Guest Communications Associate

Description

Position Summary

This position will serve as the communication hub for Aquarium operations in a professional and courteous manner. This role will also deliver a positive guest experience, by providing accurate information in the most efficient way possible.

Must be available on weekends, in addition to weekdays.

Duties & Responsibilities

• Adhere to company policies and procedures.
• Answer all phone calls for both the St. Louis Aquarium and the St. Louis Wheel. Transfer calls as appropriate. Answer general questions in a timely and accurate manner, keeping guest relations as a top priority.
• Utilize web-based software to keep track of all incoming guest emails and respond in a timely manner.
• Maintain an inventory of office supplies and place replacement orders as needed.
• Serve as main point for in-house radio communications, including general staff inquiries and emergency response.
• Keep up-to-date with all new animals within the Aquarium.
• Distribute incoming US mail, delivery and courier packages. Place correct postage on outgoing US mail and have mail ready for pick-up by the designated time each day.

Manage vendor relationships with other delivery and courier vendors.

• Create daily operations report to inform staff of projected attendance, events, and other happenings which would affect Aquarium operations.
• Assist staff members with preparation of materials that can be efficiently handled at the reception desk. May include database input as well.
• Act as Administrative Assistant to the Executive Director.
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.
• Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication.
• Assist in other departments as required.

Qualifications

Experience, Skills & Qualifications

• Previous experience in a customer, retail or guest services position preferred.
• Excellent verbal and communication skills required.
• Strong listening, presentation and decision-making skills.
• Ability to anticipate guests’ needs.
• Technically minded, with ability to learn web-based customer service software.
• Creative problem solver who thrives when presented with a challenge.
• Energetic and eager to tackle new projects and ideas.

Abilities

The individual must possess the following abilities to perform the essential functions of the job, with or without reasonable accommodation, using some or a combination of the abilities.

• Ability to sit for long periods of time.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to lift and carry up to 30 pounds.

Other

Upon employment all team members are required to comply with the standards, rules and regulations, which may be established by the Company and updated from time-to-time.

Team members who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.

The leisure business functions seven days a week. Due to the seasonal nature of the industry, team members may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property.

Team members may also be required to attend group and / or department meetings in addition to the work shift as necessary.

• This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform.
14 days ago