Come join the team at Frank Lloyd Wright's Taliesin West - a 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 customer service staff, which includes the Public Engagement/Tours team and the Membership team. Together, these teams are responsible for delivering memorable experiences and outstanding customer service to the more than 100,000 visitors of every age and background to Taliesin West each year.
Working primarily at the entrance kiosk, our 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.
Besides showing off amazing customer service skills, Guest Service 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 seasonal role that starts in November and runs through June. Schedules are available for both full-time (approximately 40 hours per week) and part-time (a minimum of approximately 20-25 hours per week), with schedules available for evenings, weekdays and weekends.
· Welcomes and acknowledges all visitors to Taliesin West while providing outstanding customer service to our guests.
· Sells walk-in tour tickets, memberships and other transactions in a fast-paced environment.
· Properly performs 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.
· Demonstrates mastery of technology (hardware and software, including computers, laptops, iPads, and handheld devices). Once trained, works with minimal supervision on Foundation software systems.
· Captures essential contact information from every customer, and consistently and accurately enters information electronically.
· After completion of training, answers questions about Wright, Taliesin West, and the Foundation with accuracy.
· Actively participates in cross-departmental projects and team objectives, develops strong relationships with staff, members, donors, guests, and partners.
· Promotes membership enrollment at check in and informs guests of membership benefits.
· Communicates clear safety rules to ensure guest welfare while on Foundation property.
· Follows departmental policies and procedures, Employee Handbook, and communicates emergency situations to manager and/or supervisor in a timely manner.
· Demonstrates excellent oral communication and listening skills with a customer-centric focus, and effectively presents information and responds to questions.
· Other duties as assigned.
· At least six months’ related experience as customer service, membership sales, or retail.
· Proficiency utilizing an electronic ticketing reservation or point of sale system and cash handling.
· Availability to work a minimum of 25 hours per week, subject to change based on operational needs.
· Proven problem-solving and interpersonal skills including the ability to work and communicate with a diverse audience, including adults, children, staff, the public, and others.
· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
· Ability to report to work on time, maintain attendance standards and communicate with supervisor in a timely manner about scheduling needs.
· Ability to work the weekend after Thanksgiving; the week between Christmas and New Year; and February 15-April 15, 2022.
· 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 excellence and high standards.
· 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 accommodation 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 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: Work is performed indoors and outdoors at a historic site with uneven surfaces and desert terrain. While performing the duties of this job, the employee is exposed to weather 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.