Department: Guest Experience

Position Type: Full Time

Hourly or Salary: Hourly

Hourly Rate: $19.00

Overview

As Hosts for Newfields the Guest Experience, Volunteerism, and Community Engagement team members provide exceptional customer service by making all guests feel welcome, cared for, and important. Guests become inspired as they learn all Newfields has to offer. Guest Experience, Volunteerism, and Community Engagement Associates will consistently uphold a high level of efficiency in operations and ensure guest and volunteer engagement standards are met.

The Lead Guest Experience Associate will be an individual with outstanding knowledge and keen intuition of front-line operations at Newfields. They will embody the values at Newfields including stewardship, inclusivity, service, and excellence. The Lead Guest Experience Associate possesses the ability to assist other teammates, navigate escalated situations with guests, and provide extra support to Guest Experience Leadership through tasks and responsibilities such as ticket programming, documenting inefficiencies and creating solutions, making decisions to assist guests, organizing department tools, and other duties as assigned.

Essential Job Functions

• Lead by example with Newfields Guest Experience service standards and implementation of the Newfields Guest Experience resolution model
• Be well-informed and prepared to share knowledge for answering questions on membership benefits, exhibitions, and events happening on campus
• Provide a pleasant environment by serving as a steward of our facilities and assets by organizing and procuring needed tools for the team
• Capturing and resolving customer feedback elevated by all front line staff
• Lead hands on training for new staff in the department
• Ability to manage multiple POS systems including building ticketed events, updating current tickets or merchandise, and resolving issues
• Manage the daily operations of the museum, including opening and closing procedures, organizing breaks, checking in on staff and volunteers, and ensuring proper position coverage
• Assist with special exhibitions (THE LUME, Spring Blooms, Harvest, and Winterlights) including knowledge of ticketing and frontline operations
• Work with Guest Experience and Volunteerism management to implement team member appreciation plans
• Continuing to cultivate the relationship between volunteers and Guest Experience including volunteer follow up and engagement Stay attentive and calm when responding to emergencies, such as medical and bomb threats; and to alarms, such as fire and intrusions by following emergency response procedures
• Report all incidents, accidents, or medical emergencies as required. Respond to emergencies, such as medical and alarms, such as fire and intrusion by following emergency response procedures
• Strong written and verbal communication skills. Write reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences

Other duties may be assigned. To perform the job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills

• Strong written and verbal communications
• Extremely personable, positive, and approachable
• Holds current Indiana alcohol employee permit or can obtain one
• Ability to lift up to 50 pounds

Education and/or Experience

High School Diploma/GED and two years prior customer service experience

• Language
  • Ability to read and interpret general business periodicals and brochures
• Math
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
• Other
  • Basic computer skills and a pleasant attitude when interacting with visitors

Language Skills

Ability to read a limited number of two and three syllable words and to recognize similarities and differences between words and between series of numbers. Clear spoken communication skills.

Reasoning Ability

Ability to apply common sense understanding to carry instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands of Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands:
  • Positions requires prolonged periods of standing and walking. Approximately 95% of time is spent standing or moving around. Must be able to stand and remain alert for extended period of time.
  • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds and have the ability to walk at least 8 miles during a shift.
• Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the position. The noise level in the work environment will be moderate to high.