Description

Title: Guest Experience Associate

Classification: Temporary, Part-time, Non-exempt

Department: Guest Experience

Reports To: Director of Guest Experience

Wage Band: Technical Skills Level 1

Compensation: $20.80 per hour

Revised: March 2024

Mission: The Santa Barbara Museum of Natural History inspires a thirst for discovery and a passion for the natural world.

Position Summary: Guest Experience Associates will support the Manager (s) and Operations team in a variety of tasks including engaging guests throughout campus at multiple stations or roaming positions and providing relief shifts to volunteers and fellow employees. Responsible for working at the retail store(s), Admissions desk and other Guest Experience posts throughout the Museum and/or Sea Center (Museum/SC).

Specific Responsibilities:

• Interact with guests personably to make their visit an informative, rewarding, enjoyable experience throughout Museum/SC including greeting and welcoming guests, answering questions and providing information about the Museum and its exhibits and programs.
• Become familiar with the Museum/SC and related events and areas (Stearns Wharf, the Waterfront, and Santa Barbara), answer guest questions and provide accurate and helpful information to volunteers and guests promoting visitorship and acting as a representative at various exhibit posts.
• Monitoring the flow of guests into and out of SBMNH/SC Admissions area. Being aware of the facilities, both inside and outside, for unsafe or potentially hazardous conditions or areas that might require maintenance.
• Fielding incoming telephone calls including routing calls and taking messages. Monitoring e-mail boxes, providing replies when necessary.
• Learn and utilize various software programs (Shopify and Basetix software) collecting admissions fees, selling memberships, and merchandise.
• Oversee and operate postage meter machine, distributing mail, facsimiles and packages to staff mailboxes and/or alerting staff to pick-up their deliveries.
• Supporting other Museum/SC departments with light clerical duties as assigned.
• Possesses a professional demeanor in dealing with visitors, trustees, donors, and vendors on the phone and in person.
• Proactively interacting with guests shopping in the Museum/SC store to ensure the guests are served including answering questions, assisting them with purchases, cashiering and welcoming their return.
• Ensure the retail store displays are maintained by cleaning and straightening merchandise.
• Assist with receiving new merchandise by pricing and stocking.
• Ensures workspace is clean and clear of clutter consistent with Museum/SC and department operations and safety procedures. 
• Assisting in coordinating Sea Center special events, including Birthday Parties, or other nighttime events.
• Contributes to a positive guest experience by greeting and addressing any questions when encountering guests as they navigate through the Museum and Sea Center.
• Supports the Museum’s commitment to diversity, equity and inclusion for fellow staff, guests and the community.
• Other duties as assigned.

Essential Requirements:

• General office, sales, and/or customer service experience.
• Strong computer skills.
• Strong communication skills (verbal & written).
• Excellent interpersonal skills with a strong ability to interact with various types of individuals.
• Comfortable interacting with the public.
• Ability to work in collaboration and on team projects.
• Strong organizational skills including an excellent ability to handle multiple tasks.
• Able to work independently, be pro-active, and troubleshoot.
• Able to maintain a high level of confidentiality in all areas of work.
• Dependable, punctual, and reliable.
• Comfortable working in various work environments including outdoors.
• Must be available to work Museum/SC open hours, including weekends.
• Bilingual proficiency is a plus.

Work Environment:

• General front office and retail store environment with occasional work throughout the Museum/SC facilities (galleries, conference rooms, research laboratories, and exhibit halls) and outdoors.
• Extensive interaction with the public.
• Frequent standing, sitting, and walking with occasional climbing stairs, bending and lifting medium loads (25 lbs.).
• Frequent repetitive movement tasks (typing, pricing, folding).

The incumbent must be able to perform each requirement of the position as outlined in the job description. Essential Requirements are representative and are essential for satisfactory job performance. The Work Environment characteristics are representative of those that may be encountered while on the job. The Museum will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of the position.