What are the responsibilities and job description for the Reception Associate position at The Huntington?
About Us
At The Huntington, we believe that having a team of diverse backgrounds and voices working together will enable us to support and promote the appreciation of the humanities, the arts, and botanical science. The Huntington is proud to be an equal opportunity employer and is committed to providing employment opportunities regardless of race, religious creed, color, national origin, disability, sex, gender, gender identity, sexual orientation or any other characteristic protected by local, state or federal law.
The Huntington
Founded in 1919, The Huntington Library, Art Museum, and Botanical Gardens is a collections-based research and educational institution open to the public, housing world-class library, art, and botanical collections. Its mission is to support research and promote education in the arts, humanities, and botanical science and to display and interpret its extraordinary resources for diverse audiences.
The Culture
Here we are committed to the highest of standards in all that we do – from preserving and protecting the collections, to exhibitions, educational and scholarly programming, visitor and reader services, and beyond. Achieving excellence across these pursuits requires a diversity of perspectives, expertise, experience, and methodologies. We are better together. We believe an explicit commitment to diversity, equity, and inclusion directly impacts and improves staff and audience engagement and experience.
Job Description
About the Role
As a key member of the on-site Membership and Visitor Services Department, The Huntington Reception Associate provides institution-wide support through the answering and routing of phone calls, emails, and in-person inquiries. As part of the team that welcomes visitors and initiates the first impression of the Huntington experience, this staff member will provide exceptional customer service with an emphasis on accurate and helpful facilities details, admission reservations, Membership, and other transactions. Maintains lost and found items, issues day-use wheelchairs and locker assignments. This role reports to the Reception and Visitor Services Manager.
S/he/they will demonstrate a background of working directly with people from diverse racial, ethnic, geographic and socioeconomic backgrounds, using a welcoming, inclusive, and accessible approach.
Essential Duties
- Operate VoIP telephone system, answering and directing calls to appropriate individuals and departments.
- Provide accurate information to all inquiries, working courteously and effectively with the public, staff, Members, donors, volunteers, vendors, and outside organizations.
- Greet guests at the Reception window and provide information to the public, members, and staff guests. May process reservations for guests entering the grounds and guide guests to different areas as needed.
- Support Membership office with email inquiries, voicemail, membership and ticket transactions, as well as Tea Room inquiries as needed.
- Utilize various platforms such as Zoom, Freshdesk, Ticketure, Raisers Edge, and Microsoft 365.
- Collect and log lost and found items, contacting owners when possible.
- Issue day-use locker keys for items prohibited by security and maintain locker cleanliness. Complete locker inspections when items are left behind and contact visitors when keys are not returned.
- Assist with checking in large and oversized items while visitors are on the grounds.
- Work closely with the Manager for the latest information on events, activities, reservations, and daily operations.
- Issue and collect day-use wheelchairs, manage waitlist when needed, and maintain wheelchair cleanliness and function.
- Maintain cleanliness, organization, and use of supplies at Reception.
- Service the comment card box, forwarding all correspondence to the Manager.
- Troubleshoot visitor concerns, create solutions, and report summaries to the Manager or appropriate staff when necessary.
- Assist with a variety of administrative assignments and special events as needed.
Candidate Requirements and Experience
Required
- A high school diploma or its equivalent.
- Two or more years of experience in the field or in a related field that emphasizes hospitality and customer service.
- Excellent verbal and written communication skills and the ability to communicate complex information in person, over the phone, and in email concisely.
- Energetic and positive attitude with exceptional interpersonal skills, handling all situations with tact, a professional demeanor, accuracy, and attention to detail. Ability to successfully use de-escalation methods.
- Ability to manage multiple incoming inquiries with speed and efficiency.
- Computer literate.
- Ability to work independently and within a team.
- Available to work weekday/weekend shifts as needed and select holidays.
- Sensitivity to working with diverse audiences.
Preferred
- College educated preferred.
- Knowledge of Microsoft Office, donor database software and ticketing software experience a plus.
- Ability to adapt to changing situations and circumstances.
- Multi-lingual, Spanish and Mandarin a plus.
- Ability to lift, move, or pull up to 30 lbs.
Working Conditions
The reception office is a window desk in the Education and Visitor Center that can be subject to weather conditions as it is both an outdoor/indoor office. Office space is shared, with one other employee. This full-time role is Monday-Friday. May require back-up weekend work a few times a year, as well as evening work and Monday Holidays.
Compensation & Benefits
We provide competitive compensation, generous benefits and perks for all eligible employees including:
- Pay Rate: $18.50/hr.
- Medical, Dental, Vision
- 403(b) retirement plan and matching retirement plan with an outstanding employer match
- Hybrid remote work schedule available for applicable positions
- Considerable paid time off, including annual leave, sick leave, and holidays
- Discounts for staff in The Huntington Store and restaurants
- Free admission to various museums and cultural institutions
- Free passes each month to welcome family and friends to visit the grounds
The Application Process
Please submit a cover letter and CV/resume as a single PDF attachment.
You will have the opportunity to submit additional documents on the “My Experience” section of the application.
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