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Filoli Historic House & Garden-Visitor Services Representative-Thu, 03/29/2018 - 3:40pm

Visitor Services Representative


Filoli Historic House & Garden
86 Canada Road Woodside
Woodside , CA 94062

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Job Details

Job Description 


Filoli is a 654-acre historic site of the National Trust for Historic Preservation, located on the San Francisco Bay Peninsula near Woodside, CA, and one of the finest remaining country estates of the early 20th century. Our Mission: Filoli is dedicated to the preservation, interpretation and stewardship of the cultural traditions and natural history of this country estate for public education and enjoyment.

Filoli is looking for a talented candidate to join our dedicated team. This position is responsible for providing all visitors with an exceptional experience. The position requires significant interaction with visitors, volunteers and staff, while working in a very busy, multi-faceted office environment as well as spending time in the garden and house. This is a regular part time position that is scheduled flexibly to meet business needs with average weekly requirement up to 22 hours. Some evenings and weekends are required for this position. Starting hourly rate is $13.50. Please note that there is no public transportation to this site, so reliable transportation is required.

Duties & Responsibilities 

• Be willing to support a flexible schedule and flexible work environments covering necessary duties as needed; be punctual in arrivals and willing to stay late based on needs.
• Provide excellent customer service and promote a positive visitor experience,
• Greet and welcome visitors and ensure that they understand how to best access the estate.
• Be knowledgeable about, follow and ensure visitors, staff, volunteers and vendors are following the Property Use Guidelines.
• Perform daily administrative duties in support of Filoli and the Visitor Services Center, including maintaining supplies and other resources.
• Implement opening and closing procedures, including locking/unlocking doors, clearing spaces and other specific duties depending on assignments.
• Respond to emergencies on the grounds when needed.
• Oversee volunteers in support of every aspect of the visitor service responsibility.
• Be cross-trained in all areas of Visitor Services – Admissions, Reservations, Operations, and Gate House and be willing to provide coverage for these areas as needed.
• Demonstrate consistent and predictable punctuality, attendance and dependability.
• Serve all of our guests and clients equally regardless of their race, color, religion, national origin, age, gender, marital status, disability, veteran status, genetic information, gender identity and/or sexual orientation.
Operations (Primary)
• Serve as the primary staff responsible for opening/closing the House and Garden, including unlocking/locking, lights and ensuring trash is placed in proper receptacles.
• Deliver excellent customer service by seeking out visitor contact, welcoming visitors, proactively seeking visitors who need assistance, and providing Filoli information to visitors.
• Be trained and serve as a primary interpreter for information on the House and Garden.
• Interact with the public about Filoli’s mission, programs, and special exhibits.
• Interact with Filoli staff and volunteers regarding safety and security procedures.
• Provide for the safety and security of Filoli visitors, staff, and volunteers through keen observation and proper reporting.
• Provide for the security and protection of all Filoli property and collections.
• Respond to medical emergencies with first aid kit, CPR, and AED if needed.
• Enforce Filoli’s visitor etiquette policies.
• Know and follow all Filoli safety and security policies.
Admissions (provide coverage as needed)
• Actively cover a register following outlined procedures; reconcile register daily and be responsible for outcome.
• Be trained in Altru for all functions and follow properly outline Altru processes; be trained in and use technology for all aspects of the role.
• Manage visitor flow to ensure minimum wait times and limit confusion for visitors.
• Make reservations for House and Garden tours, Nature Hikes, and School Programs.
• Arrange group tours including room reservations and lunch options.
• Oversee the management of the “information kiosk”.
• Assist with overseeing Visitor Services volunteers, scheduling docents, and dispatching tours.
• Ensure visitors receive proper information for their experience.
• Focus on selling membership upon arrival and through the admissions process or when departing.
• Support all aspects of rental events including arrival, overseeing set-up, managing questions and needs and supporting breakdown.
• Provide significant support for all events, especially in the registration process.
• Provide daily reports and track data as needed.
Reservations (provide coverage as needed)
• Be trained in Altru for all functions and follow properly outline Altru processes; be trained in and use technology for all aspects of the role.
• Oversee set-up of events, classes and programs in Altru.
• Serve as primary phone contact for calls and registration, including membership.
• Directly take calls, emails and walk-in registrations for any event, class or program.
• Send confirmation emails and letters.
• Process and send tickets for events.
• Provide reports as needed.
Gate House (provide coverage as needed)
• Open and Close the Gate House
• Deliver excellent customer service by welcoming visitors, and providing Filoli and general information as requested.
• Interact with the public about Filoli’s mission, programs, and special exhibits
• Provide for the safety and security of Filoli visitors, staff, volunteers and property through keen observation and proper reporting.
• Respond to medical emergencies with first aid kit, CPR, and AED if needed.
• Know and follow all Filoli safety and security policies.

Education and Experience 

Education and/or Experience
2-4 years of experience in a service, visitor or visitor-oriented position and experience in a tour/scheduling database, a plus.

Skills and Abilities
• Ability to communicate (listening and speaking) effectively with visitors, members, volunteers and employees of the organization. This also includes emergency response personnel (fire, ambulance, police, etc)
• Ability to maintain a positive, calm demeanor and professional manner with visitors and volunteers at all times;
• Ability to successfully use MS office programs; Excel, PowerPoint, Word and Outlook
• Ability to manage complex database functions including Altru.
• Ability to handle money, count change/cash, and process credit card payments,
• Ability to demonstrate excellent interpersonal, written and verbal communication skills
• Ability to be responsive to a large number of visitors’ diverse needs while focusing on high priority tasks; ability to multi-task
• Ability to demonstrate a strong customer service orientation
• Ability to demonstrate consistent and predictable punctuality, attendance and dependability
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals.

Current driver’s license and automobile insurance for personally owned car used in the course of business.

Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to:
• Use hands to touch, manipulate, handle, and feel; reach with hands and arms; talk and hear,
• Specific vision abilities include close vision, color vision and ability to focus vision,
• Read documents such as safety rules, operation and maintenance instructions and procedural manuals,
• Perform repetitive motions up to 60% of time using a keyboard & mouse,
• Lift/carry up to 40 pounds,
• Walk, reach, lift, carry and bend frequently, as well as stand and/or sit for long periods of time at a computer, visitor counter and cash register,
• Ability to hear and speak to visitors, members, volunteers, staff and emergency responders on the phone and in person, as well as hear and respond to emergency broadcasts.
• Move about to different buildings located on the grounds, navigate stairs to the second floor and other areas of the property to accomplish tasks and provide assistant in an emergency.

• The noise level is usually moderate, with occasional louder sounds due to garden and maintenance equipment used around the grounds, and large numbers of people talking in the VEC (Visitor and Education Center).
• There is no smoking of any kind on the property

Application Instructions 

1. Candidates with the above prerequisites are invited to submit their resumes along with a cover letter outlining their related experience and background to:
2. The email subject line must say: Visitor Services Representative
3. Please, no phone calls

Please visit our website for more information:
Filoli is an equal opportunity employer who values diversity in the workplace.

Full Name 
Filoli Historic House & Garden