Description

Reporting to the Guest Services Managers, the Guest Services Associate - Part Time is a guest-facing position and the incumbent will have the capability and availability to staff various guest-facing areas of the Museum including; museum ticket taking, children’s museum, traveling exhibitions, the tablet check-out area, and other wayfinding positions around the Museum, reception desk, and box office as assigned.

The Guest Services Associate - Part Time will also work closely with the Lead Guest Services Associates to operate the Museum in a safe, efficient, and friendly manner assuring that visitors are being welcomed and assisted as needed. The incumbent must consistently provide excellent guest service while answering questions about the exhibits, group sales, field trips, birthday parties and providing information about the Museum.

Essential Duties and Responsibilities

Box Office

• Enthusiastically interact with guests and provide pertinent information about the Museum to help the guest make an informed decision about what offerings to purchase.

• Assist guests with self-serve ticket kiosks as necessary.

• Handle sales transactions quickly, efficiently, and accurately.

• Be informed on voucher and discount procedures that may be presented at the Box Office.

• Adhere to official cash handling procedures set in place by the Museum.

• Encourage guests to become members by maintaining a working knowledge of membership benefits and accurately enter data into the Membership Patron record.

• Must be proactive in promoting additional sales.

• Other duties as assigned.

General Operations

• Assist with the opening and closing duties of the Museum for daily operation.

• Actively welcome and greet visitors to the Museum. Communicate with teachers, group leaders and individuals by phone, fax and email to answer all questions and suggest appropriate programs.

• Accept tickets and determine if the ticket is for the correct date and event.

• Scan barcoded tickets for exhibit hall entrance, using handheld scanner and serves on a regular rotational assignment to cover the reception desk.

• Assist guests using ticketing kiosks. Assist with reception calls and guest experience. Handle a large volume of general information calls (Re: prices, hours, show times, birthday parties, etc.?.

• Provide information and answer questions about the exhibits while appropriately metering traffic flow into the Museum and exhibits. During seasonal Discovery Camp: handle reservation questions.

• Assist with School Group check-in procedures and wayfinding..

• Effectively communicate with other Departments via hand-held radio when necessary, regarding crowd control issues.

• Provide membership information and actively sell memberships.

• Keep current with museum exhibits and films. Proactively suggest visitation to add-on experiences.

• Assist with procedures such as: lost and found items, wheelchair requests, injuries, lost child, or other issues.

• Maintain continuous lookout for safety hazards. Assist with evacuations and procedures if required in case of an emergency.

• Communicate and work in a team manner with coworkers and volunteers to ensure a smooth operation. Maintain cleanliness in all lobby, atrium, and Guest areas of the Museum.

• Enroll individual patrons in assorted educational workshops and events.

• Accurately schedule all reservations in Ticketure. Process Big Thoughts vouchers for DISD schools and effectively communicate with Education on AP follow up.

• Send invoices, payment reminders and receipts. Ensure that all financial aid funds are utilized before the end of the school year.

• Reserve, Invoice and post payments for scheduled reservations. Invoice schools for additional payments due after their visit (aged receivables). Balance end-of-day payments and turn in Batch reports.

• Maintain organized reservation files and accurate database records, documenting all changes and updating files as needed. Must keep up to date with Ticketure for reservations and ticketing.

• Generate weekly and daily reservation schedule for Education, Operations, and Theater staff.

• Verify scheduled programs and assigned staff for each reservation, and issue updates as needed.

• Work to maintain the highest quality standard for handling phone calls and taking reservations.

• Ability to actively market Group Sales programs, rentals and membership to prospective clientele.

• Other duties as assigned.

Theater

• Maintain working knowledge of theater equipment and best-practice procedures.

• Ensure theater guests are aware of the safety exits and pertinent information about their showing by learning a safety speech given before each film.

• Maintain proper use of theater equipment to keep items safe and functional.

• Other duties as assigned.

Qualifications

Qualifications

• High School graduate or the equivalent.

• 1 year of experience in high-volume guest destination venue (museum, theater, theme-park, stadium.

• Prior retail or customer service experience.

• Demonstrated interpersonal skills as outgoing, problem-solver with strong customer service skills is a must.

• Basic knowledge of computers and Microsoft software.

• Able to work varied shifts, including evenings, weekends & holidays.

• Must be at least 18 years old.

• Must be optimally protected against COVID-19 by being vaccinated and up to date with a booster dose.

Preferred

• Ability to speak Spanish.

Essential Functions

The physical demands described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this 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 regularly required to:

  • Remain calm and poised in assisting in all guest services-related matters.

  • Stand for up to 5 hours at a time.

  • Use hands to touch, handle, or feel.

  • Reach with hands and arms.

  • Talk and hear.

• While performing the essential functions of this job, the employee is frequently required to:

  • Walk.

• While performing the essential functions of this job, the employee must occasionally:

  • Lift and/or move up to 20 pounds.

• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

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