Visitor Services Specialists set the tone for an exceptional visitor experience for all visitors by welcoming them, educating them regarding what the Mystic Seaport experience can mean for them, efficiently processing them at the gate, and preparing them adequately and enthusiastically for their on site visit. Visitor Services Specialists make the “customer centered” concept a daily reality in all interactions, decisions, and exchanges they make with all visitors.

Responsibilities:

• Warmly greet all visitors by creating a welcoming and friendly environment where they receive prompt, efficient, and pleasant service in person, on the phone, and via email
• Always maintain a positive and professional image, reflecting pride in the position and enthusiasm for the institution
• Anticipate and respond to visitor needs by providing accurate and helpful information about the museum and its offerings
• Makes the extra effort to find information and/or provide assistance to visitor questions/needs
• Make it easy for visitors to have a positive and pleasantly memorable experience at Mystic Seaport
• Efficiently and effectively process visitors from all gate stations using computerized ticketing system
• Act with integrity and honesty in safeguarding gate location monies and working with cash/credit cards/passes/coupons/other financial related transactions
• Follows all department policies and procedures including those for cash handling, safety, and security
• Develops thorough, accurate, and up-to-date knowledge base about Mystic Seaport, its grounds, programs, offerings, and services
• Promote and educate visitors to the benefits of membership and processes membership applications including upgrades
• Actively participates in a culture of continuous improvement seeking and suggesting ways to better respond to visitor needs
• Solicit and record visitor feedback, suggestions, complaints, and compliments about their experiences at Mystic Seaport and make management team aware of such feedback
• Using best judgment, respond to visitor situations, calling upon Senior Visitor Services Specialists and supervisory staff as needed
• Continuously expands personal knowledge about the Museum, its services and offerings through active participation in training, staying abreast of news in Museum publications, asking questions of staff and supervisors, and observing on-grounds activities
• Contributes positively and enthusiastically as part of a term-oriented department
• Alerts supervisory staff to potential problems and possibilities
• Maintains regular and consistent attendance and punctuality