The Part-Time Tasting Room Associate is responsible for hospitality and customer service for all tour and storefront operations. Performs and schedules standard tours as well as private and specialty tours and tastings. Provides support for distillery hosted and private events at the visitors’ center. The Tasting Room Associate is responsible for offering a premium, brand-centric experience for all visitors to the distillery. Supports merchandise sales, inventory and stock management.
Tour and Storefront Operations:
· Perform routine tours and selling merchandise.
· Educate visitors on the Hangar 1 Brand, production process and vodka tasting techniques
· Specialty and VIP tours for valued accounts, private groups and special guests
· Daily store sales and tour number reporting.
· Support the execution of private events in the distillery event space
· Support the execution of off-site events as needed
· Assist with distillation and distillery maintenance as needed
· Assist with bottling and blending
· Support production staff and activities
· Proven success with prior experience in Hospitality, Tourism, Marketing, Sales, or a related discipline preferred.
· BA Degree in related field preferred
· Experience with POS inventory tracking systems
· Experience in retail, inventory management or e-commerce
· Excellent customer service, interpersonal and organizational skills
· Microsoft Office expertise
· Must be able to work flexible hours, most working hours occur evenings, weekends, and holidays
This position provides visitor engagement services to a Smithsonian Museum in Washington, D.C.
The incumbent will provide exemplary customer service to visitors and guests, including greeting and wayfinding; queuing and line management for timed entry of individuals and groups; and collecting and documenting visitor feedback. The incumbent will support daily logistics and the following operational tasks:
· Provide helpful information to visitors, such as museum content, programming, events, timed entry passes, membership, directions, and use of facilities
· Directing visitors to queue in designated areas, applying maximum capacity and social distancing polices
· Share health, safety, and museum policies in exhibit spaces and galleries
· Greet groups, group leaders and chaperones and highlighting the importance of visitor behavior guidelines, including the required chaperone to student ratio
· Provide special accommodations (i.e., sighted guide visits, wheelchair, and other accessibility services)
· Stay up to date on museum events, programming, promotions, policies and procedures
· Respond to and resolve visitor complaints and concerns, calling upon management as needed
· Monitor visitor flow and assist guests to safety when emergencies occur
· Maintain a professional appearance and demeanor
· Assist with special events and other duties as assigned
Knowledge and Skill Requirements
· One year of public-facing, customer service experience at a cultural institution, or attraction such as a Museum
· Knowledge and experience in planning a visitor in a large museum, cultural institution, or attraction
· Ability to engage with a range of visitors and groups from various backgrounds and cultures
· Ability to interpret and implement museum protocols, policies and procedures while exercising good judgment and diplomacy with the public
· Demonstrated ability to manage conflict and resolve visitor issues
· Ability to multi-task as well as function as a team-member
· Excellent verbal and written communication skill and interpersonal skills
· Approachable - Enjoy working with the public
· Ability to adapt to changing priorities in a dynamic, fast-paced work environment
· Must be available to work on weekdays, evenings, weekends, and holidays
· Associates or Undergraduate Degree
· Experience in public speaking and/or presenting educational information to the public
· Knowledge of and enthusiasm for history or other topics related to the site preferred
· Bilingual fluency, especially in Spanish, Cantonese, Mandarin, or Japanese preferred
· Accessibility/ADA knowledge or experience a plus
PHYSICAL DEMANDS & WORK ENVIRONMENT:
The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job.
· Extended periods of standing and walking required
· Day to day moderate noise in open setting; occasional exposure to loud music
· Exposure to all elements of weather (i.e., rain, snow, extreme heat, etc.)
· Job Types: Part-time, Temporary, Contract
The Visitor Services Coordinator supervises the daily operations of the gift shop and gift shop staff. This position is responsible for creating a positive, friendly, and professional experience for all visitors and guests. The Visitor Services Coordinator assists the Office Manager with the planning, scheduling, and execution of excursions and events. This is a full-time position working weekly Wednesday through Sunday; daily hours to be determined based on excursion schedules (between 9AM & 6PM).
1. Supervise the daily operations of the gift shop:
2. Ensure excellent service to all customers; resolve customer issues and foster improved relations; respond to phone, in person, and digital inquiries in a timely manner
3. Event planning and sales:
4. Supervise staff and volunteers in accordance with company policy:
5. Complete special projects as assigned
1. Superior verbal and written communication skills
2. Excellent sales and customer service skills
3. Strong analytical and problem-solving skills
4. Organized and detail-oriented
5. Excellent interpersonal skills
6. Personal effectiveness/credibility 7. High level proficiency in computer skills including Microsoft applications
1. Highly developed interpersonal skills and ability to meet people with ease
2. Strong organizational skills, well-disciplined, able to work under pressure of many priorities, and meet deadlines
3. Obtain clearances as required by PA Child Protective Services regulations to include PA Child Abuse History Clearance, FBI Criminal Background Check, and PA Criminal Background Check
The Visitor Services Associate reports to the Executive Director of The Gaylord Building and serves as an informed and friendly ambassador for the site and the National Trust for Historic Preservation. The Associate will convey the mission of the site and provide information to individuals and groups about current initiatives, upcoming programs, and events.
The Associate is charged with assisting in all regular activities of the historic site for part-time hours and must have the ability to work Saturdays and Sundays from 11:00 a.m. until 4:00 p.m. along with the additional availability for one weekday (approx. 11:00 a.m. – 5:00 p.m.) Flexibility for occasional other days, evening, and weekend hours a plus.
• Open and close public spaces in non-leased areas of the historic site;
• Welcome visitors entering the historic site and establish a positive, friendly, and helpful atmosphere;
• Provide visitors with information about The Gaylord Building, its history, current exhibits, and public activities, as well as information about the I&M Canal National Heritage Area, National Trust for Historic Preservation, and direct visitors to various public areas of the historic site;
• Provide visitors with information about Lockport attractions and tourism-related locations within the I&M Canal National Heritage Area;
• Answer telephone calls, providing site information as requested or taking messages for other site staff;
• Maintain daily attendance logs and other demographic records;
• Maintain literature racks in a neat and orderly manner;
• Assist in monitoring security of building, exhibits and grounds and visitor safety, responding calmly and professionally to emergencies and promptly notifying supervisor of incidents or unsafe conditions;Perform custodial services in non-leased areas of the historic site as needed; and
• Assist with other historic site activities and services, as determined by the Executive Director.
• One or more years’ experience in a multi-tasking, customer service-oriented environment. Previous experience in a museum, gallery, hospitality/tourism, or retail setting a plus. Knowledge of and enthusiasm for history, architecture or other cultural topics related to the site preferred.
• Basic problem-solving skills, including issue identification and prioritization.
• Strong organizational skills and attention to detail, with ability to adapt and be flexible in a dynamic work environment.
• Effective and engaging interpersonal skills. Strong communication skills, with ability to speak and read English fluently. Bi-lingual fluency (in English and Spanish or other language) a plus.
• Demonstrated ability to engage effectively with culturally diverse audiences, and visitors of varying age.
• Trustworthy, dependable, team player, with friendly, positive attitude and good sense of tact & decorum.
• A proficiency with Microsoft operating systems, including Outlook, Word and Excel; and
• Professional business appearance and attire required;
• Reliable transportation and ability to work Saturdays & Sundays 11am-4pm required; additional availability for Fridays 11am-5pm preferred, and flexibility for occasional other days a plus.
• Minimum physical requirements include but are not limited to: Ability to stand for periods up to 30 minutes; climb stairs; lift and carry loads of up to 20 pounds on a frequent basis and occasionally more.