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Job Title: Tour Guide

Business Unit: Meteor Crater Enterprises

Location: Crater Museum

Department: Tour Guide

Function: Guest Tours

Reports to: Supervisor, Assistant Operations Manager, Director of Operations, Vice President of Business Development

Direct Reports: None

Financial Accountability: Safety compliance to prevent costs related to visitor and employee accidents.

Purpose: Ensure guests receive a professional, positive and memorable experience along with accurate facts about Meteor Crater's history and geology. Safely escort individuals and/or groups on the rim trail. Direct visitors to help traffic flow and ensure guests are aware of all attractions. Connect with as many visitors as possible to ensure they are informed of guided rim tour times, location, and availability.

Tasks and Responsibilities:

1. Safely guide individuals or groups along the rim trail while creating an engaging and enjoyable experience, ensuring guests feel welcomed, informed, and excited throughout their visit.
2. Oversee visitor activities to ensure adherence to safety protocols and compliance with tour and site regulations.
3. Actively engage and build meaningful connections with as many visitors as possible to create a welcoming and memorable experience.
4. Required to conduct indoor and/or outdoor presentations for guests as weather requires.
5. Answer questions accurately regarding history, geological information, and scientific facts regarding the Crater and surrounding areas. Refer to all notes provided by Head Tour Guide.
6. Thoroughly understands and strictly follows all fire and safety procedures to ensure the well-being of both staff and visitors.
7. Communicate with all MCE locations on the radio to make sure they are aware of tour schedule for the day (tours are weather permitting).
8. Maintain a high standard of cleanliness in high-traffic areas, including elevators, public restrooms, entrance doors, museum carpets, displays, and staff-only areas.
9. Responsible for collecting and disposing of garbage from all locations including back of the house and public areas.
10. Check for Graffiti on observation decks and surrounding rocks and clean immediately.
11. Perform trail maintenance daily. Ensure there is no trash, debris, or loose rocks. Water plants as necessary.
12. Communicate with team any hazards on the trail and observation decks that need to be resolved.
13. Responsible for staying vigilant for signs of visitor fatigue or injuries along the trail and for providing basic first aid using the on-hand first-aid kit for minor incidents.
14. Know and proficiently perform opening and closing procedures. Including: Trash pick up, cleaning facilities and restrooms, assist when scheduled or needed.
15. Carries out any duties that may be assigned to you by Supervisors and Assistant Operations Manager.
16. Performs other duties as required.
17. Must wear complete uniforms including (name tag, earpiece).
18. Must follow all policies and procedures in accordance with the Employee Handbook.

Work Environment: Work is performed in both outdoor and indoor setting with moderate noise levels as well as museum settings with higher noise levels. Several hours may be spent outside, with exposure to sunshine, heat, cold, rain, snow and/or windy weather conditions. Prolonged standing and walking will be required. Tight time constraints and multiple demands are common.

How you can succeed in this role:

• Working with others
• Anticipate and exceed the needs of visitors.
• Use your own initiative and good judgement to solve problems in a calm and efficient way.
• Enjoy working with others to achieve common goals and volunteer as required to ensure the success of the team.
• Act with personal professionalism and integrity at all times.
• Taking Responsibility
• Manage your time and pay attention to detail. Know your job and should be able to work without close supervision.
• Display a positive attitude, even under pressure.
• Be a team player.
• Be flexible with tour schedule and presentations.
• Continue to learn facts and information about Meteor Crater.
• Delivering Results
• Commit to meeting and exceeding all performance standards.
• Perform job tasks in line with established policies and procedures
• Provide a top-quality experience to all our visitors internal and external.

Minimum Requirements

• Essential
• High School Diploma or GED required.
• Must be 18 years of age or older.
• Ability to pass a pre-employment drug and alcohol screening, as well as a background check.
• Possess a current, valid Arizona Driver’s License.
• Reliable transportation is required.

Knowledge, Abilities, Skills, Certifications:

1. Basic knowledge of the Visitor Center and Discovery Center.
2. Understands and practices all policies and procedures.
3. Ability to participate in programs and follow policies and procedures that ensure goals are achieved.
4. "Exceptional customer service skills with ability to listen to customer needs, establish expectations, and hear concerns while looking for opportunities to please."
5. Ability to prioritize tasks and practice effective time management.
6. Ability to perform accurate cash handling and settlements.
7. Ability to speak comfortably and professionally in a large group setting regularly.
8. Ability to communicate effectively in the English language, both verbally and in writing.
9. Ability to establish and maintain professional relationships and communication with individuals of varying social and cultural backgrounds and with co-workers at all levels.
10. Ability to multitask.
11. Ability to analyze situations and adopt appropriate courses of action.

Desirable:

1. Experience working in tourism environment/customer service.
2. Multi Lingual
3. Experience in public speaking.

Physical Demands: While performing the duties of this job, the employee is regularly required to; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee frequently is required to stand; and walk. The employee occasionally is required to climb or balance; and stoop, kneel, crouch, or crawl. The employee is required to be able to walk extended distances in possible adverse weather conditions on a regular basis. The employee must occasionally lift and/or move up to 50 pounds.