Guest Experience Associate

DEPARTMENT: Space Foundation Discovery Center

REPORTS TO: Guest Experience and Retail Manager

POSITION SUMMARY/OBJECTIVE: 

The Guest Experience Associate is responsible for greeting and interacting with Space Foundation customers and visitors to the Space Foundation Discovery Center (SFDC). The associate also works with staff and volunteer(s) who may be scheduled to assist the SFDC in admissions, or in the gallery and labs. The Guest Experience Associate delivers exceptional customer service and ensures every visitor enjoys a welcoming, informative, and engaging experience at the SFDC. Key responsibilities include greeting guests, processing admissions and retail transactions, collecting visitor data, and providing information about exhibits, programs, and events. The position also supports store operations by maintaining displays, managing inventory, and assisting with merchandising. Additional duties include promoting passport membership programs, assisting with event registrations, and supporting special projects, as assigned.

RESPONSIBILITIES:  

The following briefly describes representative responsibilities of this job, but it is not intended to be a complete or all-inclusive listing of activities, duties or responsibilities that are required of this position:

• Successfully completes all opening procedures for the admissions desk at the start of an opening shift, including counting the cash drawer, ensuring that all computer hardware and accessories are operational, and opening the entry doors in advance of welcoming the first guests.
• Provides superior customer service and a welcoming atmosphere to our visitors and guests.
• Greets guests promptly, informatively, enthusiastically and respectfully.
• Collects guests' admissions fees and carries out gift store sales transactions utilizing the point-of-sale system (cash and or credit/debit cards) and accurately reconciles all receipts at the end of each day.
• Collects demographic data, including number of guests and home zip code of each and where they learned about the Discovery Center.
• Conducts all transactions with courtesy and accuracy.
• Directs guests to SFDC gallery entrance and provides helpful guidance, such as where restrooms are located, where special attractions are located, new features of the museum, and locations/times of any special events.
• Answers all phone inquiries in a timely manner with an emphasis on accurate information. Transfer calls to the correct Space Foundation Team Member for inquiries not related to Discovery Center Admissions.
• Makes announcements over the SFDC PA system to alert visitors to special programming and time-specific events, as well as announcing the museum closing time at the end of the day.
• Checks completed scavenger hunts and hand out "prizes" to children for their efforts.
• Ensures the SFDC Store remains tidy.
• Assists SFDC Store Team with tracking and managing inventory, including checking in and pricing new shipments, visual display, restocking, and assisting with annual physical inventory of sales floor and storeroom.
• Completes all closing responsibilities at the end of the operational day, including counting the cash drawer, completing end-of-day paperwork, turning off lights, shutting down technology, and locking doors.
• Provides support on various special projects that do not require departure from the admission and reception areas.
• Performs other duties as assigned.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Budgetary Responsibilities

This position does not have budgetary or financial oversight responsibilities.

COMPETENCIES:

The following briefly describes knowledge, skills, abilities and characteristics associated with this position, including any required experience, education, licensure, certification, or combination thereof:

• A comfortable, polished manner when speaking to our visitors and guests is essential.  
• Must have a professional attitude and appearance, the ability to cope with stressful situations, and the flexibility to interact with a wide variety of people, including distinguished visitors.  
• Ability to multi-task and strong attention to detail (particularly when those details must be noted and passed on to others).  
• The ability to complete cash and credit card transactions accurately.

QUALIFICATIONS:

• High school diploma or equivalent required
• 1 - 2 years of experience in visitor services, retail, food service, or other hospitality trades
• Proficiency with the Microsoft Office suite, particularly Word, Excel, and Outlook email and calendar applications preferred
• Excellent command of the English language, with outstanding oral and written communication skills.
• Experience with point-of-sale and inventory control systems preferred

PHYSICAL DEMANDS:

This position involves extended periods of sitting or standing at a workstation and frequent use of a computer and other standard office equipment. Occasional movement, including walking, lifting, or carrying items up to 25 pounds, may be required. Reasonable accommodation will be made to support individuals with disabilities in performing essential job functions.

WORK ENVIRONMENT:

This role is primarily based indoors and will share the front desk space with other Guest Experience Associates. While performing the duties of this job, the team member may periodically be required to work outdoors and would be exposed to weather conditions prevalent at the time. The team member may periodically be required to work in an offsite environment or at special events, and from time-to-time may be asked to travel on Foundation business, at the Foundation’s expense. The work environment is moderate to loud in noise level. Reasonable accommodation will be made for individuals with disabilities.

JOB STATUS: 

• FLSA Classification: This position is non-exempt according to guidelines of the Fair Labor Standards Act and, as such, an individual in this position is eligible to receive overtime pay for hours worked in excess of forty (40) hours per calendar week.  
• Part-Time: This position is part-time in nature.  An individual in this position will regularly work on a schedule consisting typically of twenty (20) hours per week.
• Work Location:  This position’s primary work site is the headquarters location in Colorado Springs, CO. The nature and responsibilities of this position are such that it is not eligible for alternative worksite arrangements, such as working from home or telecommuting, on a consistent or recurring basis. 
• Schedule: Typical staffed hours are 9:30am – 4:15pm, Tuesday through Saturday. This part-time position will work an estimated three of the five days during the week. Occasional availability is needed outside of these hours for special events. During the Annual Space Symposium: Hours will be worked within the schedule of Monday - Friday, 8:00am – 9:00pm, with the possibility of overtime pay.

BENEFITS:

Space Foundation offers a comprehensive benefits package including:

• Medical, dental, and vision insurance
• Employer-paid basic life and AD&D coverage
• Short- and long-term disability insurance
• 401(k) plan with employer contribution
• Paid holidays and generous paid time off
• Access to employee assistance program (EAP)

EEO STATEMENT

Space Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.