Guest Service Representative
Description

Come join the team at Frank Lloyd Wright's Taliesin West - a UNESCO world heritage site and one of the most frequently visited travel destinations in Arizona!

Sharply focused on ensuring our local, regional, national, and international audiences feel welcome to explore, engage in, understand and financially support the historic spaces of Frank Lloyd Wright's Taliesin and Taliesin West, the Frank Lloyd Wright Foundation inspires people to discover and embrace an architecture for better living through meaningful connection to nature, the arts and each other. In Wright's own words, our vision is "to make life more beautiful, the world a better one for living in, and to give reason, rhyme and meaning to life."

The Guest Service Representative is a member of the Foundation’s Public Engagement team, responsible for delivering a quality experience and outstanding guest service to the more than 100,000 guests of every age and background to Taliesin West each year. The people in this position are responsible for conducting engaging guest experiences through the entrance kiosk, the call center, and assisting the audio guide experience. Guest Services Representatives acquire and maintain general knowledge of Frank Lloyd Wright's life and work in order to function as informed and intelligent representatives for the Foundation. Note: this is a regular part-time role (a minimum of approximately 20-25 hours per week) -- and schedules may include evenings, weekdays and weekends.

Each day, Taliesin West offers in-depth guided tours and highlights audio tours of the campus. We also offer cultural programs for adults (lectures, performances, and workshops) and educational programs for K-12 students and families (summer camp, field trips, and family days). During the busiest seasons, our Guest Services Representatives are vitally important in helping make each person’s visit a success. Taliesin West is open seven days a week, from September – May, and five days a week from June – August.

Working primarily at the entrance kiosk, Guest Service Representatives greet and check in guests with advance reservations, and for those visitors who walk up, the Representatives sell and process tour and/or event tickets and memberships. At times, Guest Service Representatives work with guests and other staff in back-of-house areas, on the telephone, or in alternate locations. 

 Essential Functions:

  • Successfully complete a 1-2-week paid orientation and training program.
  • Welcome and acknowledge all visitors to Taliesin West while providing outstanding customer service to our guests. 
  • Act as information source for visitors and members – have a complete understanding of Foundation activities.
  • Check-in guests with advanced reservations, sell walk-in tour tickets, memberships, and other transactions in a fast-paced environment.  
  • Answer Foundation’s main phone line. Respond to inquiries regarding exhibitions, programs, events, and general guest information. Route calls as necessary.
  • Properly perform opening and/or closing procedures, as trained, including closing the ticketing, membership, and POS systems and balancing receipts at shift end, and ensuring that receipts and equipment are properly stored and locked. 
  • Demonstrate mastery of technology (hardware and software, including computers, laptops, iPads, and handheld devices). 
  • Consistently and accurately perform job duties to a high standard. 
  • Provide meaningful, informative, accurate, and engaging information to guests.
  • Able to communicate information to all levels of visitor understanding and engagement.
  • Demonstrate excellent oral communication and presentation skills within a guest-centric focus and effectively present information and respond to questions accurately and informatively.
  • Provide excellent customer service, ensure visitor safety, and communicate clear safety rules to maintain control of the group and to minimize potential damage to our historic property.
  • Interact with all guests, employees, and volunteers in a friendly and professional manner.
  • Other duties as assigned. 

Status: Part-Time

Salary: Starting salary is targeted at $16/hour based on experience


Requirements

Minimum Qualifications:

  • High school diploma or equivalent
  • Ability to consistently provide excellent customer service.
  • Confident public speaking skills.
  • Excellent communication skills.
  • Effective multi-tasking capabilities.
  • Proficiency utilizing an electronic ticketing reservation or point of sale system.
  • Basic knowledge of technology such as iPads/handheld devices and computer applications/programs such as Microsoft Office Suite.
  • Process credit card, cash, and other monetary transactions in a fast-paced environment.
  • Demonstrated problem-solving and interpersonal skills including the ability to work with and communicate with a diverse team and audience, including adults, children, staff, the public, and volunteers.
  • Strong ability to work under pressure and respond to deadlines and changing environments.
  • Ability to demonstrate excellent oral communication skills. 
  • Ability to understand and follow written and verbal instructions. 
  • Ability to stand for long periods of time and navigate and traverse desert terrain.
  • Commitment to regularly work up to 25 hours per week including during high visitation periods, flexibility in scheduling and daily duties, including regular weekend and holiday shifts.

 Preferred Qualifications:

  • 1-2 years of professional experience in any or all of the following: customer-service, public speaking, retail sales, call center agent
  • Bi-lingual.
  • Knowledge of Frank Lloyd Wright and his architectural principles.

  

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

· Physical Demands: While performing the essential functions of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; and consistently talk or hear; and rarely taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

· Work environment: While performing the duties of this job, the employee is exposed to weather and desert environmental conditions prevalent at the time. The noise level in the work environment is usually moderate.

· OSHA Risk Classification for COVID-19 Exposure: Medium Risk: This position requires frequent/close contact with the public and other co-workers and is therefore determined to fall within the Medium Risk category as defined by OSHA. To further minimize risk, employees are required to follow the Foundation's Safe and Healthy Workplace guidelines and related personal and facility infection control policies.


The Frank Lloyd Wright Foundation is an Equal Opportunity Employer.


Salary Description
Starts at $16.00/hour depending on experience