Guest Relations Programs Coordinator

Principal Function: The Guest Relations Programs Coordinator is the content expert and department liaison with the Programs and Interpretation Departments on all free or ticketed public programming offered beyond the standard daily experience and is responsible for serving as a front-line communications link between the organization and its guests, providing guests with complete and accurate information, and enhancing the guest experience by providing excellent customer service in person, on the phone and online.

Essential Duties and Responsibilities: Duties include, but are not limited to:

• Provides exceptional customer service to Conner Prairie guests and members via phone, email and mail. Maintains a friendly phone presence when answering calls and responds to written communications in a friendly voice.

• Coordinates information regarding special programming offered to the public before, during or after hours that is not a part of the standard guest experience. Serves as the liaison to Programs and Interpretation Departments, attending planning meetings for specific programs as necessary. Provides registration reports and/or class rosters to program leaders. Is the content expert within the Guest Relations and Membership Department on additional programs offered and regularly shares information with the team regarding program plans.

• Cross-trained in all aspects of the Guest Relations back office. Assists with scheduling group tours, school field trips, camp registrations, answering general questions and/or concerns via phone, email and mail with the utmost professionalism and courtesy.

• Is an expert user of the Blackbaud Altru database program, to include: selling tickets, processing memberships and donations, taking reservations, entering group sales orders, running reports and/or queries, constituent record management and clean-up, and data entry.

• Cross-trained in other areas of the Guest Relations and Membership Department to include: ticket desk, membership desk, information desk, entry gates, balloon ticket kiosk, and other areas as required.

• Serves as the Guest Relations PIC (Person In Charge) during after-hours festivals and events, such as our Headless Horseman and A Merry Prairie Holiday. Supports and leads customer service training as needed with after-hours festivals. Will consistently work at least one weekend day, including some evenings.

• Responds to complaints, comments, compliments, etc. by reviewing and researching complex problems and determining the best method for problem resolution to ensure guest satisfaction.

• Serves on teams and committees as needed, keeps abreast of all programming and general information and undertakes any duties, jobs or opportunities deemed necessary and appropriate by the Guest Relations and Membership Manager or Director of Guest and Member Relations.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Education and/or Experience: High School diploma or general education degree (G.E.D); or one year related experience and/or training; Bachelor's degree (B.A./B.S.) is desired; previous experience in a guest services/call center role is required; or equivalent combination of education and experience. Previous experience working in the museum and/or entertainment park industry is desired.

Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Competencies: To perform this job successfully, all employees at Conner Prairie should demonstrate the following competencies:

• Customer Service Responds to requests for service and assistance; Manages difficult or emotional customer situations focusing on listening without interrupting and keeping ones emotions under control; Solicits customer feedback to improve service; Maintains confidentiality and meets commitments; Remains open to others ideas and tries new things.

• Teamwork Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

• Diversity Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

• Ethics Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

• Organizational Support Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

• Professionalism Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Quality/Quantity Demonstrates accuracy and thoroughness; Looks for ways to promote and improve quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in a timely manner; Strives to increase productivity and works quickly.

• Safety/Security Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Attendance/Punctuality/Dependability Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and events on time; Follows instructions; Responds to management's direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternative plan.

Job-related Competencies To perform this job successfully, employees in this job should demonstrate the following competencies:

• Technical Skills

• Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Oral Communication

• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication

• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Adaptability

• Adapts to changes in the work environment; Manages competing demands; changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events.

• Innovation

• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Other Skills and Abilities: The following skills and abilities are either required or desired.

• Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint, Blackbaud Altru.

• Exceptional customer service skills are required.

• The ability to operate a computer, printer, copy machine, scanner, fax machine, and other office equipment is required.

• The ability to speak, read and write in English is required. Spanish is desired.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; and talk or hear. The employee frequently will sit; and reach with hands and arms. The employee occasionally will stand; walk; climb or balance; stoop, kneel, crouch or crawl; taste or smell; and lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is exposed to working near moving parts and the risk of electrical shock when working with office equipment and outdoor weather conditions. The noise level in the work environment is usually moderate. Representatives working in the Great Hall and the Balloon Kiosk will experience some higher levels of noise during busy operating hours.

Conner Prairie is generally open from 10:00 a.m. to 5:00 p.m., Tuesday through Sunday; the typical work day is from 8:30 a.m. to 5:00 p.m. This position may require work beyond these hours when open for special events.