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!

Position Summary:

The Guest Service Representative (GSR) is responsible for providing exceptional guest service to individuals of all ages and backgrounds who visit Taliesin West each year. As a member of the Public Engagement Team our Guest Service Representatives play a crucial role in ensuring each guest's visit is exceptional through a variety of direct guest interactions during our many tour offerings at Taliesin West. This role requires an energetic and approachable individual who enjoys connecting with and helping guests.  

The primary duties of this position include greeting guests upon arrival, assisting guests with the audio tour experience, being positioned as a “host” in many of the indoor locations to answer questions, and providing support throughout the guest’s stay. Secondary duties will include Guest Service work in the Kiosk and/or Call Center. 

The Frank Lloyd Wright Foundation is a nonprofit organization in the arts and culture field that is made up of talented and caring individuals, guided by our shared mission to inspire people to discover and embrace architecture for better living through meaningful connections to nature, the arts, and each other. Our team does vital and valued work that fosters creativity and collaboration and furthers the legacy of Frank Lloyd Wright for generations to come. We offer competitive compensation, an inclusive environment, and are situated in the beautiful Sonoran Desert. 

The Guest Services Representative is friendly, technologically proficient, and adept at welcoming, recognizing, and respecting every guest. This is a seasonal, part-time position with shifts ranging from 4 to 6 hours, totaling approximately 20 hours per week from September through May. Flexibility in scheduling is required, including availability for evenings, weekdays, and weekends. The rate of pay is $17.50/hour.

Essential Functions:

• Provide exceptional customer service to all guests every time.
• Practice and model the Foundation’s Guest Service Standards.
• Communicate clear measures and practices to ensure guest safety and protect our historic property.
• Check-in guests with advanced reservations, sell walk-in tour tickets, memberships, and process other transactions in a fast-paced environment. 
• Answer Foundation’s main phone line and reply to guest email inquiries. Respond to inquiries regarding exhibitions, programs, events, and general guest information. Route calls as necessary.
• Adapt communication to suit visitors' diverse levels of understanding and engagement. 
• Demonstrate excellent oral communication and presentation skills.
• Focus on guest satisfaction by effectively conveying information and addressing questions.
• Provide informative and accurate answers to visitor inquiries.
• Maintain up-to-date knowledge of walking tours, relevant facts, object information, and stories related to the history of Taliesin, Taliesin West, Organic Architecture, and Frank Lloyd Wright.
• Deliver outstanding customer service, ensure visitor safety, and communicate clear safety measures and practices to maintain group control and minimize potential damage to our historic property.
• Interact with guests, employees, and volunteers in a friendly and professional manner.
• Participate in “Ask Me Stations” hosting positions for special events, public events, and private events as scheduled. 
• Facilitate the individual set up of the audio tour experience for each guest.
• Serve as an information resource for guests and members during the audio tour experience.
• Effectively communicate information to all visitors.
• Interact with guests, employees, and volunteers in a friendly and professional manner.
• Adhere to departmental policies and procedures, Employee Handbook, and follow safety procedures.
• Consistently perform job duties to a high standard with accuracy.

Requirements

Minimum Qualifications and Requirements:

To successfully perform this role, individuals must meet the following criteria:

• High school diploma or equivalent.
• Minimum 6 months’ related experience in customer service industry.
• Strong communication skills.
• Effective multitasking abilities.
• Proven problem-solving and interpersonal skills, including working, and communicating with diverse teams and audiences (adults, children, staff, the public, and volunteers).
• Ability to work well under pressure, meet deadlines, and adapt to changing environments.
• Ability to understand and follow written and verbal instructions.
• Ability to stand for extended periods and navigate desert weather and terrain.
• Commitment to working up to 25 hours per week, including during high visitation periods (February-April), with flexibility in scheduling and daily duties. Available for weekend and holiday shifts.

Preferred Qualifications:

• Academic and/or professional background in one or more of the following: Communications (including Public Speaking), Museum Studies, Customer/Visitor Services, History, Art History, General Education, or related disciplines.
• 1+ years of customer service experience.
• 1+ years of public speaking experience.
• 1+ years of retail or call center experience.
• Demonstrated proficiency with technology, including hardware and software such as computers, iPads, MP3 players, smartphones, and handheld devices.
• Familiarity with technology including Microsoft Office Suite and Altru, or the ability to learn the software during training.
• Familiarity with Frank Lloyd Wright and his architectural principles.

Physical Demands and Work Environment: The physical demands and work environment described here are inclusive and considerate of the diverse needs of all employees, including individuals with disabilities. Reasonable accommodation will be provided to ensure that individuals can successfully perform the essential functions of this job.

Physical Demands: To perform the essential functions of this job, employees may be required to engage in various physical activities. These activities include standing, walking, sitting, using hands to handle objects, tools, or controls, reaching with hands and arms, climbing stairs, maintaining balance, stooping, kneeling, or crouching. Additionally, effective communication through talking and hearing is consistently required. The employee may occasionally need to lift and/or move up to 25 pounds. This job requires specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: The duties of this job may expose employees to weather and environmental conditions that are prevalent at the time, considering the diverse needs of individuals. The work environment aims to be inclusive and accommodating. The noise level in the work environment is typically moderate.

We strongly encourage individuals who may not meet all the listed requirements to still apply for this position. We value diversity and believe in providing equal opportunities to all candidates. If you possess a strong passion for the role and are motivated to learn and grow, we are committed to considering your application and providing reasonable accommodations to help you succeed in this job. Your unique perspectives and experiences can contribute to our team and enhance our overall success.

This job description does not constitute a contract for employment with the Frank Lloyd Wright Foundation or any affiliate, either expressed or implied, and the Frank Lloyd Wright Foundation reserves the right at any time to change, delete, or add to any of the provisions at its sole discretion. Furthermore, the provisions of this job description are designed by the Frank Lloyd Wright Foundation to serve as guidelines rather than absolute rules, and exceptions. 

The Frank Lloyd Wright Foundation is an Equal Opportunity Employer.