Guest Experience Associate

Position Title: Guest Experience Associate

Reports to: Associate Director of Guest Experience

Summary: The Guest Experience Team is the face of the Speed Art Museum and as such provides the highest levels of service to our guests in person, on the phone and through technology. They engage guests by providing information about the Museum’s programs, services and merchandise. They sell admission, tickets, memberships, and merchandise and accept donations at the Guest Experience desk and throughout the Museum.

FLSA Status: Part-time Non-exempt, up to 20 hours per week

Hourly Rate: $15 per hour

Duties and Responsibilities:

• Always represents the Museum in a Guest forward capacity. Embodies Museum-wide customer service programs

• Greets Museum guests, answers basic questions about Museum programs, services and merchandise, provides an overview of Museum policies
• Collects visitor information; performs visitor surveys as needed
• Provides recommendations according to guest needs or preferences including but not limited to local landmarks and events, dining, accommodations and directions
• Sells admission, memberships, merchandise and accepts donations using Altru by Blackbaud, the Museum’s constituent and ticketing software.
• Maintain superior knowledge of Museum programs, services and merchandise
• Utilize cross-selling and upselling sales techniques to increase sales
• Maintains merchandise stock levels and ensure displays are in presentable condition
• Assists in preparing merchandise for sale, including pricing and tagging merchandise
• Follows proper cash handling procedures and processes payments through Altru
• Answers the telephone in a courteous and efficient manner, answering guest questions and routing calls to the appropriate staff member, as needed.
• Provides guidance and training to volunteers and answers basic questions about the volunteer program.
• Assists guests at coat check, as needed
• Performs opening and closing duties
• Other duties as assigned

Qualifications:

• High school diploma or general education degree (GED)
• 1-2 years of customer service, sales, or transferrable experience
• Enthusiastic, friendly, and energetic with a genuine desire to provide outstanding service
• Experience with computerized ticketing system preferred
• Experience with computerized cash registers preferred
• Excellent verbal communication skills
• Basic understanding of sales principles and customer service practices
• Basic math skills
• Flexible schedule including weekend and evening availability

Essential Skills:

• Acts as a model for our mission and culture
• Delivers world class customer service
• Ability to work effectively with Museum stakeholders including Museum guests, members, staff, volunteers, donors and the public
• Ability to become proficient with museum specific software
• Ability to multitask, while being attentive to customers and remaining flexible to the needs of the business

Physical Requirements and Working Conditions:

• Ability to complete the following tasks with/without reasonable accommodations so the requirements of this position can be fully met:
• Extensive use of telephone and computer throughout the workday.
• Must be able to remain in a stationary position during shift.
• Ability to access merchandise, supplies, etc. intermittently throughout the workday.
• Communicates using English language.
• Sees and hears or uses prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
• Move equipment, supplies, etc., of twenty-five (25) pounds throughout the workday.

DISCLAIMERS: The above job description is not an exhaustive list of all duties and responsibilities of the position and in no way is to be construed as a contract. As with all positions at the Speed Art Museum employment is “at will” on both the part of the organization and the employee. Employment is not for a set period and may be discontinued by either party for any reason with or without notice.

For consideration all qualified internal and external candidates must submit application and resume through this Internet portal. Your interest in the Speed Art Museum is appreciated; however, only candidates selected for interview process will be notified.

The Speed Art Museum prohibits discrimination in employment, programs, and activities on the basis of race, national origin, color, creed, religion, sex, age, disability, veteran status, sexual orientation, gender identity, or associational preference. The Speed Art Museum also affirms its commitment to providing equal opportunities and equal access to museum facilities.

The Speed Museum requires employees to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. To request an accommodation, please contact jbivens@speedmuseum.org for information. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination.