Website Louisville Tourism
Job Summary: The primary role of the Visitor Services Representative (VSR) is to provide the ideal visitor experience to each person with whom he or she has the opportunity to interact. The Visitor Services Representative must possess a sincere interest in visitors – placing them first and ensuring they have an exceptional and memorable experience – in the city, on the phone or through written communications.
All applicants to be considered for part-time VSR positions should possess certain qualities that will position our city, Louisville Tourism, and themselves for success. Available to work weekday, weekend and some holiday hours. Be outgoing and enjoy working with people, and be able to start conversation easily. Be able to multi-task, balancing the needs of all visitors politely and professionally.
Act as a team player, maintaining positive relationships.
Accept and perform assigned tasks readily.
Be a self-starter, able to find tasks to perform even when visitor counts are low.
Be punctual, at work and ready to begin at scheduled time.
Be accountable for their attendance and performance.
Be professional in actions, speech, and manner of dress.
Maintain a positive attitude at all times.
Maintain flexibility in work style and be able to adapt readily to new situations.
Duties (Essential Functions)
Position oneself close to the door. Greet every visitor before they reach the full-time staff. Visitors should never reach the front desk for information before being greeted by the part-time staff. Staff should never have their backs to guests.
Make conversation and assess the needs of each visitor by asking open-ended questions.
Deliver excellent visitor service by answering questions, providing directions, and proactively offering suggestions on dining and attractions based on the visitors’ interests, and offering to make reservations.
Accompany visitors to various parts of the center to meet their needs.
Actively seek information when answers are not readily available, including utilizing the internet, making phone calls, or asking other staff.
Answering the phone, and providing information to callers in an efficient and effective manner. Proactively offering suggestions on dining and attractions based on the caller’s interests, and offering to make reservations.
Proactively assist visitors with the selection of sales of merchandise, and make visitors aware of promotions in the center to increase sales. Process sales, exchanges, and returns on the POS system.
Resolve any visitor or other issues promptly and professionally. Involve management when necessary.
Invite each visitor to take a survey to provide feedback on his or her visit.
Close each sale with a thank you. Bid each visitor a good day and invite them to return.
Processes and Procedures*
Recognize and act on security risks. Monitor all merchandise when visitors are present to act as a visual deterrent to shoplifting.
Open and close procedures including morning and evening reconcile of the cash drawer and open and close on the POS system.
Utilize internet to access information for visitors and research on events and attractions.
Operate and understand POS system (maintain knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Operate and understand the telephone systems, be able to answer and forward calls, and place callers on hold. VSRs should practice proactive visitor service and professional telephone etiquette. Take complete messages for other staff members.
Remain up to date on all Standard Operating Procedures
Identify low stock items including attractions brochures, merchandise, gift cards, PARC cards, Daytripper passes, office supplies, and other items needed for daily operations of the VIC. Notify manager to reorder or to replace outdated information.
When visitors are not present, VSRs should straighten and fill merchandise, assist with receiving inventory, dusting shelves, cleaning counters, emptying recycling and straightening back rooms. VSRs should request additional duties when these are complete. All VSRs are required to maintain the kitchen and breakroom areas.
Offer suggestions for improvements in processes and procedures.
Remain up to date on events and attractions throughout the Greater Louisville area. When visitors are not present and other duties are finished, read the events section of the newspaper, review the internet for local happenings, explore the local menus, and read brochures from the brochures from the racks.
Remain informed about routes and fares for TARC, trolleys, and taxis.
Read the bulletin board daily for updates from management. Check VIC e-mail regularly for updates.
Visit attractions when given the opportunity to build knowledge of Louisville and the surrounding areas.
Maintain working knowledge of the LCVB website and leisure housing program – to offer and sell room nights, process reservations, cancellations and changes
Offer and answer questions about LCVB travel packages currently available, travel suggestions, hotel and restaurant recommendations; provide travel assistance
Maintain working knowledge of local maps, directories and routes to better inform visitors
Attend all scheduled staff meetings
Work with Bureau staff as needed to communicate information
Set a positive example for other team members through adherence to all policies and maintaining a high standard of behavior, including your speech, actions, and dress.
Adhere to all policies set for by the Louisville Convention and Visitors Bureau and the Visitor Information Center
Perform all other tasks as directed by the management, full-time staff, and Leaders on Duty
Standing for extended periods in the Visitor Information Center or public events.
Ability to lift boxes and climb ladder as well as other duties necessary to stock the Visitor Information Center.
20 to 24 hours per week and must have the ability to work weekends, days, nights and additional hours as needed.
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