City of Lakewood Visitor Services Associate in City of Lakewood, Colorado
Visitor Services Associate
Visitor Services Associate
City of Lakewood, CO
Community Resources UP1
S0104 HLBP - March 2021
City of Lakewood's Statement of Excellence
The City of Lakewood is dedicated to upholding City values to include: Performance Excellence, Leadership, Respect and Collaboration. Best fit candidates will demonstrate innovation, customer service, dedication, passion and engagement. All people, citizens and employees, will be treated with respect, relevance, and importance.
Prior to 2020 and a disruption in regular hours of operation, Heritage Lakewood Belmar Park (HLBP) was open to the public Tuesday through Saturday from 10am to 4pm and Sundays from noon to 4pm. Over the course of 2021, Heritage Lakewood will gradually reinstate pre-Covid hours of operation. Currently, Heritage Lakewood is in search of an enthusiastic individual capable of providing excellent customer service to a variety of different Museum visitors on Fridays and Saturdays from 10am-4pm and Sundays from 12pm-4pm. Duties include opening and closing the Museum to visitors each day, answering phones, responding to in person inquiries, registering guests for a variety of educational programs and classes and sell tickets to cultural performances and community events. Additionally, this role serves as the on-site staff point of contact during daytime rental events inside the Visitor Center. The position is also responsible for providing community event, administrative and project support to the staff on an as needed basis. In addition to regular front desk hours, a flexible schedule, including occasional nights and weekends is beneficial.
The City of Lakewood is currently recruiting variable employees for this position. A variable
employee is an at-will employee who works in a seasonal or temporary capacity. Their work
schedule is based on business need. This position would be a part-time non benefitted position.
Major Tasks, Duties, and Responsibilities
Provide excellent internal and external customer service.
Complete opening and/or closing procedures for the Heritage Lakewood as determined by
scheduled business hours.
Make situational decisions based on sound judgment.
Register walk-in customers and phone requests for programs, camps, performances and classes using RECTRAC software.
Process RECTRAC payments for program and class registrations.
Sells performance and community events tickets using Showare software.
Organizes payment transactions and receipts for end of day reconciliation.
Thoroughly review City calendars, marketing publications, staff notifications, and website to have the most up to date information on museum tours, rental and community events, educational programs and classes, as well as, overall City happenings.
Access internet and various internal resource materials, as needed, to answer questions and assist visitors and callers.
Assist HLBP staff with events, projects or administrative work on an as needed basis.
Oversee gallery spaces, via security cameras and walkthroughs (as needed) when visitors are in the building.
Show potential rental clients available spaces when appropriate.
Periodically conduct interpretive tours for drop-in tour groups as needed once pre-Covid hours of operations resume.
Set up signs, tables and chairs for rentals and other meetings or events on an as needed basis.
Check messages and answer main phone at Heritage Lakewood and route incoming calls to
Notify Visitor Services Coordinator of any necessary supply needs.
Respond appropriately to emergency situations according to standard policies and procedures.
Other duties as assigned.
Provide exceptional customer service.
As a public facing position, it is required that the employee interact positively with museum patrons and be solution oriented.
Prepares and formats memos, letters, reports, forms and miscellaneous correspondence on a computer following established formatting standards, from handwritten or typed drafts as needed.
Makes photo copies of documents, as necessary, utilizing photocopying equipment.
Uses FAX machine when appropriate.
Completes other clerical projects as requested.
Receives general supervision from the Visitor Services Coordinator.
High school diploma.
Degree in History, Art History or Museum Studies a plus.
Customer service/receptionist experience.
Minimum of two years clerical experience.
Excellent computer experience. With limited guidance and oversite, able to direct own learning on use of new platforms (i.e. Rectrac, Showare, Volgistics).
Proficient with Microsoft Word, Excel and Outlook.
Cash handling experience.
Performance ticket selling experience a plus.
Museum or municipal government experience a plus.
KSA's and Physical/Mental Reqs
Other Knowledge, Skills and Abilities:
Ability to maintain composure and professionalism when responding to a wide variety of visitor
questions and concerns.
Ability to type at least 40 wpm is preferred.
Ability to maintain a high degree of confidentiality.
Requires regular and reliable attendance.
Ability to work independently and as a team player.
Attention to detail and ability to multi-task in a fast-paced environment.
Ability to effectively complete job assignments despite changing priorities, strict deadlines, high volume of work and constant interruptions.
PHYSICAL AND MENTAL REQUIREMENTS
Lifting and Carrying:
Ability to lift and move files and supplies weighing up to 25 pounds is desirable.
Sitting and Standing:
Must be able to sit or stand for long periods of time.
Pushing and Pulling:
Work is primarily sedentary and done in a seated position, but some walking and standing are required, including the ability to give tours requiring walking and opening up buildings, and showing gallery areas to tour audience. Must be able to move heavy items with assistance.
Work is primarily performed in an office environment, with frequent moving about, standing,
bending, kneeling, reaching, stooping or sitting.
Must be able to hear all communication from customers and employees by telephone or in person.
Employee uses vision to work with written documents, forms, and to respond to employees and customers.
Ability to make sound judgement calls during scheduled shifts.
Must have basic addition, subtraction and multiplication skills.
Must remember City of Lakewood policies and procedures.
Must be able to read and interpret City of Lakewood policies and procedures, write and monitor grammar format on memos, letters, and reports and (speak to) communicate with Community Resources staff, customers, and others.
Work involves frequent contact with the public.
Work involves close contact with other employees and volunteers in the division and occasional contact with employees in other departments.
Front desk work is performed in an office.
Work includes frequent interruptions and constant communication.
Work sometimes involves dealing with angry, frustrated, or upset individuals.
Computer - PC platform using the following software:
Microsoft Office Suite including, but not limited to, the following applications:
Other software applications may include:
Variable Part-Time employees receive limited benefits, including a pension plan. Medical and dental care are not provided.
SPECIAL PROCESS NOTE: The City of Lakewood is committed to the safety of all staff and participants. A thorough background investigation of all prospective employees will be conducted for those who will be working with vulnerable populations, sensitive information, in sensitive locations or with financial data or money. Candidates/staff/volunteers who will have regular interactions with youth and/or vulnerable populations may also be subject to a child abuse background check and must participate in additional abuse awareness and reporting trainings. Please select Yes to acknowledge the background process for this position.
City of Lakewood (CO)
480 S. Allison Parkway Lakewood, Colorado, 80226