Visitor Support

4 weeks ago

Cleveland, United States Rock and Roll Hall of Fame and Museum Full time

DEA&I Statement:

At the Rock & Roll Hall of Fame, we are dedicated to making a difference. We intentionally foster a diverse & equitable museum that encourages & embraces creativity & innovation. As a community leader, we value, empower, & respect all people. We provide all team members equal access to information, development, & opportunity. We acknowledge historical inequities & purposefully create an environment where each person feels accepted, appreciated, & safe to utilize their unique experiences & perspectives. Diversity, Equity, Accessibility, & Inclusion is more than just a policy. It supports our mission and defines our future.

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.

Our Visitor Support & Security Representatives are the face of the Rock Hall in a customer service based hands-off security position and get to have fun in a world-class museum featuring live music, public programming, and events Responsibilities include monitoring the Rock Hall to ensure a safe and secure environment as well as providing superior customer service to wow the Rock Hall visitors. Additional responsibilities include monitoring the artifact and exhibit areas, providing accurate information, and more.

This position is a seasonal (spring & summer) temporary assignment. The position could lead to a permanent part-time or full-time position within the security department in the future.

RESPONSIBILITIES & DUTIES

Provides superior service using Fans First principles and information to visitors.

* Welcomes, assists, and directs visitors in an exceptionally courteous manner.
* Provides information to visitors on exhibits, facilities, ticketing, policies and procedures, parking, directions, local accommodations, and attractions.
* Assists to resolve visitor complaints quickly and effectively.
* Assists visitors needing special accommodations.
* Maintains cleanliness of assigned areas both internal and external, including moving stanchions, or other objects to maintain traffic flow or assisting with removal of snow or placement of snow melting substances to ensure safe entry/exit to facility.
* Assists to control visitor traffic flow and queuing visitors in accordance with Museum visitor regulations.

Monitors assigned area within Museum to ensure safe and secure environment for visitors and employees.

* Patrols assigned areas, including galleries, plaza areas, exterior grounds, exterior doors and loading dock, Key Plaza, and Key Plaza valet/turn-around area, for theft, vandalism, injured or unruly individuals. Reports any problems to Security Manager or supervisor on duty.
* Politely informs visitors about the Museum's rules, including without limitation, no smoking in the Museum, touching certain exhibits is prohibited, and picture taking in the Museum is not allowed.
* Provides escorts to employees as needed or requested.

Responds to emergency situations.

* Provides visitors and employees with assistance in emergency situations.
* Investigates accidents or other emergency incidents which occur on Museum premises and assists to complete Incident Report.

Assists all co-employees as requested.

Duties include but may not be limited to the above.

JOB REQUIREMENTS & QUALIFICATIONS

Requirements:

* Flexible availability, including evenings, weekends, holidays, and the ability to work rotating shifts and on short notice.
* High school graduate or equivalent

Preferred experience in the following areas helpful:

* Customer service
* Appreciation of Rock & Roll and/or music history
* Strong verbal communication skills
* Bilingual capabilities a bonus

Working Conditions:

* Environmental Parameters: Ability to work in a window-less office. Ability to work in an environment with loud noise, such as house music.
* Physical Demands:

Strength: Ability to lift/move items weighing up to 10 lbs. (approximately)

Type: Express or exchange ideas by means of spoken word and to perceive nature of sounds. Ability to hear accurately to interact with the public and co-workers. Demonstrate clarity of vision; judge distance and space relationships; identify and distinguish colors, numbers, and figures. Ability to visually determine the accuracy of work done and observe/assess possible threats to safety. Ability to ascend or descend ladders and stairs. Ability to bend body downwards and forward by bending spine at waist to access areas closer to the ground. Ability to bend legs at knee. Ability to extend arms and hands in any direction. Ability to use upper extremities to exert force to move an object forward, and to tug behind. Ability to raise objects from a lower position to a higher position. Ability to perceive attributes of objects, such as size, shape, and characteristics. Ability to perform tasks concurrently. Work involves walking and standing most of the time but involve sitting for periods of time.

Equipment Used:

* Personal computer, telephone, calculator, fax and other office equipment.

Safety Hazards:

* Physical hazards. Constant physical motion, and proximity to situations that are potentially harmful.

Aptitude Requirements:

* Cognitive:

Analytical: Ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.

Communication: Ability to be conversant in Museum rules and procedures. Ability to understand and carry out written or verbal instructions. Ability to answer inquiries from visitors, and employees.

Administrative: Ability to complete forms. Ability to pay attention to detail and accurately distinguish data. Ability to organize and prioritize various schedules, data and documents.

* Manual:

Motor Coordination: Ability to make necessary movements in selecting, picking and depositing items.

Finger Dexterity: Ability to pick, pinch or otherwise work with fingers to operate above equipment. Ability to pick up a variety of items and place them on shelves; to move knobs, buttons or switches.

Manual Dexterity: Ability to seize, hold, grasp, turn or otherwise work with hands. Ability to shake, sort, fold or stack items; to place and retrieve items.

We offer:

* Exciting work environment
* Discounts in museum store & café
* Free access to museum events & shows
* Paid parking & close proximity to public transportation

Employer's Rights:

This job description does not list all the duties of the position. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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