Guest Services and Tourism Sales Associate

The Guest Services and Tourism Sales Associate provides excellent customer service to all Museum guests. Sells tickets and answers questions about the Museum and surrounding area. Assists Guest Services management in ensuring successful day to day operations. Supports the Tourism Sales department with administrative assistance for motor coach groups, Familiarization (FAM) tours, reporting, customer service, and tour record keeping. Maintains the standard operating procedures for the department.

Responsibilities

Guest Services

  • Cordially greets guests and sells tickets; assists with various guest questions including, but not limited to:  memberships, Make Your Own Glass, tour enhancements, demonstrations schedules, parking, gift cards, hours of operation, and way-finding.
  • Answers phone calls; manages external phone calls received on the Museum operator line regarding the Museum and the surrounding areas.
  • Works in any area of the Museum as requested, including the Welcome Center, Group Tour Check-in, Hot Glass demonstration areas, Information desks, The Studio and the Rakow Research Library.
  • Ensures the highest level of guest satisfaction, demonstrating the ability to communicate expectations and follow up with guests and staff.
  • Responsible for Make Your Own Glass reservations; manages reservation schedules, cancellations, changes, shipping arrangements, pick-ups, wrapping for sandblasting and studio class details.
  • Effectively communicates pertinent information about daily activities and events on an ongoing basis to all departments, as needed.
  • Completes safe transactions accurately when making change for registers.
  • Maintains accurate admissions records and assists in maintaining supplies such as brochures, admission tickets, exhibit information, touring diagrams, register tapes, and group tour kits.
  • Communicates POS software/hardware issues to the supervisor and/or CMoG IT department.
  • Assists at Hot Glass demonstrations to provide direction, seating, raffle tickets, and information.
  • Performs work for other departments as requested and as time permits.
  • Assists at various CMoG events such as Holiday Open House, 2300°and Seminar.
  • Supports and amplifies the Museum’s commitment to diversity, equity, and inclusion.

Tourism Sales and Marketing

  • Provides back up and assistance to the Tourism Sales department.
    • Plans and executes a variety of visit experiences for tour groups.
      • Meets and greets scheduled tour groups.
      • Provides on-site management of groups to ensure they successfully adhere to their itineraries.
      • Serves as the Museum representative, providing on-site direction and execution of logistics to ensure continuity of the visits.
    • Handles email, phone, and in person inquiries. Ensures responses are prompt and professional.
    • Books and confirms internal/external tours including motor coach groups, FAM tours, site visits by tour operators and various other interested parties.
    • Writes and maintains standard operating procedures (SOP) for all functions of the reservation process with input from other departments.  Works with Tour Sales and Reservations Specialist to maintain SOP binder.
    • Assists in coordinating reservations of special tour packages with all other departments such as Culinary, Shops, The Studio, Education (including guided tours), Hot Glass Demo team and all other special events associated with group tours and leisure market traffic.
    • In conjunction with other departments, maintains accurate records for all tour requirements, manages final counts, and timely follow-up for effective planning and scheduling purposes.
    • Conducts follow up with responsible tour company for any missed payments or payment concerns at time of visit as needed.
  • Assists with logistics for tradeshows such as travel arrangements, prep, and shipping.
    • Including but not limited to:  requesting and receiving Hot Glass demo pieces for giveaways, obtaining Make Your Own Glass projects and marketing materials, and packing all necessary items into bins to be transported to the shows. 
  • Supports CMoG’s online reputation management by monitoring and responding to third-party review sites.  Works with Tourism Sales Specialist to enhance the consumer sales strategy.
  • Supports Counterpoint and Outbound as it relates to reporting, database clean-up, and feedback; serves as subject matter expert on Point of Sale and Online Reservations systems for group reservations process.
  • Develops and maintains accurate contact lists and reports in all applicable software programs to insure data integrity and usefulness.
  • Responsible for the collection and reporting of benchmarking data when requested.
  • Assists in planning and support for the tour guide appreciation event for tour guides from the top tour companies.
  • Responsible for updating, printing and distributing tour guide training manuals; provides new tour guide training when requested.
  • Attends and/or assists at relevant trade shows as a knowledgeable representative of the Museum and the Finger Lakes region as requested.
  • Assists in developing and monitoring inventory of all marketing, procedural and sales print products for the tour solicitation and reservation processes.

Qualifications

  • Associate degree required.
  • Minimum one-year experience working with the public in a sales or similar position.
  • Working knowledge of reservations software, proven aptitude with computers, and familiarity with Microsoft Office software including Word, Excel and PowerPoint.
  • Prior experience in providing excellent customer service; able to handle the stress of high customer demands in a hospitability (public) environment.
  • Ability to represent the Museum in a professional manner in person and by telephone; professional appearance and cordial attitude towards all guests and staff members.
  • Excellent communication and listening skills and the ability to apply common sense to carry out instructions.
  • Ability to multitask and complete tasks in a timely and accurate manner
  • Ability to work as a dependable member of a team.
  • Knowledge of the Finger Lakes region desired.
  • Some weekends, evenings and holidays required.

To Apply

Email, fax, or mail resume with cover letter to employment@cmog.org, fax to (607) 438-5410, or send to Corning Museum of Glass, One Museum Way, Corning, NY 14830, Attn: Human Resources.

An Equal Opportunity Employer.