What are the responsibilities and job description for the Seasonal Event Staff, Guest Experience Operations position at Crystal Bridges Museum of American Art.?

Description

Position Title : Seasonal Event Staff, Guest Experience Operations

Position Type : Part-Time –20 / 20

FLSA Classification : Non-Exempt

Division : Operations

Department : Guest Experience Operations

Reports to : Venue Operations Manager

About Crystal Bridges & The Momentary :

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary :

Event Staff are a vital part of providing quality Guest Experience at events at both Crystal Bridges and the Momentary. The ideal Event Staff team member is passionate about events and being a part of creating unforgettable experiences for our guests while helping enrich our community through a variety of events. In order to provide our guests with a world class experience, Event Staff will be trained in a variety of areas including Crowd Management, ID check, Bag Check, and Ticket Scanning, all with the main focus of growing a team of confident and talented professionals who are focused on creating a guest experience that keeps guests excited about coming back for future events.

The Event Staff role is flexible and focused on supporting events at both locations. Event Staff will be able to pick up shifts that work with their schedules. Event staff will be expected to pick up a minimum number of shifts throughout the season, with shifts being a minimum of 4 hours and a maximum of 10 hours in length.

This position is seasonal, beginning in January and ending in early November. Please note that this is an event specific position so hours will fluctuate based on the number of events occurring each month. Shifts will primarily be nights and weekends, but some shifts may be needed during the day as well. Event Staff are required to work at least one shift each quarter to maintain their knowledge of systems, procedures, and current exhibitions. Exceptions can be made if there are conflicting school schedules and during slower months.

Principal Responsibilities :

Present a welcoming demeanor to all guests and provide appropriate information as necessary to all who enter assigned areas.
Provide excellent guest service to all members, guests, and colleagues at locations throughout the institutions, including our outdoor venues.
Interact with the public in a courteous and respectful manner while upholding institution policies, and event specific guidelines.
Remain flexible and demonstrate skills in guest experience, communications, and problem solving, and adjust to situations as they occur while maintaining a level head.
Observe and report any concerns of criminal activity, fire, and safety hazards in public and non-public spaces. Report on all suspicious conditions or people; provide descriptions of violators of institution policies.
Communicate effectively with Guest Experience Operations Supervisors to ensure all issues are responded to effectively and efficiently.
Remain observant throughout incidents and provide information to responding supervisors to assist with assessing the incident and completing incident reports.
Validate identification of guests, staff, and contractors to restrict access to areas to only those with the proper credentials, tickets, or identification.
Ability to adapt to changing environments and multiple priorities.
Follow written and verbal instructions and communicate well with others.
Work at a variety of events including concerts, culinary activations, weddings, festivals, etc. Providing support such as ID check, metal detection, bag checks, serving guests, ticket scanning, answering guests' questions, and creating a positive guest experience through a variety of roles.

Additional Responsibilities :

Attend all necessary staff meetings and communicate concerns as well as solutions to problems.

Proactively seek and obtain information regarding Crystal Bridges and the Momentary policies / promotions, activities, and events in order to provide a high level of customer service.

Become familiar with Crystal Bridges and the Momentary buildings, grounds, and community to provide appropriate information and direction to guests.

Check email and other required applications or programs for schedule updates and notifications.

Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.

Perform all other departmental duties as assigned within the scope of responsibility and skills required for the job.

Qualifications and Skills :

High School Diploma or GED and similar experience preferred.

Associate degree from an accredited institute of higher learning preferred.

Enthusiasm about being a team member at a new major performing arts venue with a strong visitor-centered community dynamic.

Excellent attendance and punctuality. This role regularly works evening and weekend hours.

Ability to be patient and flexible while also staying energized and focused on providing an exceptional guest experience.

Ability to multi-task.

Ability to be a team player.

Ability to use good judgement.

Ability to recognize customer service concerns and address professionally.

Good command of general computer applications and basic math skills.

Minimum 6 months of experience in customer service or related industry preferred.

Good verbal and written communication skills including the ability to clearly speak and understand the English language (bi-lingual a plus)

Physical Demands and Work Environment :

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands : Position requires working throughout Crystal Bridges and the Momentary spaces for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Ability to stand and walk for a minimum of three hours without a break. Position may require utilizing a computer for prolonged periods of time with good eye / hand coordination. This position requires visual acuity to review written materials, observe large crowds, and provide detailed descriptions is required for this job.

Work Environment : The majority of work will be performed in the Momentary and Crystal Bridges spaces including the grounds assignments. This includes working in adverse weather conditions such as extreme temperatures, rain, sleet, and snow. Position requires individuals to work in spaces that may have flashing lights and loud noises. Additionally, strong communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors, volunteers, and staff. Museum communications devices (radios and earpiece speakers) will be utilized.

Position requires ongoing flexibility in work hours due to events, staffing needs and other factors.

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