Visitation Outreach Specialist

Visitation Outreach Specialist

Full-Time

Background:

The Education and Guest Services Division provides meaningful learning opportunities for Mount Vernon's one million annual visitors and students in classrooms around the country. Through a diverse portfolio of interpretive experiences, engaging public programs, and online resources, we expand each learner's understanding of, and appreciation for, our nation's Founding Father and the world in which he lived. The Guest Services Department facilitates guest access to, and use of, the state. Guest Services manages ticketing operations, group reservations, the estate-wide Call Center, shuttle services; wharf operations, use of the Ford Orientation Center, the Donald W. Reynolds Museum and Education Center, and other guest amenities/services.

Essential Duties:

The Call Center functions as a cohesive team to book and process a high volume of domestic and international group visits to Mount Vernon for tour companies and vendors, school and youth groups, as well as visits for families and individuals. The team serves as the Call Center and the voice of Mount Vernon, providing personalized customer service and responding to a wide array of questions, managing requests, and providing solutions.

This position will have a special focus on creating templates for services & resources for audiences such as schools, military families & groups as well as international visitors.

• Serve as an expert concierge for visiting target audiences to help with questions, problems or concerns for their visits as well as creating best practices for other Call Center & Guest Services staff.
• Initiate pre & post visit engagement for those target audiences, focused on creating or enhancing channels for relationship building with Mount Vernon.
• Support development & maintenance of pre & post visit materials.
• Strengthen relationships with tour operators as a conduit for providing content & resources to targeted visiting groups.
• Engaging with audiences onsite to start new contact points by creating & implementing new channels & methods for gathering contact information both local, national & international.
• Building up & strengthening current communication channels for resources.
• Liaise across departments to support resource creation & dissemination for target groups as well as marketing to target groups.
• Book and process reservation requests for group and individual visits, VIP tours, virtual and distance learning offerings, public and private events and programs, group meals, and other unique offerings.
• Work seamlessly within the team to respond to and fulfill all requests quickly and consistently, sending correspondence, tracking and processing payments with accuracy and discretion, through the Tessitura software.
• Maximize group and individual experiences through accurate and engaging communications via phone, email, and other platforms, addressing concerns, securing tickets, suggesting itineraries, and selling various admission enhancements.
• Process Memberships and Donations, assisting with Member bookings and resolving any issues.
• Support and collaborate with stakeholders across the institution by managing program registrations, facilitating bookings, and managing internal guide resources.
• Maintain a thorough understanding of various Estate logistics, programs, pricing, and content to create the best experience for each guest and group and to clarify and improve website information.
• Perform other Guest Services duties when necessary, including, the opportunity to represent Mount Vernon at networking events.

Qualifications:

• 2-4 years' experience in processing group reservations, or a call center environment
• 2-4 years' relevant experience or Bachelor's degree in related field preferred
• Advanced proficiency in customer service and a professional demeanor is necessary
• Strong communication skills, both written & verbal are required
• Must be responsible, flexible, punctual, and able to work well under pressure
• Ability to work creatively and effectively as a member of a team with multiple responsibilities
• Proficiency in Microsoft Office is required and experience with ticketing or booking systems is preferred

Special Requirements:

Must be able to work a flexible schedule to include holidays, weekends, and nights as programs and Estate hours require.

Compensation: $19-$24

Benefits:

403(b) Retirement plan with employer matching

Employee recognition at 5 years of service

Monthly employee events

Employee referral program

On-site Library

Discount on Public Event Tickets

Discount in the Mount Vernon Shops

Discount at the Mount Vernon Inn and The General''s Canteen

Free Parking

Health, Vision, and Dental insurance

Short Term Disability, Long Term Disability, and Life Insurance

Paid leave for sick time, vacation, and Holidays

Flexible spending account for medical care

The Mount Vernon Ladies'' Association is dedicated to creating an inclusive environment for all employees. As an Equal Opportunity Employer, we are committed to building and retaining a team that represents a variety of skills, experiences, and perspectives.  All employment decisions are based on business needs, job requirements, performance, and qualifications without regard to race, religion or belief, national or ethnic origin, gender/sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital or domestic partnership status, veteran and military status, family or parental status, or any other status protected under federal, state, or local law. The Mount Vernon Ladies'' Association will not tolerate discrimination or harassment based on any of these characteristics.