Guest Relations Associate

3 weeks ago

Newport News, United States The Mariners' Museum Full time

The Guest Relations Associate is a forward-facing team member who serves as the primary point of contact to welcome guests and communicate the Museum's mission. This customer service role is responsible for greeting our guests and helping to orient them upon arriving at the Museum. Additionally, the Guest Relations Associate will be responsible for assisting with ticket and Membership purchases, conducting sales in the Museum Gift Shop, and providing knowledgeable aid to all guests, whether at the Admission Desk or Gift Shop, in the galleries, or over the phone to ensure they have a positive and enjoyable experience with the Museum. The Guest Relations Associates will represent themselves and the Museum in a professional and polite manner, possess excellent communication skills, address guest complaints as needed, and oversee Guest Relations volunteers.

This is a full-time, hourly, non-exempt position and pays $15.00 an hour. The ideal candidate must be able to work weekends, holidays, and occasional evenings.

No phone calls, please - only applicants being considered for interviews will be contacted.

Duties:

Admission Desk

  • Welcomes each guest to the museum in a friendly and professional manner.
  • Assists guests with redeeming online ticket purchases, on-site ticket sales, Memberships, and obtaining personal information as needed to complete their transaction (i.e. zip code, mailing address, phone number, email, etc.)
  • Ensure high customer satisfaction by answering incoming phone calls, providing correct and current information in a polite and helpful manner, and routing calls to the proper departments as needed.
  • Remains knowledgeable of all current events listed on the Museum's calendars .
  • Responsible for all money collected and maintaining a cash drawer. The total cash/credits obtained must be reconciled with the amounts recorded in Altru or Lightspeed systems.
  • Ensure personal workstation is neat and tidy and monitor public spaces to ensure they are welcoming to guests. Notify appropriate staff if any actions are required to clean or repair an item or area.
  • Ensure that all displays, rack cards, brochures, and other supplies are well-stocked at all times and ready for the next shift.
  • Ensure that the " I am a Mariner" wall is stocked and organized. Promptly remove any noticeably inappropriate cards.
  • Address customer complaints and escalate to the appropriate staff member when needed.
  • Reinforce Museum regulations and safety guidelines in a polite and professional manner.
  • Assist and oversee volunteers in the completion of their duties.
  • Enhance the guest experience through in-gallery engagement and wayfinding.
  • Other duties as assigned.
Gift Shop
  • Welcomes each guest to the shop in a friendly and professional manner.
  • Engage with guests by participating in the sales process and proactively interacting throughout their shop visit, as appropriate.
  • Remain knowledgeable of shop inventory and able to make recommendations based on the guest's needs.
  • Responsible for all money collected and maintaining a cash drawer. The total cash/credits obtained must be reconciled with the amounts recorded in Altru or Lightspeed systems.
  • Ensure a safe and clean gift shop environment.
  • Maintain visual merchandise standards, stock shelves, and maintain store inventory control.
  • Participate in annual physical inventory counts and routine cycle counts.
  • Other duties as assigned.
Requirements

Knowledge, Skills, Abilities:
  • Professional, outgoing, friendly, and service-oriented.
  • Exceptional communication skills.
  • Able to communicate enthusiasm for the Museum's mission and its programs.
  • Must be tactful and display discernment and discretion.
  • Must be able to remain calm in confrontational and crisis situations.
  • Must have the ability to gracefully handle multiple tasks simultaneously.
  • Must possess basic math skills, cash handling skills, and a basic understanding of debits and credits.
  • Basic computer skills and cash register experience are helpful.
  • Ability to manage multiple types of transactions efficiently and with a high level of accuracy, while providing the highest level of customer care.
  • Must be able to accurately and efficiently perform data entry.
Education and Experience:
  • High School graduate or equivalent required.
  • Two years of experience in customer service and cash handling preferred.
Conditions of Employment:
  • Must be able to work weekends, holidays, and occasional evenings.
  • Must be able to pass a background and Motor Vehicle check prior to employment.


Salary Description

$15 / hour

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