4ADKIB-Visitor Relations Spec B - 403-Visitor Relations

Contract Labor Assignment Tour Guide - Visitor Relations

Client Future of Flight, a public attraction which showcases Client and aviation/aerospace innovation, is seeking experienced tour and guest service professionals to deliver world class experiences. As one of Puget Sound's most popular tourist attractions, Client Future of Flight typically welcomes more than 300,000 visitors every year to experience tours of the Everett factory along with a 26,000 square foot Gallery of interactive and educational exhibits showcasing a wide range of aerospace innovation and STEM learning concepts. In addition, the facility hosts special events and community activities, as well as various educational and public programming engagements.

Visitor Relations Tour Guides serve as brand representatives and are responsible for learning and presenting detailed Client content and scripted material to deliver enhanced experiences such as the Everett Factory Tour, Client Backstage Pass, and other interactive presentations. This role also supports engagement throughout the Future of Flight facility, including ticketing and lobby services, leading interactive STEM activities such as robotics and drone experiences, and interpretation of gallery exhibits. In addition to giving tours, responsibilities involve other tour operations assignments and posts. Visitor Relations team members must demonstrate active visitor engagement and customer-focus, as well as capacity and enthusiasm for learning and sharing accurate information about Client products and aviation concepts. They will coordinate with other team members to conduct daily on-time business processes to support Future of Flight priorities. This opening is for full-time positions which will include work on weekends and holidays. Client Future of Flight is currently open five days a week, Thursday through Monday. Operating hours are subject to change based on seasonal need, special events, and operational growth.

Primary duties include:

• Engaging customers enthusiastically; supporting all aspects of visitor experience to enhance Client brand and products. Actively creates exceptional experiences for a diverse audience.
• Creating a positive impression of The Client Company, reflecting Client values in all activities and in all contact with the public.
• Memorizing and delivering extensive scripted material and approved messaging to guests. Actively incorporates script updates and new content as required. Practices continuous learning with supplemental material and Client Company news.
• Leading tour activities with up to 52 attendees and theater presentations with up to 200 attendees.
• Facilitating ticket purchases, guest greeting and briefing, theater tech and other operational assignments in support of these programs.
• Assisting visitors with general building wayfinding and services at both Future of Flight and Everett Factory sites.
• Learning gallery and exhibit content and actively engaging with visitors to share information accurately. Facilitates interactive experiences with general public, groups and event guests. Proactively addresses and/or reports safety issues or concerns. Assists with evacuating guests during emergencies and implements safety training practices as needed.
• Working efficiently to optimize program timing and throughput with tours and works collaboratively on position coverage and rotations.
• Working a flexible schedule which may include early mornings, mid-days, and evenings, plus weekends and holidays as tour and event schedules require.
• Completing mandatory training assignments in a timely manner and participating actively in team training and meetings.

Required qualifications include:

• 1 or more years' related work experience in a role which required strong customer service and communication skills.
• Experience with a role that requires presenting, training, teaching, or acting in a client facing environment.
• Experience working in a team environment.
• Proven reliability, punctuality and regular attendance.
• Flexible schedule with ability to work early mornings, mid-days, evenings, weekends and holidays.
• Must be able to work in standing or walking positions for up to six (6) hours per shift.

Preferred qualifications include:

• Six months' experience giving public tours and/or public speaking.
• Six months' experience with technology related to events, exhibits, or POS.
• Proficient with Microsoft Office tools.
• Any experience with Client and/or Client Future of Flight.

Ability to perform the following requirements:

• Punctual attendance and compliance with daily team rotation and break schedules.
• Ability to speak intermittently for 90 minutes at a time, 3-4 times daily.
• Professional written and verbal communication skills, information retention skills.
• Frequent walking on various surfaces and standing.
• Occasional stair climbing/descent.
• Occasional to frequent sitting.
• Occasional grasping/handling and keyboarding/mouse use.
• Limited lifting, reaching, carrying, pushing/pulling up to 20 pounds, gripping, squatting, neck and head rotation, bending and twisting.
• Ability to use: radio, microphone, computer, cell phone, writing implements, cleaning supplies, PPE equipment.

Training and competency requirements include:

• Successful training completion is a contingency of employment.
• Engages customers proactively. Creates a positive impression of The Client Company, reflecting Client values in all activities and in all contact with the public.
• Memorizes and delivers scripted material and approved messaging to guests. Actively incorporates script updates and new content as required.
• Proficient with gallery and exhibit content and actively engages with visitors to share information accurately.
• Facilitates interactive experiences with general public, groups and event guests as requested.
• Proactively addresses and/or reports safety issues or concerns.
• Uses good judgment and teamwork to collaborative effectively on staffing coverage and rotations.
• Completes mandatory training assignments in a timely manner, and participates actively in team training and meetings.
• Is gracious and hospitable at all times. Maintains poise under pressure, eye contact and has a friendly communication style, and strong customer service focus.
• Proficient with ticketing system and functions, and other locations as trained and assigned.

Dress code: Business casual appearance standards. Footwear must meet factory safety requirements.