Visitor Experience Representative

Position Summary:

The primary duty of the Visitor Experience Representative (VER) is to provide the ideal visitor experience to each person that comes into the Louisville Visitor Center or contacts us through phone or e-mail. The VER is responsible for ensuring all visitors are attended to by asking questions, providing information, and offering suggestions and assistance to create their desired experience while in Louisville.

Primary Duties and Responsibilities:

Work with Visitors

• Greet all visitors and ask how you may help them
• Answer questions and offer suggestion for things to do, see, and experience while in Louisville
• Provide directions to guests so they may find their intended destination
• Inform guests of our information, merchandise, and ticket sales
• Process merchandise and ticket sales
• Thank visitors for visiting

Merchandising

• Monitor merchandise areas and help guests
• Restock and tidy merchandise that has been sold or handled
• Inform Lead on Duty and VIC Management when merchandise is low

Research and Digital Communications

• Research events and happenings in Louisville area to share with fellow staff, volunteers, and the guests
• Answer inquiries sent via email

Answer Phone Calls

• Check voicemail and return messages

Prepare Mailings

• Requested information and Urban Bourbon Trail redemptions

Participate in Daily Louisville Visitor Center Operations

• Assist Lead on Duty/VIC Management in opening the Louisville Visitor Center in the morning
• Count in money and open POS/Register
• Get Louisville Visitor Center ready to open for day
• Close Louisville Visitor Center in the evening
• Lock doors
• Count money
• Utilize Register/POS system
• Report when merchandise, printed collateral, and office supplies need to be replenished

Gauge Visitor Interactions

Differentiate when inquiries and concerns can be handled at the Louisville Visitor Center or if they need to be addressed by the Lead on Duty/VIC Management

• Lead on Duty
• VIC Management

Follow Standard Operating Procedures (SOP) and Crisis Plan

• Assess the situation and follow the corresponding SOP or Crisis Plan directive
• Remain calm and focused and follow directions from Lead on Duty/VIC Management

Qualifications:

• One to two years’ experience in hospitality/tourism or retail sales
• Working knowledge of Louisville Area and attractions with ability and desire to continue their tourism education and share with others
• Computer proficiency, including Microsoft Office Suite products; ability to use Microsoft Excel, Microsoft Outlook, and Microsoft Word
• Ability to operate an iPad/tablet, cash register, or other IT equipment
• Capability to communicate effectively both verbally and in writing
• Must be people-oriented and enjoy working with the public with an enthusiastic, energetic, and positive attitude
• Can proactively commit to ask and follow through tasks to completion; able to handle multiple projects in a fast-paced environment
• Self-motivated, dependable, and able to work with a team
• Can remain calm under pressure and resolve challenges
• Must be detailed-oriented

Physical Requirements:

• Standing for extended periods of time while working with Visitors and staff
• Sitting for extended periods of time while working on reports or projects that require a computer
• Ability to lift boxes up to 30lbs, use a ladder, and perform other physically active duties necessary to stock the Louisville Visitor Center and/or set up events held inside the Louisville Visitor Center

Other Requirements:

• Must be able to work at least two weekends, weekdays, and some nights
• Additional hours as needed when Louisville Visitor Center is hosting events
• Attend scheduled staff meetings
• Participate in bi-annual Inventory

Job Type: Part-time

Pay: $14.00 per hour

Work Location: In person