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Guest Services Ambassador

2 months ago

Houston, United States The Museum of Fine Arts, Houston Full time
Responsibilities:

Guest Services Ambassadors play a vital role in enhancing the Museum experience. They represent the Museum by making a positive impression throughout the many points of contact with guests: phone, parking garages, lobbies, and galleries. They serve guests by providing information about the facilities, exhibitions, programs and are able to sell admission tickets, memberships and more.
  • Must complete the Museum's Fine Art of Hospitality training program and follow through with specific service standards
  • Greet and assist guests, and provide a welcoming and friendly environment for them to enjoy their experience
  • Sell or reserve a variety of tickets (general admission, special exhibitions, films, programs, events) and sell memberships
  • Assist with ease of entrance during high-traffic exhibitions or events, including scanning tickets and line management
  • Redirect or suggest alternatives to sold-out experiences such as special exhibitions, films, and programs in the Museum's auditorium
  • Participate regularly in curatorial briefings about art and exhibitions
  • Approach guests to welcome them, hear about their interests, and share knowledge about the Museum's art collections and exhibitions on view
  • Make recommendations to guests that will enhance their visit
  • Distribute guest resources including maps, schedules, self-guided tour materials, special exhibition information, and more
  • Understand MFAH visitor policies (photography, touching, etc) and emergency procedures to assist with evacuations and situations involving guest safety (accidents in museum, lost children, fire alarms, etc.)
  • Ensure the safety and positive experience of guests by remaining alert and watchful
  • Notifies Museum security to deter acts of vandalism, theft, negligence or other safety and security concerns
  • Ensure easy and efficient guest flow through the museum by recognizing issues with signage, way finding, and unintentional obstructions
  • Other tasks determined by supervisor
Skills, Knowledge and Abilities:
  • Exceptional social skills including: initiating interactions with guests, making confident eye contact, exhibiting a friendly demeanor
  • Empathetic and persuasive communication skills. Able to speak and write clearly when sharing information
  • Tidy appearance and good hygiene
  • Ability to maintain professional composure, tactfully deal with guest feedback, and remain poised during hectic situations
  • Must be available to work during the Museum's operating hours, up to or equal to 40 hours per week, Wednesday through Sunday, Thursday evenings, holidays and special after-hours events as needed
  • Must be able to stand and move around public areas of the museum-interior and exterior/outdoors-for extended periods of time (reasonable accommodation will be considered for qualified candidates with disabilities)
  • Experience in museum, retail or hospitality industry a plus
  • Must be enthusiastic and have a desire to be part of a leading cultural organization
  • Strong level of interest and basic knowledge about art
  • Able to interact with a diverse group of people from a wide variety of ethnic, cultural, and economic backgrounds, including guests and museum staff at all levels
Education and Experience:
  • Some college preferred
  • Fluency in more than one language preferred (Spanish a plus)
  • Experience with handling cash and credit card transactions
  • Experience with POS and online ticketing systems

Equal Opportunities for All

At the MFAH, we believe that diversity, equity, accessibility, and inclusivity are fundamental to our organization. We welcome all candidates whose experience has prepared them to contribute to our organization and our pledge for workplace diversity, inclusion, and excellence.

Our commitment to our policy and practice of nondiscrimination represents more than good intentions. It provides for employment decisions that are made without regard to race, creed, color, age, gender, sexual orientation, religion, national origin, gender identity or expression, genetic information, disability, or veteran status, or any other protected characteristic as established by law or any other reason unrelated to your ability to join and contribute to our organization and support our mission to provide a museum experience for all.

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.

The MFAH is equally committed to the full inclusion of all qualified individuals interested in employment with the organization. As part of this commitment, we want to ensure that persons with disabilities are provided reasonable accommodation needed to 1) participate in the job application or 2) interview process; 3) perform essential job functions; and/or 4) participate in the benefits and privileges of employment with the MFAH. If reasonable accommodation is needed, please contact the human resources department: HR@mfah.org