Guest Service Specialist

Who We Are Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world.
Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital.
We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.
Today, Colonial Williamsburg is the largest living history museum in the U.
S.
The Historic Area is the 301-acre restored colonial capital with 88 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research.
The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life.
The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, and a renowned research library, the John D Rockefeller Jr Library.
Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area.
Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes.
Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.
About the Position Ensures that visitors select the ticket that allows them to tailor the Colonial Williamsburg experience to best meet their needs while also maximizing revenue.
Handles and counts money, processes prepaid and consignment sales, operates a computer and cash drawer.
Ensures that all income is collected and secured.
Assures a quality visitor orientation process by providing information necessary for the optimum Historic Area experience.
Responds to customer requests and questions regarding Colonial Williamsburg tickets and programs.
Provides exceptional customer service.
Essential Functions: Provides exceptional customer service by: Representing the Colonial Williamsburg Foundation as the first person our visitors meet.
Welcoming visitors and assessing visit requirements.
Providing information to meet visitor needs.
Using a computer to access the CW Intranet in order to research visitor questions and provide information.
Assisting in the selection of admission tickets and programs.
Using a Mobile Ticket Unit to sell special program tickets in the Historic Area Ensuring the needs of the disabled are met.
Troubleshooting and resolving routine customer problems and complaints.
Operating an automated ticketing system accurately; meeting all proficiency requirements.
Opening and closing the Visitor Center’s public spaces and satellite locations.
Entering accurate customer profile information into the ticketing system.
Monitoring and controlling the flow of traffic through the theaters and in queues.
Operating the theaters and introducing films.
Maintaining the stock of supplies needed by visitors.
Working a variety of assigned locations to include indoor and outdoor sites.
Conducting surveys at the Visitor Center and in the Historic Area.
Generate revenue by: Persuading visitors to purchase admission and program tickets.
Promoting Colonial Williamsburg’s retail sales, lodging, and dining facilities.
Selling general admission and special program tickets across the counter or by phone.
Asking guests if they would like to make a donation to the Foundation Processing all discounts and sales promotions while adhering to all policies and procedures.
Accurately processing consignment vouchers and posting payments to appropriate accounts.
Maintaining accuracy in cash handling and all other forms of payments.
Validating advance ticket sales.
Accurately creating customer profiles.
Qualifications: Possess or has the potential to gain quickly the core competencies usually gained through completion of a high school education/G.
E.
D.
Successful completion of training and demonstration of ability on point of sale computer system.
Ability to work a variety of locations and shifts, including nights, weekends and holidays.
Excellent verbal and written communication skills.
Ability to quickly learn the geography of the area in order to provide comprehensive directions.
Ability to assimilate large amounts of information and organize it to respond to visitor needs.
Ability to follow oral and written instructions.
Work individually and as a team member.
Ability to lift and carry 25 pounds.
Ability to stand and walk for extended periods and distances.
Ability to solve problems, make decisions and handle multiple priorities.
Ability to present verbal information to individuals and large groups.
Benefits: Beautiful historic setting Competitive benefits for eligible employees include: Health insurance Pension plan Vision plan Medical and dependent care flexible spending accounts Sick, vacation, and holiday pay 401(k) plan with a portion of contributions matched.
Life insurance Long-term disability Group travel accident insurance.