Guest Services Associate

Who We Are:

Founded in 1891 by a group of visionary volunteers, The Trustees of Reservations (The Trustees) is the nation’s premier conservation and preservation organization. The Trustees’ preserves, for public use and enjoyment, properties of exceptional scenic, historic, and ecological value in Massachusetts. Our properties are open to all, and we thrive by involving as many people as possible in all that we do. We aim to protect special places for future generations to enjoy in perpetuity, and have helped protect more than 50,000 acres, including 27,000+ acres on more than 120 reservations that are open to the public. As a non-profit conservation organization, we are funded and supported entirely by our visitors, supporters, volunteers, and our 100,000 Member households. We encourage you to learn more about The Trustees on our website, www.thetrustees.org.

Salary/Hourly Rate: $16-$17/hour

Hours per week: 14-21 with flexibility

Job Classification: Nonexempt, Seasonal or Limited Term

Job Type: Onsite

Duration: TBD

Location: Castle Hill, Ipswich, MA

What You’ll Do:

Your Impact:

Do you love helping people and seeing visitors leave with a smile on their face? Do you know that when guests are greeted warmly, it sets the tone for the rest of their visit?

If so, we want you to join our dedicated and lively team of Guest Services Associates! Members of our guest services team are cheerful, professional, and knowledgeable and make our guests feel welcome, valued and important. Every day is different but our associates continually provide exemplary customer service. With the change to warmer temperatures, we experience an influx of visitors of all ages and backgrounds who want to explore and be inspired by our properties. Sandy beaches, wooded trails, cultural gardens, historic homes, community-supported agriculture - there are many ways for visitors to discover and explore The Trustees, and just as many opportunities for seasonal employees to make each visitor’s experience special.

The Role:

As a Guest Services Associate, you'll play an integral role in ensuring that our visitors to Castle Hill on the Crane Estate enjoy our extraordinary places.

Specifically, you’ll:

• Welcome and orient visitors upon arrival while providing information about the property and the programs available each day  
• Establish a positive visitor experience and provide excellent customer service  
• Promote the mission of The Trustees and our work; encouraging guests to join us as members in preserving special places across the state of Massachusetts  
• Assist visitors and answer questions cheerfully throughout the day 
• Conduct pre-opening setup to assure that everything is ready when the first visitor arrives  
• Close and secure the facility at the end of the day 
• Reconcile cash register and credit card machines  
• Sell tour tickets, visitor amenities, and Memberships at the site 
• Make visitors aware of the menu of tour options, rates, etc. 
• Advise the Visitor Experience Coordinator of any problems, maintenance needs, or supply shortages as necessary 
• Participate in regular trainings and team meetings that provide professional skill development, update staff on current developments at The Trustees of Reservations, and inform staff of both interpretive philosophy and interpretive techniques that improve visitor experiences on site 

This is a seasonal/limited term, nonexempt position reporting directly to Visitor Experience Coordinator.

What You’ll Need:

Skills and Experience:

• Required:
• Professional and team-oriented 
• Respectful of all visitors and able to provide exceptional customer service 
• Detail-oriented and able to carefully track revenue and visitation numbers 
• Comfortable and proficient with point-of-sale systems 
• Reliable and committed to the position, the site team, and the mission of The Trustees  
• Able to multi-task and handle larger crowds 
• Able to work outside for extended periods of time when the outdoor admissions station is in operation (typically on weekends)
• Comfortable with variable outdoor weather conditions
• Will be working primarily indoors. The Great House is heated in the cold weather, but does not have air conditioning for the warm weather
• Able to climb stairs and stand for extended periods of time
• Ability to lift 30 pounds

Eligibility Criteria:

• Current authorization to work in the United States – a candidate must have such authorization by his or her first day of employment.
• A satisfactory criminal background (CORI) check.

Don’t quite have all the skills and experience listed above? We still want to hear from you! Research shows that historically marginalized groups are less likely to apply if they do not meet every single requirement. We are committed to building a diverse team and encourage you to apply even if you are missing some of the skills and experience above.

Want to learn more? Set up an informational call with a member of our People Team by emailing people@thetrustees.org.

Your Benefits:

• Sick time
• Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.

• Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns. 

Equal Opportunity and Diversity:

The Trustees is a proud equal opportunity employer and does not discriminate against any protected status including, but not limited to, age, race, ethnicity, sex, gender, sexual preferences, nation of origin, religion, or disability status and strongly encourages applications from people of color, persons with varying abilities, women, and LGBTQ+ applicants. We aspire to reflect and effectively serve the residents and communities of Massachusetts, who are at the core of our mission.

The Trustees’ commitment to advancing the organization’s vision for this work may be found here: Diversity, Belonging, Inclusion and Equity.

 It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.