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Da Vinci Science Center Visitor Services Coordinator in Allentown, Pennsylvania

General Description

The Visitor Services Coordinator is a highly visible, public-facing position that plays an essential role in ensuring guests at the Science Center have a positive and memorable experience. The Coordinator helps lead efforts to create a warm welcome for diverse audiences and provides high-quality customer service to visitors and program participants. The Coordinator serves as a Visitor Services Shift Leader, overseeing the day-to-day operations of the Welcome Center and Visitor Services function. The Coordinator is aware of all DSC programs, activities, and safety procedures and works closely with other departments to deliver a high-quality guest experience per standards set by the leadership team.

 

*Bi-Lingual Applicants strongly encouraged to apply.

** This position will transfer to the new Da Vinci Science Center facility scheduled to open in downtown Allentown in Spring 2024.

SPECIFIC JOB RESPONSIBILITIES

Visitor Services Operations:

  • Welcome and assist visitors and program participants by providing a positive and engaging experience.
  • Coordinate ticketing and admission process, ensuring smooth entry for guests. Manage crowd control and queue management during peak times.
  • Serve as a Visitor Services Shift Leader, coordinating Welcome Center and floor operations to ensure that staff follows all Science Center policies while providing a high-quality guest experience.
  • Open and close cash registers and complete all end-of-day paperwork required to close drawers.  Resolve issues with transactions/settlements as needed.
  • Supervise and train front-line staff to deliver excellent customer service. 
  • Ensure that Visitor Services areas (Welcome Center, Lobby, Coat Room, etc.) are safe, clean, stocked, and well organized.
  • Assist Visitor Services management in documenting and enforcing Visitor Services policies and procedures.
  • Respond to inquiries and complaints from visitors in the building and people calling on the phone or emailing.  Uses the ability to resolve issues in a way that keeps both the customer's best interest and the Science Center's best interest in mind.
  • Utilize technology, such as the ticketing system and informational kiosks, to streamline operations. Maintain knowledge and ability to troubleshoot POS/Doubleknot and other relevant technology.
  • Coordinate with Team Leaders from Operations, Education and Facilities to ensure DSC delivers a high-quality guest experience to all visitors -- includes reviewing scheduled groups and activities in the morning meeting.
  • Direct Welcome Center staff to promote and sell memberships to visitors, specifically converting walk-in ticket buyers to members.
  • Direct Welcome Center staff to promote birthday parties, special events, group sales packages, facility rentals, and auxiliary services to visitors.
  • Learn about all of DSC programs and events to properly answer questions and direct guests to their destination of choice.  Contribute to the Welcome Center daily log to improve communication.
  • Execute emergency plans by following all policies and procedures: Code Adam alerts, Crisis plan, etc.
  • Assist Sales and Visitor Services Manager with fulfillment of membership cards (including but not limited to organizing, printing, mailing, and data entry).
  • Maintain an expert level knowledge of all DSC programs and activities.
  • Manage all aspects of select visitor services programs, such as the Science Center's Ticket donation program, from requests to fulfillment (includes reviewing ticket donation requests).

     

Budgeting / Financial:

  • Prepare daily cash deposits from registers and coordinate with Finance Department to ensure transferring between departments.

     

Human Resources

  • Assist the Sales and Visitor Services Manager in recruiting, interviewing, and hiring Visitor Services staff. 
  • Promote initiatives to make DSC more inclusive to all, including erving on teams such as Access for All, DEIAB, etc. on a rotating basis. Promote language accessibility, etc.
  • Help train new employees on all Visitor Services policies and procedures for the Welcome Center, Science Center programming, and Visitor Services Operation.

     

Teamwork / Communication

  • Assist in the execution of major Science Center special events by completing day of event assignments.
  • Actively participate in cross departmental teams as assigned to collaborate with other departments to plan and execute special events and educational programs (for example: Operations and PPC)
  • Maintain and grow a positive team environment.
  • Support the Science Center's mission and values statement, support the mission to bring science to life and lives to science, and display a commitment to diversity, equity, inclusion, accessibility, and belonging through continuous development, modeling inclusive behaviors, ensuring equitable experiences, and promoting a culture of inclusivity and belonging that embraces the contributions of all team members.

     

  • Perform other duties as assigned.

     

Qualifications

  • High school diploma. Associates degree in related field desired.
  • Experience working directly with customers, preferably in a museum or attraction setting.
  • Demonstrated experience in working with teams.
  • Strong communications skills with the ability to express ideas clearly both in written and oral communications.
  • Proficiency with office software including Microsoft Word, Excel & Teams.
  • General web-based software proficiency, with prior experience using software to record transactions and customer records.
  • Ability to quickly learn new software as needed to support efficient workflows and collaboration.
  • Ability to multi-task and prioritize while working in a fast-paced environment.
  • Bilingual in English and Spanish is a plus.
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