Guest Services Agent

3 weeks ago

Nashville, United States National Museum of African American Music Full time

**Guest Services Agent**

* Nashville, TN

* Part Time to Full Time

* Entry Level

**The National Museum of African American Music** is seeking both part-time and full-time, enthusiastic Guest Service Agents who will be responsible for a successful guest experience in the Museum. Each GSA must provide a high level of customer service and satisfaction to ensure an excellent experience for all visitors and are responsible for a broad range of activities including selling tickets and memberships, overseeing access control, engaging with guests in the exhibit spaces, handling questions and complaints, monitor guest compliance with Museum safety/visitor protocols, and facilitating entry/egress from exhibits or public spaces. * Greets the public, briefly orientating visitors to the Museum, programs and events.

* Processes admissions and any fees for programs, memberships and events. Assisting guests with RFID bracelet activation providing Member services/sales.

* Cash handling involves all tenders and must be handled accurately and balance to zero at end of shift.

* Outlines Museum activities, provides orientation information about the galleries, and provide directional services (e.g., bathroom, public telephone, taxi, food service, etc.).

* Answers the Museum's central telephone lines promptly, answer inquiries courteously, and direct callers to appropriate staff offices and individuals as needed.

* Observes individuals entering the Museum entrance and report any irregularities to Facilities.

* Actively promotes and sells annual memberships to patrons visiting the museum, answering questions and providing detailed descriptions on benefits of becoming an annual member.

* Assists visitors to obtain parking and ensure that they park in designate spots.

* Responds to emergency needs by monitoring status of facilities and taking steps to reduce or eliminate personal risk to visitors, in accordance with Guest Services training.

* Reports all emergency situations to appropriate management staff or authorities.

* Assists with clerical duties, which may be performed at the Front Desk for other Museum departments, as assigned from Guest Services Manager.

* Assists in the operation of the Museum Gift Shop, as needed.

* Performs other related duties as required. Variable/flexible working hours to include weekends, holidays and overtime as required.

* High school graduation preferred.

* 1 or more years of front line hospitality industry experience in a customer service role

* Experience in another museum or related attraction strongly preferred

* Must be able to work a flexible schedule to include weekends, holidays and special events.

* Must be able to become competent in ticket sales and online registration.

* Must be able to stand for extended periods.

* Supports the mission, vision and strategic goals of NMAAM to serve both internal and external customers.

* Conducts self in a professional manner; maintains appropriate professional appearance.

* Follows and supports policies and procedures of NMAAM.

* Exceptional customer service skills.

* Outgoing personality and enthused to interact with guests and colleagues.

* High degree of tact and diplomacy in dealing with member and guest issues.

* Must have the ability to assess visitor concerns and follow through to resolution with tact and attention to detail.

* Excellent verbal and written communication skills.

* Strong interpersonal skills.

* Ability to work in a fast paced environment and interface effectively with visitors in both conveying information and listening to their questions/complaints.

* Be open to multiple points of view and avenues for problem solving.

* Must be able to walk, stand and interact with the public for long periods of time.

* Be well organized and thorough with close attention to detail and follow-through.

* Act as a team player who works well with others and shows courtesy and respect to colleagues.

* Be willing to assume responsibility.

* Serves as leader to assure strong communications between NMAAM and all external constituents.

* Actively seeks to learn the history of NMAAM.

* Supports and promotes the museums mission.

* Assist in the planning and implementation of special events.

* Attend staff meetings.

* Performs other duties as assigned.

*** ***

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