Position Title: Guest Services Lead
Department: Operations
Reports to: Guest Services Manager
Position Designation: Non-Exempt, Full-Time
Date Revised/Written March 2024

Adventure Science Center’s purpose is to transform lives through extraordinary experiences in science and innovation, and our vision is to become a nationally renowned destination science center. Adventure Science Center provides powerful exhibitions and inspiring programs with exceptional guest experiences that deepen the engagement of all ages in science and science-related disciplines. The science center supports STEM education and workforce development through industry collaboration by presenting science in an engaging, innovative manner.

POSITION OVERVIEW

As a member of Adventure Science Center each team member is expected to deliver consistent, quality service with enthusiasm, positive attitude and respect to all ASC guests. This position is responsible for assisting the Guest Services Manager and Associate Manager, Gift Shop with the smooth operation of the guest experience in all guest locations; guest service desks, lobby, and gift shop, in addition to conducting duties in the absence of the Guest Services and/or Retail managers. The Lead is expected to perform their job with a sense of pride in their work, while also contributing to the success of his/her co-workers as well as the entire Adventure Science Center.

ESSENTIAL FUNCTIONS

• Interact with guests to ensure a productive, informative, and enjoyable guest experience.
• Set the example for exceptional customer service through sales and guest relations.
• Conduct daily opening and closing of cash drawers, in both lobby and gift shop, in an accurate and efficient manner, submitting/printing/copying all related reports as required.
• Monitor internal controls as it relates to cash handling by Guest Service staff.
• Ensure all workstations, in both lobby and gift shop, are cleaned, neat, and replenished with supplies and collateral.
• Assist Guest Service Manager and Associate Manager, Gift Shop as needed with change orders and necessary supplies.
• Assist Associate Manager, Gift Shop with inventory, fulfillment, and merchandising, both during operating hours and after close.
• Step into role as Guest Services Manager, Associate Manager, or Gift Shop during breaks, vacations, and absences.
• Support Guest Services staff at the ticket counter and gift shop workstations and cover positions as needed.
• Lead team break schedule with a working knowledge of all Guest Services job duties (Admission, Gift Shop, and Membership).
• Review schedule with the Guest Service Manager to ensure a balanced rotation of team members.
• Monitor and enforce standard dress, identification, and personal property protocol for Guest Services Staff.
• Support lost and found program.
• Maintain an up-to-date, working knowledge of exhibitions, programs, events, and services available for the general public and for ongoing training of Guest Service Staff.
• Other tasks as assigned.

Customer Service

• Anticipate guest needs and solve issues or concerns with a positive, courteous, respectful, and professional attitude.
• Interact on phone and email with the same positive, helpful, courteous, respectful, professional attitude.

Operational Support

• Perform core operational functions of guest safety and wayfinding
• Act as a staff lead in carrying out emergency procedures and protocol for incidents when necessary.

SPECIFIC JOB KNOWLEDGE, SKILLS, ABILITIES, AND TRAITS

• Knowledge of customer service principles, techniques, systems, and standards
• Knowledge of computer programs and ability to train Guest Service Staff (Microsoft Office: Excel and Outlook, and Blackbaud’s Altru)
• Ability to solve practical problems and resolve a variety of situations
• Ability to establish and maintain effective working relationships with multiple personality types.
• Setting a daily example of adhering to policies and procedures
• Strong supervisory skills
• Ability to work independently with minimal supervision and work well in a team environment
• Ability to make sound decisions regarding customer satisfaction

QUALIFICATIONS

• Must be at least 18 years of age
• Education: High School graduate
• Background in STEM, STEM education a plus
• Ability to manage large groups in a fun, educational environment
• Strong interpersonal, communication, and presentation/facilitation skills
• Positive attitude required: a strong desire to work with and inspire children and adult guests from diverse backgrounds in a fun, learning atmosphere

Special Conditions

• Must be at least 18 years old
• Must be capable of general physical movement i.e. standing and bending throughout the day.
• Must be able to stand for extended periods of time as well as lift and move supplies and equipment (up to lift 50 lbs. unassisted and 100 lbs. assisted)
• Availability to work peak days and hours, a combination of weekdays, weekends, and holidays.

Qualifications

• At least one year of guest service experience
• Strong customer service skills
• Be able to work independently
• Possess strong communication and interpersonal skills
• Be reliable, flexible, and personable
• Willingness to take initiative and make decisions in customer service
• High School Diploma required: Associate Degree preferred
• Cash handling experience

OUR VALUES

• We are playful and passionate experimenters.
• We think big, embrace risk, and evolve our ideas in order to lead.
• We are collaborative with each other and our whole community.
• We foster diversity, curiosity, and creativity to make our experience unique.

BENEFITS

• Free onsite parking
• Medical, Dental, Vision, and Life Insurance
• Vacation Time, Sick Time, and Personal Days, plus 11 paid holidays a year
• 401(k) with Employer Match
• Complimentary membership to Adventure Science Center
• Free or discounted admission to local venues including The Nashville Zoo, The Frist Art Museum, Nashville Shores, Cheekwood Estate and Gardens, and more!
• Employee Assistance Program (Free Counseling and Legal Services)
• Eligibility for Public Student Loan Forgiveness

HOW TO APPLY

To be considered for this position, please submit a cover letter, resume, and contact information for three professional references to hr@adventuresci.org, including "Guest Services Lead" in the subject line. No phone calls, please. Due to the volume of applications received, we will only contact candidates selected for interviews.

Adventure Science Center is an Equal Opportunity Employer.

This is intended to be a description of the general nature and level of work to be performed. This position profile should not be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel in this position. These responsibilities and duties are subject to change at any time based on organizational needs.