What are the responsibilities and job description for the Guest Services Senior Lead position at Imagine Children's Museum?

Job Description

Description : Position Summary :

Guest Services Senior Lead is responsible for providing friendly and outstanding customer service so that our guests have an engaging and immersive experience. The position will interact with guests daily and answer questions, assist with Museum directions, process payments for admissions and memberships, and provide general support to the guests and Guest Services team. The position will also help with conflict resolution and provide additional leadership support for the Guest Services team. When designated the Senior Lead position will run the box office on behalf of the Guest Services Manager.

Essential Functions / Major Responsibilities :

Interact with visitors in a friendly, professional manner and deliver exemplary customer service.
Orient guests with the Museum, answer questions, process payments for admissions, memberships, and Museum Store purchases.
Actively promote Museum memberships and provide membership information.
Provide up-to-date information on Museum programs, events, activities.
Assist with the daily cleaning and maintenance of the Museum Store and visitor areas.
Participate in special events and attend required staff meetings.
Conflict Resolution
When designated, act on behalf of the Guest Services Manager for daily operations.
Other duties as assigned.

Memberships – Sales, Processing and Evaluations of new and renewal memberships

Works closely with the Guest Services Manager to :

Train staff

Ensure procedures are being followed.

Leadership

Take on a leadership role when the Guest Services Manager is not available.

Develop leadership skills – including professional development training.

Be a positive role model for other Museum staff.

Museum store

Works with the Guest Services Manager to ensure the Museum Store is customer-ready and staff are on hand to answer questions, offer purchasing suggestions, and complete store transactions.

Requirements :

Position Requirements :

Excellent verbal communication skills and ability to present information clearly and confidently to visitors.

Excellent critical thinking and judgment skills.

An ability to connect with people of varying abilities and diverse backgrounds.

Ability to work collaboratively and independently.

Ability to be flexible and focus on solution-building.

Ability to stand for extended periods of time.

Complete basic First Aid training.

Availability to work a flexible schedule including weekends and evenings.

Education and / or Experience :

Minimum 2-year customer service, sales, retail, or hospitality experience preferred.

Point of Sales (POS) and cash handling experience preferred.

Computer skills using Word and Excel preferred.

Supervisory Responsibility :

None

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee works in a typical interactive exhibit environment with moderate noise levels.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

High level of public contact.

Regularly required to stand and walk for long periods of time, climb ladders and stairs.

Occasionally lift and or move up to 30 pounds.

Speak and hear sufficiently to communicate clearly in person, over the telephone, and in small groups.

Mental stamina for problem solving and dealing with stressful situations; prioritizing multiple tasks; interpreting and applying oral / written instructions.

Ability to bend, carry, reach to the side, front and overhead, push, pull, walk, stand, twist and squat, grab, squeeze are repetitive motions required of the position.

Occasionally exposed to outdoor elements including high and low temperatures, precipitation, and wind.

Regularly exposed to moderate noise in and around exhibits.

Occasionally exposed to small and / or enclosed spaces.

This is a part-time position, onsite in Everett. The starting pay rate is $22.50 an hour. The schedule is Saturday, Sunday, and Tuesday. All part-time employees receive accrued sick time, anniversary appreciation day, free museum membership, discounts, and other museum perks!

Salary : $23

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