Information Center Guest Service Specialist

Salary: $23.11 - $28.38 Hourly
Location : Frisco, CO
Job Type: Year Round Full Time
Job Number: 2023-11-30
Department: Marketing and Communications
Opening Date: 11/30/2023
Job Description
The Frisco/Copper Visitor Information Center Guest Service Specialist position is a non-exempt (hourly) position that is expected to provide accurate and helpful information and high quality customer service to all visitors and residents in support of Frisco's thriving economy. The Visitor Information staff also act as liaison between visitors, residents, local businesses, Town of Frisco government staff, and Copper Mountain. This position also involves marketing and communications projects, including but not limited to social media posts, website updates, e-newsletters, and other projects as assigned. The Visitor Information Center is open seven days a week (closed on Thanksgiving, Christmas, Christmas Eve, and New Year's Day), and hours of operation vary from summer to winter.
Responsibilities

• Provide exceptional level of Guest Service to visitors by greeting, assisting, and providing accurate information that supports Frisco's local businesses and visitor experience with a professional and friendly demeanor.
• Respond to guest, resident, and business inquiries and feedback in person, over the phone, and via email or social messaging tools in a timely and professional manner.
• Handle repetitive questions, scenarios, and tasks with patience and professionalism.
• Maintain a welcoming environment at the Visitor Information Center, while ensuring that the Information Center is clean and organized.
• Maintain a high level of knowledge regarding all town departments, events, businesses, the region, and the state by regularly and proactively researching and developing materials that meet the needs of guests, residents, and local businesses.
• Maintain a current display of materials, such as brochures, visitor packets and maps. Responsible for tracking, restocking, and ordering materials.
• Track referrals, visitor numbers, and types of inquiries and then prepare monthly reports.
• Facilitate a survey program to include setting goals, analyzing data, creating reports, and encouraging staff to ask for surveys.
• Book Town activities, such as boat rentals and tubing, using a booking software and complete sales and transactions by using magnetic card readers and point of sale software. This includes cash handling and responsibility for daily reconciliations and preparing deposits.
• Open and close the Visitor Information Center as keyholder and identify and communicate issues with the building to Public Works staff or cleaning staff and follow through until the issue is resolved.
• Responsible for managing a purchasing card and subsequently making purchases within budget and reconciling and coding credit card statements.
• Act as a liaison between the Town and Copper Mountain Resort and sell and promote Copper Mountain summer and winter activities and events.
• Create and post content for Town of Frisco Facebook and Instagram accounts.
• Support the online business directory by updating listings, troubleshooting with businesses, and training businesses to manage their listings.
• Brainstorm and write content for a monthly visitor e-newsletter.

Other Responsibilities:

• Adheres to Town of Frisco policies, competencies, standards, and regulations including but not limited to proper attire, safety procedures, and overall professionalism.
• Ability to function and make good decisions in the absence of a supervisor.
• Communicates with Town of Frisco employees, citizens, customers and vendors in a professional, courteous and timely manner both verbally and in writing.
• Performs other job duties/responsibilities as assigned by management.
• Employees are held accountable for all duties of this job.

Requirements
List specific knowledge, skills and abilities needed for position (specify whether required or preferred):
AreaCommentsEducation:

• GED or High School Diploma

Computer Operations:

• Microsoft Office, Search Engines, and Social Media

Licenses, Certifications or Accreditations:

• CPR, AED and First Aid certification to be provided by the Town of Frisco

Previous Work Experience:

• 2-3 years in Guest Service

Previous Supervisory Exercised:

• NA

Language Ability:

• Required: Ability to communicate effectively in English, both verbally and in writing.

Decision Making Ability:

• Required: Ability to function independently and make sound and reasonable decisions in the absence of supervisory guidance.

Other:

• Ability to use a multi-line phone (extensions, transferring, etc.)
• Solid interpersonal communication skills, as well as professional phone etiquette, and a neat and professional appearance
• Significant knowledge of Frisco, Summit County, and Colorado

Physical Demands
WeightLIFTING: Does the job require weight to be lifted or force to be exerted? If so, how much and how often?ActivitiesOTHER PHYSICAL ACTIVITIES REQUIRED: How much on the job time is spent performing the following?Up to 10 Pounds2/3 OR MOREStanding2/3 OR MOREUp to 25 Pounds2/3 OR MOREWalking1/3 to 2/3Up to 50 PoundsUP TO 1/3Sitting1/3 to 2/3Up to 100 PoundsNoneUsing hands to finger, hands to feel2/3 OR MOREMore than 100 PoundsNoneReaching with hands and arms2/3 OR MOREClimb or balanceUP TO 1/3Stoop, kneel, crouch or crawlUP TO 1/3Talk or hear2/3 OR MORETaste or smellUP TO 1/3
OTHER PHYSICAL ACTIVITIES REQUIREMENTS OR PHYSICAL DEMANDS:
Indoor/Outdoor: 90% Indoor and 10% outdoor with the ability to work in all weather conditions Hazardous Materials or Noise: N/A Holidays/Weekends/Evenings:Yes Equipment Used in Job: Computer, phone, printer, scanner, copy machine, and office supplies Other:
VISION: Select the specific vision requirements for this job:
Close Vision: xDistance Vision: xColor Vision: xPeripheral Vision: xDepth Perception: xAbility to adjust focus: x
Full-time, year-round Benefits:

• Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of the Town of Frisco. To link to the Machine-Readable Files, please click on the URL provided:

Incentives: (note the job-type category columns for appropirate incentives):
01
Are you at least 18 years old?

• Yes
• No

02
How many years of Guest Service experience do you have?

• No Experience
• Less than 1 year
• 1 to 2 years of experience
• 3 or more years

03
Please describe your Guest Service philosophy.
04
How would you describe your Microsoft Word, Excel, Power Point and Social Media skills?

• Excellent
• Good
• Fair
• Poor

05
Are you familiar with the Town of Frisco, our events and Summit County amenities, attractions and general area?

• Yes
• No

06
How many years of cash handling experience do you have?

• No Experience
• Less than 1 year
• 1 to 2 years of experience
• 3 or more years

07
Can you work weekends, holidays, nights and evenings?

• Yes
• No

Required Question