Visitor Experience Representative - Lead on Duty

POSITION SUMMARY: The primary duty of the Visitor Experience Representative – Lead on Duty (LOD) is to manage front-of-house operations at the Louisville Visitor Center (VIC) when full-time staff are not present. This entails providing the ideal visitor experience for each guest. LODs coordinate duties for part-time frontline staff and volunteers to ensure visitors have an exceptional and memorable experience at the Visitor Center. Note: though Leads on Duty will work shifts at the airport Welcome Center, there are currently no LOD-specific tasks at that location (subject to change as operations evolve). PRIMARY DUTIES AND RESPONSIBILITIES: Perform Daily Louisville Visitor Center Operations o Open the Louisville Visitor Center in the morning Use key to access building and let in other staff and volunteers as they arrive Count in money and open POS/Register Get Louisville Visitor Center ready to open for day o Close Louisville Visitor Center in the evening Lock doors Count money and draw up deposit; settle credit cards Run closing reports and leave notes for VIC Management o Utilize and Troubleshoot Register/POS system o Make bank deposits and get change when needed o Report when merchandise, printed collateral, and office supplies need to be replenished Coordinate part-time staff and volunteers o Assign duties, delegate tasks, and ensure staff and volunteers are doing all jobs when necessary o Ensure staff breaks are being taken o Support full-time with new hire training o Make sure Standard Operating Procedures are being followed Merchandising o Run Merchandise Reports for restocking o Monitor merchandise to ensure areas stay stocked and tidy o Check in merchandise that is delivered to Louisville Visitor Center o Receive merchandise into POS system when Purchase Orders are completed Handle Visitor Interactions o Differentiate when inquiries and concerns can be handled at the Louisville Visitor Center and which ones need to be delegated to other departments or directly to a Louisville Tourism Partner o Aid staff working with visitors on information, merchandise, and POS Follow Standard Operating Procedures (SOP) and Crisis Plan o Assess the situation and follow the corresponding SOP or Crisis Plan directive o Keep staff and volunteers calm and focused and provide directions to complete o Inform VIC Management of incidents and complete any paperwork when necessary QUALIFICATIONS: One to two years' experience in hospitality/tourism or retail sales Working knowledge of Louisville Area and attractions with ability and desire to continue their tourism education and share with others Computer proficiency, including Microsoft Office Suite products; ability to use Microsoft Excel, Microsoft Outlook, and Microsoft Word Ability to operate an iPad/tablet, cash register, or other IT equipment Capability to communicate effectively both verbally and in writing Must be people-oriented and enjoy working with the public with an enthusiastic, energetic, and positive attitude Can proactively commit to ask and follow through tasks to completion; able to handle multiple projects in a fast-paced environment Self-motivated, dependable, and able to work with a team Can remain calm under pressure and resolve challenges Must be detailed-oriented PHYSICAL REQUIREMENTS Standing for extended periods of time while working with Visitors and staff Sitting for extended periods of time while working on reports or projects that require a computer Ability to lift boxes up to 30lbs, use a ladder, and perform other physically active duties necessary to stock the Louisville Visitor Center and/or set up events held inside the Louisville Visitor Center OTHER REQUIREMENTS Must be able to work weekends, weekdays, and some nights Additional hours as needed when Louisville Visitor Center is hosting events Attend scheduled staff meetings Participate in bi-annual Inventory Job Type: Part-time Pay: $16.00 per hour Work Location: In person