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Full Job Description
Employment Classification, Schedule and Benefits
This is a regular, part-time, non-exempt position working 24 hours per week in a program that
operates Monday through Saturday.
Benefits include a retirement plan an automatic 5% employer contribution and up to 4%
employer match and paid sick time.
Job Summary
The Visitor Services Associate (VSA) staffs a front desk and is responsible for providing
exceptional customer service to visitors to Grace Cathedral.
This position reports to the Director of Cultural Membership and Visitor Experience. A team of
three Visitor Services Associates work together to staff the admission desk a total of 6 days a
week from Monday through Saturday. This position is part of a collaborative, cross-functional
team that regularly seeks ways to improve visitor engagement. Visitor Services Associates work
closely with custodial and security personnel to ensure a clean, safe and welcoming environment
for all.
VSAs are also responsible for onsite sales relating to admissions, tours, memberships, special
programs, and events; safe and efficient visitor access; crowd control and line management;
visitor and member support; and content engagement and occasional tours.
This position is the first point of contact for visitors, members and guests of Grace Cathedral.
Staff in these positions must be friendly, approachable, inclusive, organized, and knowledgeable
about the Cathedral and its programs.
Working at Grace Cathedral
Grace Cathedral is San Francisco’s Episcopal cathedral for everyone – a place of inclusive
community, worship and spiritual practice, social justice, music and the arts, yoga and
more. We work actively for racial, gender and LGBTQ+ justice, environmental
stewardship, citizen awareness, support for seniors, and an end to gun violence.
Our mission is re-imagining church with courage, joy and wonder.
Visitor Services Associate – job description 02.03.2022 page 1 of 3
We celebrate diversity, are committed to anti-racism and seek job candidates who will
bring their unique experience to enrich our culture and organization.
It is not required to belong to or practice a particular faith in order to work here, but
everyone on our team should be aligned with the vision, mission and values of Grace
Cathedral and contribute to achieving its strategic goals.
Primary Duties and Responsibilities
- Greet each visitor is greeted in a warm and friendly manner.
- Effectively handle questions, sales, service, and payments for a multitude of general
admission, tours, events and/or memberships in accordance with Cathedral policies and
procedures.
- Actively promote, sell and upgrade museum memberships, gift memberships and tour, and
convert tickets to memberships. Regularly review information regarding membership levels
and benefits; programs and events; and policies and procedures. Help achieve sales goals for
new memberships (including conversions and gifts), renewals, and reinstates.
- Effectively operate ticketing and sales system (ACME) in accordance with established
policies and procedures.
- Process and manage cash, debit and credit card, and check transactions.
- Accurately balance daily transactions ensuring all sales, troubleshooting when discrepancies
occur.
- Process change-of-date requests from visitors as well as potentially assist visitor inquiries by
telephone and email.
- Assist in processing and operating group sales including facilitating tours, selling and
distributing group tickets.
- While operating computerized ticketing systems. ensure all account data is captured
accurately.
- Maintain discretion and confidentiality of all account information.
- Work independently with minimal supervisor contact; resolve customer complaints and
other issues in keeping with the Cathedral’s customer service standards.
- Perform access control and ticket scanning; crowd and line management; queue setup and
take down; and proactively suggest areas for improvement in efficiency.
- Maintain appearance and functionality of assigned area including visitor and membership
materials, ticketing and queue areas, and related spaces.
- Answer requests for information, troubleshoot technical issues, and perform routine office
tasks as needed.
- Attend meetings and trainings as assigned.
- Other duties as assigned.
Required Skills, Experience and Expectations
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- Alignment with the vision, mission and values of Grace Cathedral and commitment to
contribute to achieving its strategic priorities and goals.
- Must provide proof of being fully vaccinated against COVID-19 and follow all public health
practices required by the Cathedral.
- High school diploma or GED required; knowledge in hospitality, art/art history,
architecture, religion or related fields a plus.
- Minimum one year of experience in a customer service-focused retail, hospitality or arts
environment. Minimum one year experience as a cashier, teller, or operating a Point-of-Sale
system.
- Outstanding people and communication skills. Able to communicate effectively verbally and
in writing in English. Bi-lingual/multi-lingual abilities, including proficiency in American
Sign Language, are a plus and candidates with these abilities are strongly encouraged to
apply.
- Able to work quickly and efficiently in a busy, noisy public environment. Able to work
independently as well as cooperatively as a member of a team
- Demonstrated commitment to engage respectfully with diverse visitors and co-workers.
- Openness and eagerness to continually strive and become more welcoming, culturally
responsive and inclusive of people of all backgrounds, identities and abilities/disabilities.
- Interest in learning and becoming increasingly knowledgeable about the Cathedral, its
history, programs, and special events to effectively communicate this information to visitors.
- Demonstrated punctuality and dependability. Must follow dress code and safety
requirements.
- Able to work on Saturdays and occasional holidays, weekends, and evenings as needed. Must
work Christmas Eve and the day before Ash Wednesday.
- Able to lift 25 pounds with or without accommodation. May be asked to work outside; may
be required to stand for prolonged times. Reasonable accommodations will be made to
enable qualified individuals with disabilities to fulfill essential responsibilities of the position.
- Criminal background clearance required post offer.
How to Apply
- Email cover letter along with résumé to jobs@gracecathedral.org
- Include position title in the email subject header
- No phone calls please.