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Lobby Assistant, Concierge

5 months ago

Boston, United States Massachusetts General Hospital Full time

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Given its location at the front of the MGH campus, the Paul S. Russell, MD Museum of Medical History and Innovation acts as a front door to the hospital. The incumbent, by extension, serves as a consistent public face of the museum and the hospital. The incumbent offers enthusiastic, exceptional service to museum visitors, orienting them to the museum and answering questions about the museum, the hospital and surrounding area; and also is responsible in overseeing day-to-day management of the building's operations, exercising judgment when security and/or museum staff should be called. Also, the incumbent provides nonsupervisory guidance to volunteer docents.

In addition, the incumbent offers significant administrative and logistical support across the museum's operations, including vendor payment processing, scheduling of public tours and private events, assistance with exhibit turnovers and assistance with processing a significant backlog of accessions in the hospital's Archives and Special Collections.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

Front Desk Duties

* Greets visitors and responds to requests in a warm, approachable, compassionate manner.
* Projects a positive image and exercises tact and diplomacy at all times.
* Orients visitors to the museum when a volunteer docent is not on hand.
* Answers phone, providing information to callers or routing them to the appropriate museum staff person.
* Monitors activity throughout the museum with security cameras, referring unusual situations to security or museum staff.
* Ensures that the museum opens and closes on time.
* Ensures that all features, such as videos, are working properly.

Administrative Duties

* Creates and tracks purchase orders.
* Is responsible for processing and tracking invoices.
* Assists with event scheduling.
* Maintains supplies and equipment critical to museum and archives operations.
* Assists with logistics for museum lectures such as working with Catering, Partners Collaborative Media and Security.
* Makes updates to museum Website.
* Ability to assist with museum- and hospital-related special events.



Archives, Exhibit and Education Duties

* Assistance with tour scheduling and maintenance of group visit spreadsheet.
* Responsible for installation logistics: coordinating with B&G, Photo Lab and vendors.
* Assist with maintenance of new catalog.
* Perform quality assurance for data migration of 2,000 entries.
* Help with implementation of public-facing side of catalog on Russell Museum website.
* Assistance with cataloging artifact accessions in museum's artifact storage at 121 Inner Belt in Somerville
* Assist with large-scale internal research and archival discovery projects.
* Maintain PDF library of 15 internal e-newsletter.
* Indexing past hospital publications: Approx. 50 years of Hotline, 30 years of News of the MGH, 20 years of the World of MGH, etc.
* Assist with digitization of core collections.
* Coordination of retrieval from and returning museum artifacts to Inner Belt.
* Perform other duties as required.

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

* High school diploma or equivalent required.
* A minimum of 2 years work experience in a customer-service-focused role.
* Conversational language skills in a second language preferred.
* Experience in health care setting desirable.
* Office experience desirable.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

* Ability to handle stressful situations and remain calm
* Able to work independently, often staffing the museum on their own
* Able to be a team player, working well with museum staff and volunteer docents
* Practical reasoning and problem solving skills
* Reliable and flexible
* Ability to learn and follow hospital's protocols, regulations and resources
* Enthusiasm for and ability to learn the basics of the hospital's history and modern-day innovation
* Exceptional patience with all visitors
* Ability to understand and support culturally diverse, elderly, handicapped, and ill visitors
* Ability to exercise superior judgment in handling difficult visitor interactions
* Superb customer service skills and attention to detail.
* Exceptional communication skills: speaks articulately, acknowledges and maintains eye contact; listens carefully.