Specialist, Group Sales & Guest Support (Part-Time)

Job Summary

This position assists with administrative and customer service duties for Groups, Events and Guest Support. Working to ensure a high level of customer service, this position responds to general inquiries by email and telephone, assists with ticketing issues and questions, and offers support for group tours and facility rentals. This position supports the administrative staff by posting the daily schedules for each meeting room, overseeing the meeting room (virtual and onsite) schedules, ordering, inventorying and stocking office supplies and maintaining the copy machine.

Key Responsibilities

Group Sales: Provides assistance for all group sales related activities for daytime, evening, Halloween Nights and facility rentals. This includes maintaining positive existing client relationships, cold calling, prospecting and researching new group outlets and assist with marketing strategy for each based on results

Group Client Relations: Coordinating payments and post-tour follow up, providing receipts and asking for feedback. Maintains accurate and up to date client records in the ticketing database. Answers client’s complaints and inquiries.

Guest Support: Provides exceptional customer service and care by answering inquiries about all public programs, including Halloween Nights, through phone, e-mail, and occasionally in-person inquiries. Assists guests for Halloween Nights with group and single tickets, exchanges, refunds requests, reissuing tickets chargebacks, and answering support e-mails.

Copier Liaison: Coordinates all service requests for copier and oversees the stocking of all print supplies and copy reports. Works directly with vendors to ensure timely repairs and all maintenance for copiers.

Administrative Supplies and Workspaces: Manages supplies for the administrative staff and helps maintain the appearance and organization of shared work and storage spaces. This includes ordering, inventorying and stocking office supplies, sorting incoming mail, ensuring that the master calendar is accurate and up to date, and posting a daily availability schedule for conference rooms and virtual spaces.

In Kind Donation Program: Handling all aspects of the donation request program, including fielding inquiries, processing requests, and tracking.

Required Skills/Abilities

Must be highly motivated, organized, professional, and dedicated to sales excellence. Ability to work well within a team environment, yet comfortable completing tasks independently. Excellent listening and comprehension skills. Comfortable communicating via phone, email and in person.

Ability to provide pleasant, professional, customer focused service to a diverse constituency of visitors from a wide range of ages, backgrounds and interests.

Excellent computer skills required, including proficiency in Microsoft Office, Outlook, Zoom, Ticketure Ticketing System or similar ticketing/CRM system.

Leading up to and including Halloween Nights, the work schedule will shift from Monday-Friday 9:30 am – 1:30 pm schedule to include nights and weekends. Additional nights and weekends as necessary for Scout Day, Member events and other events.

Education and Experience

Requires a bachelor’s degree and 1+ years of hospitality experience required in attraction, museum, or similar venue.

Knowledge of Philadelphia and the tourism industry.

Calm under pressure.

Professional, mature, responsible, and enthusiastic attitude

Physical Requirements

Remote work is not available for this position. While the majority of work occurs in an office setting, some tasks must be completed on site. Please note that Eastern State Penitentiary is a stabilized ruin, so working conditions on site may not always be ideal.

Ability is required to lift and/or carry objects that weigh up to 30+ pounds without the aid of lifts or other special equipment when managing deliveries and supplies.

Prolonged periods of sitting at a desk and working on a computer, answering the phone, and typing.

Salary & Benefits

Salary: $19.50 / hour

This position is part of the collective bargaining unit.

About ESPHS

Eastern State Penitentiary Historic Site (ESPHS) is a museum interpreting the legacy of American criminal justice reform from the site of the world’s first penitentiary. The facility pioneered the large-scale use of solitary confinement in the early 19th century and housed approximately 85,000 people during its 142 years of operation. The building itself was an architectural wonder: it had running water and central heat before the White House, and its revolutionary wagon-wheel design has been copied by more than 300 prisons around the globe. Although the prison now stands in ruin, its story remains relevant today.

Today, Eastern State Penitentiary attracts hundreds of thousands of guests from around the world each year to explore the site’s fascinating past and contemplate some of the most critical issues facing our nation. Its innovative public history program draws connections to contemporary justice reform through an approach that values multiple perspectives, amplifies marginalized voices, and respects a broad range of visitors’ interests and learning styles. Eastern State Penitentiary Historic Site, Inc. is a 501(c)(3) Nonprofit Corporation that operates the penitentiary, a National Historic Landmark, as an historic site and museum.

Commitment to Diversity 

We strongly believe in the power of diversity, equity, and inclusion. We recognize that a diverse workforce brings together unique perspectives, experiences, and talents, leading to increased creativity, innovation, and better decision-making. As such, we actively seek out and value job applicants from all backgrounds, races, ethnicities, genders, sexual orientation, ages, or disability. Our commitment to DEI extends throughout our hiring process, ensuring equal opportunities and fair treatment for all candidates. We firmly believe that by fostering a diverse and inclusive workplace, we can create a stronger, more vibrant, and more successful organization.

Equal Opportunity Employer Statement

Eastern State Penitentiary Historic Site, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, gender expression, arrest record or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy regarding recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

ESPHS strongly believes in second chances and, as such, is committed to providing appropriate employment opportunities to those who have been incarcerated. As a condition of employment, all individuals who accept an employment offer must complete a criminal background check. Eastern State will review any criminal record and make appropriate employment decisions in accordance with applicable law and its policies.