Visitor Services Representative

Visitor Services Representative

Job Description

Job Overview:
We are looking for a highly motivated and customer-focused Visitor Services Representative to support and manage daily visitor services activities. This role is responsible for ensuring a smooth welcoming and memorable experience for all guests. The ideal candidate thrives in hospitality environments, enjoys coordinating logistics, and is passionate about creating exceptional visitor experiences.

Ensures that excellent customer service is given to visitors and customers interested in learning about the client and the equipment it produces resulting in the best possible client experience.

Duties:
Coordinates and plans all factory tours. Prepares tour guide work schedules ensuring appropriate number of tour guides are available for scheduled tours. Compiles data necessary to prepare files or create standard and special reports using defined formats. Performs office administrative duties including correspondence invoicing filing bill payment and reporting. Acts as the Company representative during factory tours and events. Trains tour guides on tour routes and appropriate information to provide guests. This position may require driving.

Key Responsibilities:
Manage tour scheduling and coordinate visitor activities across multiple locations.
Serve as the primary contact for visitor-related inquiries, ensuring timely and professional communication.
Oversee on-site logistics, including guest check-in, orientation, and movement of guest groups.
Support and guide tour teams – ensure tour guides are trained and equipped to deliver high-quality experiences.
Collect, analyze, and report visitor feedback to support continuous improvement.
Collaborate with cross-functional teams to ensure seamless, successful tour experiences.
Maintain accurate visitor records and support compliance with safety and facility protocols.

Qualifications:
Proven experience in hospitality, guest services or visitor management.
Strong organizational and time-management skills, with exceptional attention to detail.
Ability to think critically, troubleshoot issues, and recommend creative process improvements.
Excellent interpersonal and communication skills; comfortable interacting with guests and internal partners.
Passionate about delivering memorable, high-quality experiences for visitors.

Regarding Driving:
This position may drive a client owned Gator or Tour Cart inside the factory to get from the office area to a different office area in another part of the factory or conduct a tour with visitors if someone is absent (all connected and indoors). Worker will need to successfully complete client safety training to be approved to drive this. This would not be driven outside. May also drive their personal vehicle to other facilities within a 20-mile radius. Rental cars are not used for this travel.

Notes:
Fully onsite; candidate must be comfortable with factory environment and occasional intra-facility travel
Part-time role at 20 hours per week, with occasional opportunities to work up to 32 hours. Preference is for candidates to work 7:30 am to 4:00 pm Tuesday, Wednesday and Thursdays each week. However, the manager can be flexible and allow someone to work 7:30 am to 11:30 am Monday through Friday. There may be occasions where the start time will need to be 7 am to accommodate for a tour that day.
Will need metatarsal safety boots for first day

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.