “to inspire, enlighten, and delight all of its visitors while preserving and enhancing [Winterthur]” and also uphold its core values of agility, excellence, innovation, integrity, inclusion, and transparency.

JOB DESCRIPTION:

The Visitor Services Assistant delivers exceptional customer service to all guests and visitors of Winterthur. The VSA is responsible for greeting, engaging, assisting and accommodating a positive experience. The VSAs report to the Manager of Visitor Services through Visitor Service Supervisors and provide information regarding tours, exhibitions, membership and all things related to Winterthur.

Compensation: $16.47

Benefits: 403b with employer match for eligible employees; discounts in the museum store and cafe; free general admission for you and your immediate family

Work Schedule:  variable

Responsibilities:

1. Ensure excellent customer service in a warm, friendly manner and assist in planning visitor’s experience. Facilitate check-ins and orientation.
2. Provide information about Winterthur, including general information, ticket and tour options, special events, and other visitor concerns.
3. Uses POS system to book advanced reservations or in-person sales for individuals and groups for tours, programs, special events, etc. Take payments, redeem coupons/promotions to ensure accurate and efficient ticket sales processing.
4. Implement outlined accounting procedures to efficiently transact money, balance cash drawer, credit cards and handle deposits. Take responsibility for efficient and accurate non-manager opening and closing, ensuring security of all money, locked bags, keys and valuable promotional offers. Convey cash discrepancies to supervisor.
5. Review instruction documents, emails, Winterthur website and Master Calendar to stay updated on procedures, activities, etc. in order to best serve Winterthur’s visitors.
6. Collaborate with other Visitor Engagement staff to coordinate tours, programs, etc.
7. Sell memberships and provides membership support
8. Maintain contact with group leaders for scheduled group tours to confirm visit, counts and payments. Notify appropriate staff of cancellations or significant changes. Coordinate with Restaurant Associates for group dining needs. Welcome and organize group tours to ensure scheduled activities flow smoothly.
9. Perform administrative tasks, such as checking in guests at programs, when needed, and compiling mailing lists of prospective and current program participants, or sending thank you emails/program evaluations to participants; encourage repeat visits.
10. Assist in general office/area tasks: restocking brochures and ticket stock, fulfilling donation requests, responding to “Tell the Director” notes and emails received via the Winterthur website. Maintain a clean and safe environment for visitors. Notify appropriate staff of housekeeping or safety issues.
11. Assist with program set-up or tear-down.
12. Attend staff and training sessions to include taking of museum tours.
13. Ability to provide basic reports from ticketing system upon request from other staff in absence of Manager of Visitor Services.
14. Assist volunteers working in reception areas, keeping them informed of current events and programs.
15. Assist visitors with museum amenities including accessibility resources, coat room, lockers, etc. Perform crowd control when necessary.
16. Assist in training of new employees
17. Ensure that all sales are finalized at the end of every month for accurate attendance and revenue figures. Assist in the process of collecting attendance for events beyond museum tours, programs and special events – e.g. weddings, corporate events, etc. Entering those numbers into ticketing program so that an accurate overall attendance is available in one system.

Minimum Experience: High School Diploma, or equivalent, with 1-3 years of sales/call center and customer service experience

Preferred Experience: Bachelor's Degree with experience in museum setting and/or ticketing software. Knowledge of Delaware/Brandywine Valley area

Knowledge/Skills:

1. Customer service
2. Excellent interpersonal and organizational skills
3. Cash handling
4. Ability to understand and apply a large level of detailed information
5. Basic math skills
6. Multitasking
7. Listening skills
8. Strong computer skills. Ability to learn ticketing software application

Essential Functions:

1. Ability to sit/stand for up to 8 hours at a stretch. Bend, reach, lift up to 25 lbs., and walk about and between reception areas
2. Available nights, weekends, holidays, to include 3 days following Thanksgiving and week between Christmas and New Year’s.