What are the responsibilities and job description for the Visitor Services Representative 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
The Visitor Services Representative works under the direct guidance of the Visitor Services Supervisors, Membership & Visitor Services Manager, and Visitor Services Assistant Director. The Representative serves the public through admission transactions with an emphasis on recruiting new members, and services current and renewing members. The Representative greets and approaches visitors to sell memberships.
The Visitor Services Representative works under the direct guidance of the Visitor Services Supervisors, Membership & Visitor Services Manager, and Visitor Services Assistant Director. The Representative serves the public through admission transactions with an emphasis on recruiting new members, and services current and renewing members. The Representative greets and approaches visitors to sell memberships.
This is an on-call role with no set weekly hours. This position also requires at least one weekend day and weekday work. A few times a year, evening work will be required and some Monday Holidays and some days during peak seasons.
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
- Contributes to an overall positive guest experience at The Huntington through communication, hospitality, information, and servicing.
- Welcomes visitors to The Huntington and informs them about membership and its benefits.
- Assists with traffic flow by managing both the Membership and Admissions windows.
- Provides entry onto the grounds for the public and members by processing admission transactions or by utilizing the advancement database. Expedites the entry of members by scanning tickets while possessing a proficiency with the pertinent aspects of Ticketure POS, Ticketure CMS and Raiser’s Edge.
- Retains knowledge of financial protocols associated with the opening and closing procedures.
- Effectively interacts with visitors and members by answering inquiries, and orienting visitors throughout the property.
- Interacts with members, visitors, volunteers, readers, Board of Governor, Trustees, and donors, assisting with any requests.
- Has a thorough understanding of all levels of membership and each level’s respective benefits. Upholds and sustains policies connected to membership benefits.
- Acquires new members and assists current/lapsed members with the renewal process. Uses the membership benefit structure to promote upgrades and the stewardship of members while utilizing on site strategies to increase membership sales and renewals.
- Processes all necessary paperwork pertinent for all types of membership transactions; including the collection of payment, the issuance of temporary cards, and other appropriate materials while emphasizing accuracy.
- Maintains a full on-site servicing center at both the Admissions and Membership windows by presenting a tidy and well stocked display of current exhibition events, information, maps and brochures so that they are readily available for all members and guests.
- Initiates and executes special projects to enhance the visitor experience.
- Troubleshoots concerns and creates solutions and reports to the Visitor and Membership Services Supervisors/Manager or Visitor Services Assistant Director or appropriate staff when necessary.
- Is well informed and clearly communicates with visitors and members regarding current and upcoming exhibitions, educational programs, lectures, et. al.
- When necessary, assists with Members and Advancement events.
- Provides supplemental clerical assistance to the Membership Office.
- Assists in setting up operations in the morning – all technological aspects
- Assists in creating VIP list and creating tickets and sending to guests
- Prepares wristbands for business guests for the day
- Prepares operations for West and South Entry points
- Assist as a backup Visitor Shuttle Driver, ensuring safe transportation for visitors throughout the Huntington grounds during operating hours.
- Additionally, may provide support to the Reception Desk by assisting with locker and wheelchair loans, lost and found, and general visitor inquiries.
- Performs other job-related duties as assigned.
Candidate Requirements and Experience
- Strong communication skills.
- Sensitivity to working with diverse audiences.
- Previous sales/customer service (1-3 years of retail cashier experience).
- Track record of outstanding customer service.
- Computer literate.
- Interest in sharing our collections with our guests.
- Demonstrated ability to maintain a high level of professionalism in all interactions, both internally and externally.
- Ability to work independently and within a team.
- A valid driver’s license and a safe driving record
- Minimum 1 year of driving experience, additional driving experience such as delivery or similar service desirable
Preferred:
- College educated preferred.
- Prior knowledge of Raiser’s Edge and Ticketure operating systems a plus.
- Multi-lingual, Spanish and Mandarin a plus
Working Conditions:
- This position works at the admission booths and check in points throughout the campus, both indoors and outdoors.
- Frequent computer and phone usage.
- The Visitor Services Representative is required to work in the Visitor Service Center and select outside locations while standing for extended periods of time.
Compensation & Benefits
We provide competitive compensation, generous benefits and perks for all eligible employees including:
- Pay Rate: $18.50/hr.
- 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.
Salary : $19
