Shaw Nature Reserve, Visitor Experience Representative

Summary: The Visitor Experience Representative welcomes our visitors in a friendly and professional manner, providing necessary information or guidance to support a positive experience at Shaw Nature Reserve in Gray Summit, Missouri. Visitor Experience responsibilities include: providing excellent customer service to include selling admission, merchandise, and memberships; processing cash and credit card transactions accurately and professionally; providing information to visitors (in person or by phone) regarding Shaw Nature Reserve sites, attractions, special events, classes, and other relevant information.   

Essential Duties and Responsibilities:  

• Welcome, direct, admit, and provide information to Shaw Nature Reserve visitors, greeting guest from the visitor center or in the parking lot during special events. 
• Process admission, merchandise, and membership sales. May require use of cash register, credit card machine or touch screen computer to process sales.   
• Work with other staff when needed to assist in facilitating logistical arrangements for school programs and special events. 
• Maintain a neat and clean Visitor Services’ work area at all times, including monitoring team resources such as supplies and equipment 
• Perform established closing duties, including but not limited to: reconcile and record daily payments received, balance the drawer at the end of the shift, and produce appropriate reports as needed. 
• Provide first-level resolution to customer issues, including investigating and troubleshooting online, on site and telephone ticketing issues. Work with VS Supervisor or Information Technology to provide feedback or note issues with ticketing hardware or software.)
• Assist with training and orientation of new visitor services staff members and volunteers. 
• Prepare weekly reports for public-facing staff members.
• May conductor provide narration on the wagon during hour-long tours.
• Responsible for on-going projects related to social media, visitor information and wayfinding, and interpretation.
• Assists in the development and implementation of promotional strategies to highlight current Nature Reserve happenings through social media channels. 
• Assists in the setup and facilitation of public events and private rentals. May provide guidance during Events when Event Coordinator or VS Supervisor are not available. Duties include, but are not limited to, checking in staff and volunteers, setting up and taking down signage on grounds, assisting with ticketing and lines, helping visitors with questions or inquires, and ensuring exhibit displays are operating properly. 
• Ensures that all applicable safety standards are followed (i.e., inform employees of safety rules and safe working practices and routinely monitors to enforce them. Adapts or modifies work methods to reduce hazards.  Reports accidents and injuries.)
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors/managers, volunteers, visitors and employees.
• Performs other duties as assigned.  

Supervisory Responsibilities:  

• May provide oversight or guidance in absence of Supervisor, Visitor Services. 
• Coordinates the activities of assigned volunteers. 

Competencies:  

• Communication – Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations. 
• Collaboration –Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences. 
• Accountability – Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues’ concerns.
• Problem Solving – Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship – Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours. 

Qualifications/Experience:  

• Minimum of one (1) year prior visitor/customer service experience required: experience assisting the public cooperatively and courteously is a plus.  
• Minimum of one (1) year prior cash handling experience and completing credit card transactions strongly preferred.  
• To conduct wagon tours, must have minimum of three years driving experience.  
• Ability to provide guest service within a fast-paced mission-based public attraction; a strong focus on execution and sense of urgency required., 
• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and working near the general public, in a safe and friendly manner.  
• Demonstrates the highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures, and systems.  
• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision.  
• Exceptional, organizational, time management skills, problem-solving, and conflict resolution skills required; ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects promptly.  
• Adherence to all health and safety guidelines.  
• Scheduling flexibility is required to work evenings, weekends, and holidays.  
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests.  All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date.  The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines.  When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.    
• The requirements and duties listed are representative and are not exhaustive of the knowledge, skill, and/or abilities required.  

Education:  

• High school diploma or the equivalent required. 
• An equivalent combination of education, skills, and experience may be considered.  

Other Skills and Abilities: N/A  

Language Skills:

• Ability to communicate effectively in English (oral/written).                                

Mathematical Skills:  

• H.S. basic math aptitude; requires the ability to perform addition, subtraction, multiplication, and division; calculate percentages and decimals.  

Reasoning Ability:   

• Requires the ability to exercise independent judgment to apply policies and procedures effectively.  

Computer Skills:  

• Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word). 
• Ticketing/retail sales system experience preferred. 
• Fully engage and understand the current ticketing system to competently answer staff questions or troubleshoot ticketing issues.  
• Ability to use e-mail to clearly communicate with Garden staff.  
• Ability to search room reservation, membership, and program catalog databases. 

Certificates, Licenses, Registrations:  

• Must be able to obtain and maintain a valid driver’s license.  

Physical Demands:  

• Must be able to occasionally lift and carry up to 40pounds.  
• May be required to perform tasks at varying heights (i.e. climb ladders, etc.) 
• Requires standing, walking, bending, stooping, and reaching for extended periods-- 50% or more of the workday may be standing on feet.  
• Ability to effectively utilize computer keyboard (typing)and touch screen monitor.  
• Requires extensive speaking and interaction with people. 
• Ability and willingness to work in varying temperatures and all weather conditions.  

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Work Environment:  

• Comfortable working in immediate proximity to the general public, in a safe and friendly manner, answering general questions regarding the Shaw Nature Reserve’s operations, events, facilities, etc.  
• Ability to work in a variable-paced, team-oriented environment. Must make good use of time, even when visitation is low.  
• Ability to work outdoors in all weather conditions (i.e.in temperatures over 100ºF as well as temperatures below 0ºF, in the rain, snow, and other inclement weather conditions as needed) 
• Must wear Shaw Nature Reserve provided uniform shirts and jackets and adhere to all dress codes.  

Supervisor (title not person):  Supervisor, Visitor Services (SNR)