Parkway Visitor Experience Shift Lead

Philadelphia, PA
Position type: Part Time up to 30 hours a week
Schedule: 3-4 days a week; 8-hour shifts (9am-5pm or 10am-6pm); At least 1 weekend day required
Compensation: $18-$19 / hour
Location: Parkway Visitor Center & Rocky Shop

Position description:
The Parkway Visitor Experience Shift Lead is responsible for welcoming visitors and one of Philadelphia’s most visited tourist attractions – The Philadelphia Art Museum and it’s famous “Rocky Steps.” This outgoing, extroverted hospitality professional enjoys meeting new people and sharing their Philadelphia-area recommendations with visitors from down the road and around the globe.
This person is responsible for supervising 1-2 part-time Visitor Experience Associates during each shift, and working as a team to deliver a fun, clean, shopping experience for Rocky fans and other visitors to Philadelphia’s Benjamin Franklin Parkway.
The Parkway Visitor Experience Shift Lead is responsible for maintaining a clean and tidy site, warmly greeting tourists and local visitors of all ages, sharing local recommendations and wayfinding information, and selling tickets to Philly-area tours, museums, attractions, and special exhibits.

Position duties:

• Shift lead responsible for overseeing daily opening and closing processes, maintaining well-stocked shelves, and directing staff to complete tasks throughout the day.
• Serve as the lead concierge on duty, greeting visitors, responding to questions, encouraging engagement, and providing outstanding customer service.
• Provide Parkway Visitor Center manager with accurate, up-to-date information about supply needs, inventory levels, unforeseen issues, and additional support needed to provide a world class visitor experience.
• Maintain clean, well organized, and well-stocked in-store product displays throughout the day in a fast paced retail environment.
• Support Parkway Visitor Center Manager with product placement, inventory tracking, and executing promotional strategies while on shift.
• Identify and fulfill visitor needs, e.g., directions, daily itinerary, hotels, attractions, etc.
• Promote and facilitate ticket sales to the Philadelphia Museum of Art and other local attractions (museums, tour, restaurant reservations, etc.)
• Cross-selling products or recommending souvenirs to guests based on interest and size of the group.
• Responsible for accurate opening and closing of cash registers and ticket inventory.
• Responsible for first effort to resolve guest complaints/issues to ensure an above satisfactory closure.
• Maintains a positive attitude and models excellence in visitor services in a fast-paced environment.
• Answer questions from visitors via email, telephone, and in-person.
• Has a professional appearance that keeps within the company’s uniform standards.
• Maintains a neat and well-stocked work area (brochures, tickets, supplies); ensure that job-related equipment is functioning properly (register, computer, ticket printer)
• Assists in restocking merchandise and partners/ brochures.
• Additional tasks as required/requested.

Position requirements:

• Must have experience in a fast paced retail or hospitality environment.
• Must be friendly and outgoing.
• Must be passionate about Philadelphia and delivering on its reputation as a world class city.
• Must be willing to work a flexible schedule, including weekends and all U.S. holidays; the Independence Visitor Center is open 363 days per year (closed Thanksgiving Day and Christmas Day).
• Be knowledgeable of the city and surrounding region and resourceful in finding accurate up to date information.
• Strong delegation and time management skills.
• Must be organized, detail-oriented and able to muti-task in a fast-paced environment.
• Have good problem-solving/resolution skills.

Education, Experience, Skills:

• 2+ years of customer service or hospitality experience.
• College degree or working towards a college degree preferred.
• Muti-lingual skills a plus
• Ability to work in a fast-paced, collaborative environment.
• Proficiency in ecommerce applications, point-of-sales use, map and transit applications, and web applications.

Core Competencies:

• Ability to welcome visitors, identify their needs, and provide solutions to those needs from across a broad portfolio of solutions.
• Ability to respond to unexpected issues or situations in real time, and use best judgement to improve or resolve unexpected situations.
• Ability to use multiple e-commerce platforms to book tickets and make reservations for guests.
• Ability to use point-of-sales system in the execution of day-to-day duties.
• Ability to process sales and related transactions with speed and accuracy.
• Ability to learn, maintain, and search for information about the Greater Philadelphia area, providing information and directions to visitors.
• Ability to execute and communicate special events and happenings in partnership with PVCC vendors, hotels, visitor bureaus and tour partners.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to lift and carry materials up to 35 lbs
• Able to stand for periods of 4-8 hours

About the Philadelphia Visitor Center (PVC)
The Philadelphia Visitor Center is a a 501(c)(3) nonprofit hospitality organization dedicated to welcoming visitors Philadelphia and connecting them to memorable authentic Philadelphia experiences. With six locations in Center City Philadelphi, we have access to all the city has to offer—actives, tickets, reservations, and opportunities. Talk with helpful, well-connected staff at the Visitor Center, and they’ll turn your visiting wish list into an unforgettable itinerary, made just for you.
The PVC operates in cooperation with the National Park Service, Visit Philadelphia®, the Philadelphia Convention and the Visitor Bureau, the City of Philadelphia, and the Commonwealth of Pennsylvania.
The Independence Visitor Center, located in Philadelphia’s Historic District, is the official visitor center for the Greater Philadelphia Region and primary point of orientation for Independence National Park, Independence Hall and the Liberty Bell.