Gardens Aglow Visitor Services Ambassador

TITLE: Gardens Aglow Visitor Services Ambassador

DEPT: Visitor Experience

REPORTS TO: Director of Visitor Expereince

FLSA STATUS: Part-time, Non-Exempt, availability up to 24 hours per week

SUMMARY OF RESPONSIBILITIES:

Facilitate visitor engagement with HMG’s resources and activities during the Gardens Aglow special event. Encourage HMG’s multi-generational visitors to explore, discover, and learn together, providing high quality, memorable experiences that exceed expectations. Adhere to HMG policies and procedures while facilitating a safe, positive, and engaging experience for museum visitors during this signature event.

POSITION REQUIREMENTS:

1. The position of Gardens Aglow Visitor Services Ambassador is a part time, non-exempt, at will position; your availability from November 27-December 27 is expected unless otherwise authorized by the Director of Visitor Experience. Event shifts are generally 3:00-9:00 pm (or later if required). You must be able to attend mandatory Gardens Aglow event training in November unless otherwise authorized.

2. Must have exceptional customer service skills, excellent communication and strong interpersonal skills. A commitment to teamwork is required, as all staff are responsible for ensuring that operations run smoothly and efficiently.

3. Must enjoy working with all members of the public, including children and families, and be comfortable actively engaging with visitors while facilitating activities and learning experiences.

4. Must provide a minimum of 16 shifts for Gardens Aglow, including one standby night and availability either adjacent to Thanksgiving (November 27-November 29) or Christmas (December 22-23 & December 26-27). Must provide a minimum of 3 shifts per week. Exceptions must be authorized by the Director of Visitor Experience. Weekend work is required.

5. Must be able to lift 30 pounds unassisted and be on your feet for extended periods of time, often the majority of your scheduled shift.

6. Must be comfortable with and willing to operate exhibit technology (television screens, video players, iPads, etc.) as necessary.

7. Must be able to count attendance, perform simple mental math, and track statistics.

8. Must be able to exercise sound judgment, abide by and enforce policies, and be able to take initiative quickly to resolve security or safety issues while remaining calm and clear-headed.

9. Requires willingness to work outdoors, including during uncomfortable weather or conditions. Includes work with live fire and with food products.

10. To operate the carousel, you must be at least 18 years of age and complete the certification training to operate a carousel.

SPECIFIC RESPONSIBILITIES:

1. Welcome museum visitors and assist them with accessing museum resources. Understand HMG’s unique appeal to various visitor groups. Provide engaging visitor interactions that connect multi-generational visitors with exhibit and garden content. Assist with wayfinding, connecting visitors with both Heritage’s features and event elements.

2. Be informed about and effectively share accurate information with visitors regarding the museum’s mission, history, collections, exhibits, membership, event activities, and museum policies and procedures.

3. Follow and enforce HMG policies and procedures to ensure the safety of museum staff, visitors, facilities, and collections, engaging with Security staff as necessary.

4. Work with Visitor Experience Manager, Coordinator, Leads, and staff; Retail staff; and Security staff to collaboratively meet visitor needs and to provide a uniform visitor experience.

5. Respond appropriately to visitor questions, comments, and concerns. Communicate visitor feedback using appropriate channels (Daily Log, Whiteboards, Standup Meetings, Leads, Director of Visitor Experience, etc.).

6. Project a positive image, serving as an ambassador for the museum both at HMG and while out in the public.

7. Open/close buildings and areas as scheduled, following established procedures. Carry out light cleaning duties as outlined for each area throughout the shift.

8. Position-Specific Duties:

• Reindeer Table: distribute maps and Reindeer Scavenger Hunts, orient visitors to Scavenger Hunt activity and distribute prizes to participants, assist visitors with event orientation, welcome visitors and thank them for attending
• Auto Gallery: engage visitors with Heritage’s auto collection, maintain collections safety
• Fire pits: tend fires, distribute marshmallows and roasting sticks, maintain a clean area
• Train: engage visitors with the outdoor train exhibit and help maintain basic train operations
• Parade Field: monitor outdoor activities and warming area, clean tables as necessary, assist with set-up and clean up, and management of Imagination Playground and games materials
• American Art & Carousel Gallery: engage visitors with the Heritage Highlights exhibit, maintain collections safety, efficiently manage safe operation of the carousel, and assist with crowd control
• Standby: reserve availablity to be called in to work; notification occurs by 1:30pm for a 3:15pm shift

9. Attend Stand-Up Meetings on days scheduled to review museum practices, effectively share information, foster good working relationships, provide feedback and insights, and learn information regarding the event’s nightly activities in order to communicate accurately with visitors.

10. Assist with other public program or special event duties (materials preparation, set up, break down, facilitation, etc.) as requested.

11. Perform all other duties as assigned by the Director of Visitor Experience, Manager of Visitor Experience, Visitor Experience Lead, Admissions and Database Coordinator, Admissions Lead, Events & Funcitions Lead, Chief Program Officer, or President & CEO.

Pay: $18.25 per hour

Expected hours: 16.0 – 24.0 per week

Work Location: In person

Salary : $18