Visitor Services Associate

General Statement:

The Visitor Services Associate (VSA) supports the Fleet Mission and Visitor Experience Philosophy by greeting visitors, answering questions, and selling tickets and related items to visitors. Cheerfully addresses inquiries and/or problems that may arise with patrons with manager assistance, if needed. This is a part time position working a variable schedule to include weekends and holidays.

Working for the Fleet comes with some great perks including free access to other Balboa Park museums and the San Diego Zoo, free Fleet Science Center passes to share with friends and family, discounts at the Fleet's Science Store and Craveology Cafe and other discounts at vendors around Balboa Park! Come join our team!

Reports to: Visitor Services Manager

Primary Duties and Responsibilities, including mental requirements of position:

1. Must acknowledge, smile and greet all visitors in a warm and welcoming manner immediately upon first encounter.
2. Provide excellent customer service to visitors in a friendly, professional and efficient manner.
3. Will respond to and resolve visitor issues and complaints according to protocol.
4. Responsible for completing detailed reports, totaling sales and deposits, summarizing types of payments received, maintaining accuracy with regards to all forms of payment. Will comply with all transaction procedures and guidelines for cash handling, according to protocol.
5. Will actively promote Fleet products and memberships, Balboa Park products and other related products and services. This includes but is not limited to offering the sale of a second show (when applicable) as required.
6. Must stay current, read and comply with all Fleet-wide and department-wide policies, procedures and training. Stay current with discounts and promotions communicated through email or printed copy.
7. Will report, process and log all lost and found items according to protocol.
8. Responsible for completing checklists and Monitor Duties as directed by the supervisor.
9. May be required to make decisions on late seating of visitors and the timing of shows if a supervisor is not available.
10. Read and understand emergency plan and execute emergency evacuation procedures according to protocol.
11. Attend Visitor Experience Training program and other meetings as directed by supervisor.
12. Provide visitor service coverage at the entrance to the Galleries or at the Theater as directed by supervisor.
13. Answer incoming calls at the ticket counter according to protocol. Serves as first point of contact in the absence of the main switchboard in the evening, weekends, holidays and anytime the offices are closed.
14. Will provide additional support coverage of Reception as directed by the supervisor and will provide visitors accurate information over the phone and/or in person.
15. Other duties as assigned by supervisors or management.

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY THE PERSON ASSIGNED TO THIS POSITION. PRINCIPAL DUTIES ARE ESSENTIAL TO THE PERFORMANCE OF THIS JOB. AN INCUMBENT MUST BE ABLE TO PERFORM ALL OF THE ESSENTIAL DUTIES OUTLINED ABOVE.

THIS JOB DESCRIPTION DOES NOT STATE OR IMPLY THAT THE ABOVE ARE THE ONLY DUTIES AND RESPONSIBILITIES ASSIGNED TO THIS POSITION. AN EMPLOYEE HOLDING THIS POSITION WILL BE REQUIRED TO PERFORM ANY OTHER JOB RELATED DUTIES AS REQUESTED BY MANAGEMENT. ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH A DISABILITY.

Experience, education, or skills required for this position:

• Six months prior cash handling experience required. One year cash handling experience preferred.
• Prior customer service experience in a retail, entertainment attraction, or cultural institution preferred. 
• Must possess strong communication skills (verbal and written).
• Must possess a professional, positive, “can-do” demeanor and be able to adapt to ever changing conditions while exhibiting exceptional interpersonal skills and diplomacy with guests and co-workers. 
• Proven experience handling customer service issues/questions in a professional, timely, and efficient manner.  
• Strong basic mathematical skills required for cash handling and reconciliation
• Ability to count change and balance a cash drawer accurately.
• Ability to handle confidential information in a professional manner
• Ability to organize time effectively and manage a large number of tasks simultaneously  
• Availability to work nights, weekends, and holidays 
• Knowledge of Balboa Park, San Diego attractions, and the Reuben H. Fleet Science Center extremely helpful.
• Basic computer skills are required; knowledge of computerized ticketing system a plus. 
• Can utilize good judgment when making decisions.
• Ability to work independently as well as in a team environment.
• Available to work nights, weekend and holidays.