Guest Services Associate


Posted on 07/01/2021

Guest Services Associate
First Americans Museum – Application Deadline: Open Until Filled

POSITION SUMMARY:
The part-time Guest Services Associate provides a superlative customer experience for all First Americans Museum visitors, members and customers at FAMstore. Guest Service Associates perform a variety of functions, including selling admission tickets and memberships, checking in large tour groups, answering questions via phone or email, and selling items in the FAMstore. As the “face” of FAM to our visitors, the Guest Services Associate helps ensure a welcoming and positive experience for the museum’s diverse visitors. This role includes weekend and occasional evening shifts. 

KEY RESPONSIBILITIES:

  • Accurately answers all visitor questions in-person, over the phone and email; checks and responds to phone messages or forwards to relevant recipient
  • Assists with FAM events, activities and festivals
  • Assists with office administration duties
  • Attends to day-to-day FAMstore operations, including inventory and tidying up
  • Checks FAM email regularly and stays up to date on all internal museum policies and processes
  • Coordinates and provides direction to volunteers on duty
  • Delivers mail to internal offices
  • Engages all visitors in a culturally sensitive manner, in particular to Native community members and elders
  • Ensures guest safety, including evacuation in case of emergency
  • Ensures Guest Services locations are tidy, well-stocked with relevant and current visitor information material
  • Makes FAMstore product recommendations and shares knowledge of featured artists and artisans with customers
  • Operates cash register, process sales, count and balance drawer
  • Performs point-of-sale transactions at Guest Services locations for museum admission, programs, events and/or memberships
  • Proficient in Microsoft Office Suite (especially Word and Outlook); become proficient with Blackbaud Altru and Shopify software
  • Promotes and process visitor memberships
  • Promotes membership purchases and provides recommendations for membership types based on visitor need
  • Promptly communicates Guest Service issues to supervisor with suggestions for continuous improvement
  • Provides accommodations to visitors with disabilities
  • Relays accurate information to visitors about FAM exhibitions, events and amenities

ADDITIONAL RESPONSIBILITIES:

  • Attend relevant staff trainings and meetings to share updates, concerns and opportunities for continuous improvement
  • Coordinates with learning and museum events staff to accommodate ongoing programming and rental events
  • Report to each shift in a punctual manner with a positive attitude wearing a clean uniform
  • Other duties as assigned

EDUCATION AND TRAITS:

  • Ability to anticipate customer service concerns and address them appropriately
  • Ability to multi-task
  • Basic math skills
  • Communicative, proactive and solution-focused
  • Enthusiastic about the museum’s mission and in serving our diverse audiences
  • Excellent written and verbal communication
  • High School Diploma or GED required; higher learning degree preferred with emphasis in hospitality a plus
  • Patient and flexible with a focus on positive visitor experience
  • Positive team attitude
  • Proficient computer skills
  • Punctual (this position requires weekend hours)

WORK EXPERIENCE:

  • Minimum one year customer service or related industry required
  • Prior experience working with a gallery, museum or cultural attraction preferred
  • Prior experience using a point-of-sale or cash register system; can accurately balance a cash drawer

SUPERVISION:
The Guest Services Associate reports to the Associate Director for Learning and Community Engagement or other personnel as directed by the Deputy Director or Director/CEO.

GUIDELINES:
The Guest Services Associate is to adhere to the policies and ethics of FAM at all times. He or she wears the museum lobby attire per policy and asks for assistance on any matters or answers to any questions not covered by this job description.

SERVICE:
Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.

QUALITY MANAGEMENT:
Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness.

ETHICS:
Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

JUDGEMENT:
Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision-making process. Makes timely decisions.

PLANNING/ORGANIZING:
Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Sets goals and objectives. Organizes or schedules other people and their tasks. Develops realistic action plans.

PHYSICAL REQUIREMENTS:
Dexterity enough to use a keyboard and telephone; occasional lifting, carrying, pushing, and pulling up to 50 pounds; may be subject to extended periods of walking, standing, sitting, reaching, balancing, bending, kneeling, handling, feeling, climbing, and twisting; and vision, speech, and hearing sufficient to perform the essential tasks.  The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

APPLY:
For more information or to apply, visit https://famok.org/careers/.