Guest Services Data Associate

Job Description

Job Description

The Guest Services & Data Associate ensures a positive experience for guests, and is responsible for CRM data entry including admissions ticketing, event and program ticketing, membership fulfillment, member mailings, and renewal tracking and correspondence. The ability to work a flexible schedule is necessary.

 

ESSENTIAL FUNCTIONS:

1. Provides guests and members with a gracious, efficient, and welcoming experience in all aspects of their experience at the Reserve. Works in a fast-paced environment welcoming guests, answering questions, fielding customer service calls, selling memberships and shop merchandise, supporting events, and providing excellent hospitality around the Reserve.
2. Assists the Guest Services Manager with Blackbaud CRM data entry, maintaining up-to-date member records, issuing new membership cards and information, and maintaining admissions, program, and event ticketing for advance reservation.
3. Ensures that membership data is entered, and membership is issued, in a timely, accurate manner.
4. Assists in answering inquiries and resolving guest and member issues.
5. Facilitates imports and data batching between CRM, POS, and other database systems.
6. Provides support with orientation tours for guests and members.
7. Welcomes guests to the Bloedel Reserve graciously, effectively, and efficiently to ensure that guests have a positive experience and feel welcomed. Adheres closely to Reserve hospitality standards.
8. Provides interpretive information to guests, answers guests’ questions, provides orientation, and helps to ensure their visit is enjoyable and memorable.
9. Possesses knowledge of gift shop products and takes the initiative to describe and sell merchandise to guests.
10. Uses the point-of-sale program to sell memberships and shop inventory.
11. Provides support for evening, weekend, and seasonal Reserve events.
12. Assists with gift shop and general Reserve opening and closing duties.
13. Participates in the Guest Services Lead rotation.

 

REQUIREMENTS:

1. Prior experience with POS systems and CRMs/databases (Blackbaud Altru Preferred)
2. Excellent people skills and the ability to work and communicate with a wide variety of people. Excellent verbal communication and listening skills; and excellent customer service skills. Demonstrated ability to provide excellent customer service to a diverse population.
3. Possesses a strong service orientation, positive disposition, flexibility, and sense of humor.
4. Experience handling cash transactions in a fast-paced environment is preferred.
5. The ability to work well independently and in coordination with other Operations team members, volunteers and staff. 
6. Demonstrated skills at decision-making, problem-solving, and maintaining a calm demeanor during stressful and emergent situations.
7. Ability to stand and work on feet for an extended period, and endurance to walk, stand, kneel, bend, stoop, climb and to push, pull and lift up to 25 lbs.
8. Availability on flexible schedule (including weekends, evenings, and holidays) as required

SYSTEMS/EQUIPMENT USED

• Blackbaud Altru, Social Good Services, Microsoft Outlook, BambooHR, Lightspeed POS

Our Commitment to Diversity: Bloedel Reserve is committed to fostering a culture of inclusion and belonging. We recognize that public horticulture has historically excluded and continues to disproportionately exclude Black and Indigenous people, people of color, people with disabilities, and LGBTQ+ people. We strongly encourage applications from individuals with these identities, as well as anyone who brings a unique perspective to our work.

We are committed to supporting employees by making accommodations as needed, ensuring accessibility, and promoting an environment where employees feel valued and empowered to grow.