NYC - Guest Experience Associate

Role Summary

The Guest Experience Team operates the amusements and attractions, assists with crowd management and provides enthusiastic customer service across the entire museum. Teamwork is a staple throughout our entire operation. Guest Experience (GE) Associates work closely with other departments’ staff to create an unforgettable experience for all museum visitors. GE Associates are managed by a team of Supervisors - all reporting to the Location Manager. We believe in fostering our staff’s abilities to learn and grow on the job. This is a great role to start your career and develop your workplace skills.  

Primary Job Responsibilities

• Guest Experience (GE) Associates provide exceptional customer service to our guests throughout the museum, including in the Super Funland amusements, the Museum Galleries and Attractions, the Retail Store, as elsewhere needed.

• GE Associates are also asked to upsell a variety of products including seasonal tickets, select attractions, games, and merchandise. 

• This position is the first point of contact for visitors and customers, and (within given authority) must meet and exceed the expectations of all guests and meet or exceed service targets.

• GE Associates may also be called upon to assist staff and visitors with sales of tickets and gift shop merchandise.

• Greet and assist all museum guests; effectively handle questions, sales, service, and payments for a variety of museum attractions, amusements, and products in accordance with established museum policies and procedures.

• Use initiative and enthusiasm to create exceptional guest experiences.

• Build sales using various techniques such as add-ons, substitutions, and active listening.

• Maintain appearance and functionality of assigned areas: galleries, back-of-house facilities, store merchandise, collateral materials, guest queues, ticketing areas, and related spaces.

• Be knowledgeable about the museum, its history, programs, and special events and effectively communicate this information to guests.

• Facilitate internal communication, as needed, with critical support departments: Operations, HR, Administration, etc.

• Maintain the ability to work nights and weekends and extended schedules during peak periods. Provide availability updates and changes when necessary.

• Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances.

• Perform additional duties as required.

Employee Qualifications 

• You are passionate about providing an exemplary experience for guests. 

• You have an exuberant, outgoing personality and you are eager to engage guests with a smile.

• You have excellent communication skills, and the ability to speak and connect to people of all kinds. 

• You are a dependable and friendly individual that enjoys working with a team. 

• You thrive working in a fast-paced, dynamic environment.

• You have the ability to work nights, weekends, and some holidays. 

• Pertinent backgrounds include: Theater and other forms of Entertainment, Events, Hospitality, Customer Service, and Nightlife. 

• Multilingual is a plus! 

• Strong interpersonal skills and the ability to communicate effectively and clearly in stressful situations and maintain a calm demeanor.

• Must be a true self-starter and able to execute assignments independently. 

• Strong work ethic and ability to work effectively as part of a team.

• High level of integrity and dependability with a strong sense of urgency and results-orientation.

Physical Demands / Work Environment

• The physical demands and work environment described in this job description is representative of those that the employee will encounter and are expected to meet to successfully perform the essential functions of the job. 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is required to stand, walk, sit, talk, listen, and use hands to operate museum exhibits. Vision requirements include close, distance, peripheral vision, depth perception and ability to adjust focus. 

• The work environment is an indoor, climate-controlled public area of assembly. The noise level varies throughout the venue, some areas are very quiet while others contain reasonably high noise levels. There is ample lighting throughout the venue. There are no hazards and no protective devices worn or used in the office work environment