Role: Lead Visitor Experience Associate
Reports To: Visitor Experience Supervisor
FSLA Status: Hourly, Non-exempt, Full Time (35 hours)
Location: New Canaan, Connecticut
The Role: The Lead Visitor Experience Associate will lead the way in making Grace Farms Foundation (GFF) a welcoming place for all who visit, ensuring high quality customer service, and assisting with the administrative functions for the department. The Lead Visitor Experience Associate will be part of a 3-person supervisory team, overseeing and working alongside the Visitor Experience Associates stationed in various locations on the property, including, but not limited to the Welcome Center, Sanctuary, Library and Court.
Your Day-to-Day: Model outstanding customer service and visitor-centered best practices for the Visitor Experience Associates, ensuring that visitors receive prompt, efficient and pleasant attention whether it be in person, on the phone or via e-mail. Conduct morning meetings with the Visitor Experience Team to disseminate site-wide information about daily events and programs. Available to serve as on-site primary point of contact to respond to questions from visitors and the Visitor Experience Team. Assist with training new and current Visitor Experience Associates to enhance the skills and competencies of each team member. Provide guidance and support when needed to the Visitor Experience team. Ensures that the site is ready to receive visitors and the Visitor Experience Team is equipped with information and collateral in their assigned spaces. Greet and orient school and tour groups, as well as partner organizations, prior to opening for on-site experiences with our Education & Engagement Specialists. Monitor and manage inventory of retail items and books for Welcome Center & Library. Assist with maintaining and managing our Guest Relations email inbox. Authors and updates Standard Operating Procedures, Events & Visitor Experience handbook and other training manuals, as needed. Continuously expands personal knowledge about GFF, its grounds, offerings, exhibitions, events and initiatives by active participation in training, staying abreast of news, events, and programs through team meetings, verbal, written and electronic communications, asking questions of staff and supervisors, and observing on-site activities. Anticipates and responds to visitor needs by providing accurate and helpful information about Grace Farms and all its offerings. Provides suggestions for personalized visit itineraries based on the visitors' needs, interests, time, and other visitors attending with them (family, children, adults). Promotes and educates visitors to the benefits of membership and processes membership applications including upgrades and renewals. Solicits and records visitor feedback, suggestions, complaints and compliments about their experiences at GFF and make the supervisory team aware of such feedback for use in continuous improvement and quality control initiatives and efforts. Alerts supervisory team to potential issues, problems and possibilities in a timely manner. Follows all safety protocols when greeting and processing visitors, guests, staff and members at the Welcome Kiosk upon arrival. Provides helpful and friendly guidance and direction to each arriving guest and member to start their visit to GFF in an exceptional manner. Using best judgement, respond to visitor situations, in a timely, calm and clear manner. Serves as part of the larger Events & Visitor Experience Team in various visitor experience capacities to extend hospitality to guests at public and private events at Grace Farms including, but not limited to: greeting, registration check-in, wayfinding, and providing necessary information to guests to ensure a welcoming and meaningful event and experience for all. Always maintains a positive and professional image, reflecting pride in the position and enthusiasm for the Foundation. Constantly contributes positively and enthusiastically as part of a team-oriented department with a "can-do" and joyful attitude. Other duties as assigned. Skills & Abilities: Proven ability to direct, coach and mentor a team. Proven ability to work comfortably and effectively with computers and other visitor facing technology. Experience with Point of Sale systems greatly preferred. High energy, enthusiastic, customer centered intelligence and acumen is essential. Must possess superior interpersonal and communications skills, with the ability to extend kindness, grace and joy with every interaction. Proven experience as a team player who is highly organized, adaptable and flexible to meet time, priority and workload demands as well as shifting schedules and unexpected circumstances that come with working with the general public. Must be able to maintain a calm exterior presence during periods of high volume, high stress or unusual events. Proven ability to work comfortably and efficiently with computers, electronic communications, and other technology. Punctuality is key, as well as the ability to work flexible hours including evenings, weekends and some holidays. This position will work both indoors and outside depending on season and weather. Hours are subject to change on a weekly basis due to events and circumstances. Must have transportation, valid background check, and ability to work weekends and evenings. This position must work on site at Grace Farms in New Canaan, CT Education & Experience High school diploma or equivalent required. Bachelor's, or course work related to obtaining a degree preferred. Must be at least 18 years of age. Minimum of one (1) year experience as a team supervisor, leader, or key holder is required. Previous experience in customer-service related positions required. Previous experience in supporting and representing the organization in programming and events. Physical Requirements: While performing the duties of this job, the employee is frequently required to walk or stand, sit, see, read and speak English clearly, hear and use hands to reach, handle or feel. The employee is occasionally required to climb, stoop, kneel or crouch. The employee must occasionally lift, push and/ or move up to 25 pounds. Compensation range based on experience $21/hour
Benefits Grace Farms offers a competitive benefit package that includes a choice of medical plans, a dental and vision plan, 100% employer-paid basic life insurance and short-term disability and a 403(b)-retirement benefit with an organization match. We encourage our staff to take time-off to rest and recharge and provide PTO, sick, and personal days as well as 11 paid holidays. All staff are welcome to explore the beautiful 80-acres of our preserved land and may take part in any of the numerous public events on-site.
About Grace Farms Grace Farms is a center for culture and collaboration in New Canaan, Connecticut. We bring together people across sectors to explore nature, arts, justice, community, and faith at the SANAA-designed River building, situated on 80 acres of natural landscapes. Our humanitarian work to end modern slavery and foster more grace and peace in our local and global communities includes leading the Design for Freedom movement to eliminate forced labor in the building materials supply chain.
Grace Farms is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
