PRIMARY PURPOSE OF POSITION

Pavilion Guest Services Associates, primarily work from the Pavilion offices, serving Fort Ticonderoga’s mission by delivering an exemplary level of service and being knowledgeable about Museum programs, events, exhibits, procedures, ticketing, and memberships. These individuals are responsible for running assigned Guest Service location in an efficient and friendly manner as an educational service to our guests, and as an important source of revenue for Fort Ticonderoga, as well as processing admissions, memberships, and ticket sales. Guest Service Associates are the first staff our visitors encounter, by phone or upon arrival, and should provide a cheerful and welcoming experience. Associates are a touchpoint for future and current visitors, providing information about ongoing and upcoming events and programs conducted by our informed and enthusiastic staff.

Relationships

• The Pavilion Guest Service Associate reports to the Director of Development.
• This person works closely with all other
• Sharing equipment and workspace requires a spirit of positive cooperation with co-workers.

Skills and Abilities

• Excellent communication
• Enthusiastic and engaging
• Keen observation skills and desire to be proactive about visitor
• Proficiency with relative point of sale or CRM software to process Strong computer skills are acceptable when coupled with willingness to learn database/sales entry.
• Must be able to multi-task, function as part of a close-knit team, and enjoy working with the public in-person, by phone, or through email.

Responsibilities

• Act as a concierge by assisting guests with questions or directions, welcoming and assisting visitors or groups, and orienting guests to the site and amenities
• Promote current and upcoming events and programs
• Proficiently process admission, membership, and special ticket sales while informing guests about daily and upcoming programs
• Process payments in an efficient manner and accurately complete closed drawer reconciliation at end of day
• Be proactive in growing the membership base by providing information about the benefits and value of membership, completing membership sales, and processing member data accurately
• Ensure organizational values are being upheld by Guest Service team
• Maintain workstation to ensure it is properly organized
• Resolve customer complaints in a professional and efficient manner, calling upon supervisor when needed
• Assist with other duties as directed by the Director of Development or other supervisory staff.
• Maintain confidentiality of donors, visitors, and personnel including and not limited to mail, database, phone, verbal, email, or other communications that may be directly or indirectly encountered during your work at Fort Ticonderoga.

Physical Effort

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job.

• Physical requirements include occasional periods of standing (up to 2 hours), extended period of being seated or standing at a computer, occasional stooping, kneeling, bending, and lifting up to 10lbs.
• The various duties require the ability to work in varied temperatures, but primarily in a climate-controlled office environment.

Safety for Others

• Guest Service Associate should understand the safety procedures for all office equipment and supplies used.
• When moving around the site, individual employees must be aware of potential hazards to visitors at all times and be prepared to provide guidance, assistance and instructions to patrons in the event of an emergency.
• Be prepared to answer questions from visitors about conditions and visitor experience, i.e. stairs, uneven terrain, walking distances, audio levels, weather, etc.

Goals

• Deliver high quality service and experience
• Safe, careful and precise delivery of transactions and service
• Build strong, positive relationships with everyone you serve
• Be fully present, fully aware, fully available for those you serve
• Be a valuable, positive contributor to the team
• Respond to change and adversity positively and productively
• Proactively initiate positive change
• Responsible use of time, materials, office equipment, and the sensitive landscape and historic Pavilion structure
• To serve Fort Ticonderoga’s mission in all of your work

Schedule

Flexible 18-30 hours a week. Ideal core hours M-F, Noon – 5:00 p.m.
Range of pay based on experience: $17.00 – $18.00
Job Type: Temporary Seasonal

Apply online below. If a physical application is requested, please call 518-585-2821. Fort Ticonderoga is an Equal Opportunity Employer.