Visitor Concierge (Part-Time)

Position Summary

Provide excellent customer service to all visitors at the Visitor Information Center and other locations offering visitor services by greeting visitors, answering phones, fulfilling guide requests, distributing mail, and assisting with online orders and promotional materials. Possess full knowledge of all of Lewisville’s accommodations, attractions, dining and shopping opportunities, festivals, performing arts center and special events. Interact with guests to educate, inform and engage visitors to provide information, directions, and brochures. Investigate visitor needs and interests then direct them to Lewisville destinations with touring ideas.  Encourage guests to stay overnight and/or return to Lewisville. Maintains retail inventory and assists visitors with purchases.

Essential Functions

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodation so that qualified employees can perform the essential functions of the job.

• Embody and model “The Lewisville Way” by promoting teamwork, accountability, and exceptional service in all customer interactions and staff training.
• Provides front desk support by answering phones, greeting visitors, distributing mail, fulfilling guide requests, assisting with local inquiries, and helping with promotional mailings and online orders.
• Assists with tourism materials and outreach, including maintaining brochure racks, updating event and contact lists, supporting hotel partnerships, and assembling promotional items for events and sponsorships.
• Possesses full knowledge of all Lewisville’s accommodations, attractions, dining, transportation options and shopping opportunities, festivals and special events.
• Provides attention to visitor needs, maintains current tourism product knowledge and clearly communicates to visitors; provides visitors with resources and materials to enhance the visitor experience.
• Assists visitors with purchases, completes retail transactions using the point-of-sale (POS) system including credit, on online sales, returns, and/or exchanges, unbox, tag merchandise, and assist with merchandise selection, and maintain consistent stock of brochures, maps, travel materials, and other essential items. Ensures compliance with reconciliation procedures.
• Sets up and breaks down outdoor play activities outside City Hall to help create a welcoming, community-centered experience for visitors and families.
• Ensure center tidiness, organization, and supplies, including but not limited to common areas, restrooms, and merchandise displays so they are visually appealing to enhance the shopping experience with ease of material location, including stocking and restocking merchandise. 
• Represents the City at special events, actively promoting Lewisville as a tourism destination and assisting with the sale of branded merchandise. 
• Work a flexible schedule, evenings, weekends, and holidays, to meet organization’s operational needs.

Position Qualifications

Education: High School Diploma or GED. 

Experience: One (1) year of customer service or related experience is required. 

A high school diploma or GED equivalent is required for this position and may not be substituted. Beyond this requirement, any combination of related education, experience, certifications, and licenses that will enable a candidate to successfully perform the essential functions of the job is an acceptable substitute for the remaining specified education and experience requirements.

Licenses and Certifications: None.

Conditions of Employment: Must submit to and pass a pre-employment drug test. 

Other Requirements: Must be able to work a flexible schedule, including evenings, weekends, and holidays, as required by center operations. Must maintain professional appearance and conduct consistent with City values and service standards. Evening, weekend, and holiday work is required as needed to support tourism and event activities.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES
Knowledge of: Customer service and public engagement principles; local attractions, events, and services in Lewisville and surrounding areas; basic retail operations, including point-of-sale systems and cash handling; safe setting up of outdoor games and displays; cleanliness and organization standards in visitor-facing spaces; basic office procedures; and effective communication techniques for working with diverse individuals.

Skilled in: Exceptional communication and interpersonal skills for engaging with visitors, staff, and community partners; providing outstanding customer service in both routine and high-volume situations; demonstrating professionalism and a welcoming demeanor in challenging or fast-paced environments; promoting tourism through knowledge of local attractions, events, and services; managing point-of-sale transactions, inventory, and merchandise handling accurately; setting up and breaking down outdoor games and displays to create a positive visitor experience; maintaining cleanliness and presentation of public-facing spaces; applying City policies and procedures with consistency and sound judgment; multitasking across administrative, retail, and event-support duties; attention to detail and strong organizational skills; taking responsibility for assigned tasks and outcomes; following safety guidelines and standard operating procedures; speaking and writing clearly and effectively; maintaining punctuality and a flexible schedule including evenings, weekends, and holidays; and working respectfully and collaboratively with individuals of diverse backgrounds, identities, and job roles.

Physical Demands and Working Conditions: This is primarily an office classification although this position involves a mix of office and outdoor responsibilities. Works primarily in an indoor office/retail environment, with frequent interaction with the public that will involve assisting individuals. May be exposed to varying weather conditions (heat, cold, rain) when setting up outdoor play areas or attending city special events.

Work may involve occasional exposure to dust, noise, standing for extended periods and walking between locations may be required. Finger dexterity is needed to operate a computer, point-of-sale (POS) system, and other standard office equipment. While performing this job, employees routinely stand, walk, reach with hands and arms, talk, and hear.

The position may occasionally require lifting or carrying supplies or equipment. Employees must regularly lift, push, or pull up to 25 pounds, and occasionally lift, push, or pull up to 40 pounds with or without assistance. Typical daily lifting requirements for certain tasks range from 10 to 25 pounds.

The City of Lewisville has reviewed this job description to ensure that essential functions and basic duties have been included. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities, which may be required. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

Levels of positions within a class series are distinguished by the level of responsibility assumed, the complexity of duties assigned, the independence of action taken, the nature of the public contact made, and the impact and span of tasks performed.

This job description is not an employment agreement or contract.  The City of Lewisville has the exclusive right to alter this job description at any time without notice.

Work Hours

Must be able to work a flexible schedule, including evenings, weekends, and holidays, as required by center operations.