Auto req ID: 2084
Title: Visitor Experience Associate
Job Function: Marketing
Location: PILGRIM
Company: Harley-Davidson Motor Company
Full or Part-Time: Part Time
Shift: SHIFT1

A walk through the Harley-Davidson Museum is a walk through the history of America. With an unrivaled collection of Harley-Davidson® motorcycles and memorabilia, a 20-acre, park-like campus, and a calendar full of activities, the H-D Museum is one of Milwaukee, WI’s top tourist destinations for visitors from around the globe. Join the H-D Museum as a Visitor Experience Associate and help create an experience that will stay with visitors for a lifetime.

The main duty of this position is to represent Harley-Davidson in a positive manner while providing the highest level of customer service to all guests. Tour Guides conduct factory tours that inform, educate and entertain based on guidelines and script set by Harley-Davidson. When not on tour, Tour Guides interact with guests throughout Tour Center exhibit and retail areas. Tour guides ensure that safety and security guidelines are followed at all times both in the factory and in the Tour Center. The Tour Guide is responsible for the safety and well-being of guests throughout their tour experience inside of both the Tour Center and the factory.

Tour Experience

• The Tour Guides announce tours using the script provided by H-D. Each Tour Guide greets and introduces the site to guests prior to presenting the factory tour video. Prior to entering the factory, the Tour Guides outline the safety guidelines with their group. Tour Guides are required to escort tours and assist with the distribution/collection of safety glasses, ear plugs, headsets and toe caps (when applicable). Tour Guides are responsible for knowledgably answering the questions of tour guests and adhering to confidentiality guidelines at all times. The tour script is provided by Harley-Davidson. The tour script must be adhered to without deviation and within allotted time frame designated by the site, unless prior permission is given. Tour Guides will be required to host as many as 4-6 Classic tours per day or 1-2 Steel Toe Tours per day.

Customer Service

• Tour Guides are responsible for the daily maintenance for the tour center set up (before tours) and break down (after tours). Prior to beginning the tour, tour guides secure guests' personal items and provide set-up/distribution of tour/safety equipment. Tour Guides conduct a multiple number of tours of our factory throughout the day. After completing the tour, Tour Guides direct tour guests to the Gift Shop and collect headsets and safety glasses. In between tours, Tour Guides assist with the Gift Shop (some lifting may be required). This individual should be comfortable running a point of sale system and may be needed to open and close the Gift Shop. Assistance with miscellaneous housekeeping of exhibits and supplies may be required. Participation at special events may be required as directed by Tour Center Supervisor.

Continuous Improvement

• Tour Guides are expected to attend staff meetings as scheduled by the Tour Center Supervisor and/or contracted agency. Additional duties as requested by contracted agency and/or Harley-Davidson are required.

The diversity within our guest base requires all individuals to have a friendly / outgoing customer focused approach at all times. Individual must have a positive attitude and good interpersonal skills. Public speaking skills and comfort with communicating and enforcing policies in a friendly manner are required. Clear verbal communication and proper enunciation is required for this position. This individual should be professional, yet approachable and recognize flexibility within certain situations. The ability to memorize information, accept, and act on feedback is pertinent. This is a team environment, which requires working collaboratively with others. This position requires the individual to take and follow instructions. Must adhere to all policies and procedures as outlined in the Tour Center Operations Manual.

• Must be available five days per week and on Labor Day weekend for special events
• Works an average of 2-3 days per week / 0-19 hours per week
• Works an average 5-7 hours per day

Applicants must be currently authorized to work in the United States.

Direct Reports: No
Travel Required: 0 - 10%
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance