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Visitor Experience Lead Associate

2 months ago

Corona, United States New York Hall of Science Full time
Job DescriptionJob Description

Position Title: Visitor Experience Lead Associate

Department: General Admission

Reports to: Visitor Experience Manager

FLSA Status: Non-Exempt

Work Location: 100% On-Site at NYSCI

Work Schedule: Shifts available Wednesday - Sunday; 9:00 AM - 5:00 PM;

Up to (21) hours per week

Classification: Part-time, Casual



DEPARTMENT ROLE:

The New York Hall of Science’s Visitor Experience team is a critical and integral part of NYSCI’s overall operations. NYSCI depends upon the talents and skills of this team to successfully accomplish its mission. Under the direction of the Visitor Experience Managers, the Lead Visitor Experience Associate provides support, direction, and consultation for NYSCI’s general visit, birthday party, membership and group admissions functions.


FUNCTION:

The Lead Visitor Experience Associate supports day to day operations, assists with training and provides a high level of customer service to support the mission of the organization and to visitor experiences at the institution.


PRINCIPAL RESPONSIBILITIES:


  • Facilitates activities for seamless visitor check-in with a focus on customer service, organization, and efficiency

  • Ensure positive visitor interactions are delivered in a pleasant, professional, and prompt manner

  • Support Visitor Experience Associates as intermediate daily team lead, accessing and escalating customer issues when necessary to a Visitor Experience Manager

  • Coordinates group admissions process, assigns Bin Master, Bin Control and Greeter roles to Visitor Experience Associates

  • Support Visitor Experience Management team with daily cash handling duties including delivering change to Visitor Experience Associates, collecting cash bags from Associates before and after their breaks, counting the petty cash before opening and after closing

  • Support daily opening and closing procedures; Actively participate in end of day team meetings and complete end of day reports

  • Follow up with the Visitor Experience Management team to ensure the department’s operational guidelines, policies and procedures are as up to date and efficient as possible

  • Support the reservation booking process when demand is high for Group Sales, Memberships, Birthday Parties or General Ticket purchasing as necessary

  • Facilitate the rotation of staff at various posts, assigning coverage where necessary.

  • Assist with day to day supervision of casual staff

  • Perform other duties as needed


Support Visitor Experience Managers to:

  • Respond to visitor inquiries and reviews through NYSCI’s online platforms.

  • Offer ongoing support and training of Visitor Experience Associates

  • Monitor data collection to ensure NYSCI’s visitor research goals are met.

  • Update all collection logs on an ongoing basis


RELEVANT EXPERIENCE AND SKILLS:


  • Commitment to the philosophy and mission of NY Hall of Science.

  • Demonstrable aptitude for training and working with teams.

  • Strong written, verbal and interpersonal communications skills

  • Ability to de-escalate tense situations and resolve customer complaints.

  • Knowledge of principles and methods for showing, promoting, and selling products or services. This includes sales techniques, and sales control systems.


QUALIFICATIONS:


  • High School Diploma

  • Prior work experience in a museum, hospitality, or customer service role

  • Knowledge of principles and best practices for providing customer service


HOW TO APPLY:

Interested candidates should submit a resume and cover letter online via NYSCI’s Online Careers Center.

Applications will be reviewed on a rolling basis until the position is filled.

Please note that while careful consideration will be given to each submission, the Museum will only be able to contact those applicants whose knowledge, skills, and work experience best fit the requirements of the position.

No phone calls or faxes please.

The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace.

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.