What are the responsibilities and job description for the Guest Relations Associate, Level I position at Creative Discovery Museum?
Position: Guest Relations Associate, Level I
FLSA : Non-Exempt
Department: Guest Relations
Reports to: Guest Relations Manager
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Occupational Summary
The Guest Relations Department handles the day-to-day operations of the Museum's ticket desk and Birthday parties while supporting the membership program. Superior customer service skills are required. Staff are responsible for sales, cash control, cleaning and safety and security.
Essential Duties and Responsibilities
- Customer Service: Required to provide superior customer service at all times. Associates will greet all visitors with "Welcome to Creative Discovery Museum," ensure consistency of information by following Museum scripts, and handle all interactions with visitors courteously and politely.
- Educate and sell: Be conversant on all products to best present and sell to the customer. Associates will be asked to achieve monthly goals, upsell products, programs, and memberships, understand all memberships and membership specials to help the customer decide which membership fits them best.
- Operate point of sale computer: Must demonstrate competency on the point-of-sale system and complete all customer transactions properly. Associates will be required to change receipt printer paper, utilize basic troubleshooting skills, and complete customer transactions.
- Cash Control: Adhere to all proper money handling policies and procedures. Associates maintain cash drawers but ensuring an adequate supply of change remains in their assigned drawer throughout their shift.
- Open and complete end-of-day closing: Keep the ticket desk stocked, tidy, and ready for the day's activities. Associates are required to complete opening/closing checklists, shut down computer system at end of day, and run appropriate reports.
- Cleaning and stocking: Ensure the lobby and ticket desk are always clean and presentable. Restock brochures, sweep the lobby daily, tidy up ticket counters and health screening table, and keep membership stand stocked.
- Safety and Security: Ensure all guests are checked in properly by monitoring guest entrance and exit. Associates will report any door alarms, any unauthorized weapons in the building to management, respond to fire alarm including announcements, communicate with the security and maintenance department, usher guests to the closest exit in event of emergency, respond to weather announcements, and monitor the door during lost child codes. Use safety measures when using equipment and ensure safe and secure storage of inventory.
- Birthday Parties: Ensure all celebrations, including birthday and after-hours parties, are delivered to guests with a high standard of excellence.
- All other duties as assigned.
Knowledge, Skills and Abilities Required
- Superior customer service skills
- Strong communication skills
- Must be sales driven
- Team oriented with demonstrated ability to effectively communicate and work with a variety of personalities
- Ability to work in high pressure environment
- Ability to multi-task
- Must be able to work a consistent part time schedule
Education/Experience Requirements
- High School Diploma
Working conditions
Weekend and some night work required
Some holiday work
Museum floor environment
Noise level high at times
Physical demands
Standing and walking on the Museum floor for extended periods of time and the lifting of supplies.
