Guest Services Specialist

4 weeks ago

Cleveland, United States Great Lakes Science Center Full time
Company Description

At Great Lakes Science Center, we make science, technology, engineering and math (STEM) come alive for guests of all ages. We believe in the value of using real scientific challenges through opportunities to invent, design, tinker and create to encourage curiosity and experimentation. The Science Center remains committed to developing informal science education programs that inspire young minds, improve STEM literacy and cultivate the creative, critical thinkers who will shape the future of Northeast Ohio.

Over the last decade, Great Lakes Science Center has repeatedly launched innovative strategic initiatives that received national recognition. In 2013, the organization launched Cleveland Creates, an initiative in collaboration with corporate leaders to change the community's narrative around advanced manufacturing for diverse middle-school youth and families. This work was recognized by the White House Office of Science and Technology Policy, who chose the Science Center as the unveiling site for the National Week of Making with Mythbuster's host Adam Savage in 2016. The Science Center also has been honored to play an important role for national events in Cleveland, including the 2016 Republican National Convention and the 2021 National Football League Draft. As an anchor institution of downtown's North Coast Harbor, the organization is now looking ahead to the exciting future of lakefront development.

The Science Center was recognized for its initiative, Cleveland Connections, that integrates emerging technologies such as blockchain and industrial internet of things, to educate and empower youth in developing personal and community solutions. The team at the Science Center leveraged their commitment to being a learning organization and used the best scientific research to develop safe operating models, allowing them to continue to serve families and schools during the public health and economic crises that have magnified persistent racial inequities in our community. The Science Center was honored for this work and named a 2021 National Medal for Museum and Library Service finalist, recognizing their pioneering approaches and deep community partnerships during this difficult time. In 2022, GLSC was voted a top three science museum in the USA Today 10Best Readers' Choice travel awards.

Great Lakes Science Center embraces and encourages the unique attributes, characteristics and perspectives that make each person unique. We consider diversity and inclusion essential for institutional excellence and fulfillment of our vision - a community where all people value STEM to inform decision making and enrich lives. We believe our strength lies in the collective sum of individual differences, life experiences, knowledge, ingenuity, self-expression, and unique capabilities. Our employees, volunteers, guests, and partners bring and invest these strengths in their daily experiences at Great Lakes Science Center. We champion an unending commitment to diversity of participation, thought, and action. It is our aim, therefore, that our board, staff, and key stakeholders embrace these principles.

Job Description

Summary:

Guest Services Specialists provide excellent and high-quality guest experiences while working as a greeter, cashier and concierge. Guest Services Specialists help guests in all aspects of their visit, from planning their day, to purchasing tickets, to promoting membership sales and encouraging return visits. The Guest Services Specialist position is a part-time position, including holidays and weekends.

Essential Duties and Responsibilities:
  • Comply with all Great Lakes Science Center policies and procedures to ensure a safe environment.
  • Embrace and demonstrate the Great Lakes Science Center guest services philosophy by actively welcoming visitors and providing accurate information regarding the facility, activities, events, and attractions.
  • Cultivate additional revenue and repeat business through excellent guest relations and promoting membership and combination tickets.
  • Utilize the Outbound/Counterpoint ticketing software at the Science Center and Steamship William G. Mather box offices to quickly and accurately sell admission tickets, memberships and special event tickets (when applicable) following Great Lakes Science Center cash handling procedures at all times.
  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibilities: This position has no supervisory responsibilities

Working Conditions/Physical Requirements:
This job operates in a professional office environment. This job operates on the Steamship William G. Mather on a seasonal basis, May-October in a non-HVAC regulated environment. While performing the duties of this job, the employee is regularly required to communicate with the public. Employees have the option to sit/stand while operating the POS system

Qualifications

Education and Work Experience Qualifications:
  • Previous or current customer service/sales experience.
  • Hospitality experience preferred
  • High school diploma/GED equivalent preferred, but not required
Additional Eligibility Qualifications (K/S/A):
  • Reliable, customer focused and courteous individual with initiative
  • Candidate must be able to work closely and effectively with the general public, educational community and Science Center staff
  • Has the curiosity to learn about Science Center attractions and programs and is able to communicate that to guests in an engaging and inclusive way.
  • Interpersonal communication skills and professional demeaner.
  • Comfortable traversing open decks, navigate steep stairways and high door thresholds, as some shifts occur aboard the historic William G. Mather steamship. (open seasonally May - October)
  • Flexible availability; we are open 7 days a week 10am - 5pm (12pm - 5pm Sundays)
Additional Information
  • Rate - $15/hour
Great Lakes Science Center is proud to provide staff members with a benefits program that offers choices designed to meet their individual needs and lifestyles. Eligible staff members can participate in the following benefits programs:
  • Free Parking
  • Medical
  • Dental
  • Vision
  • Employee Assistant Program (EAP)
  • Paid Time Off (PTO) & 3 Paid Holidays
  • 403b Retirement Savings Plan
  • ASTC Membership
  • Northeastern Ohio Intermuseum Council (NEOIMC) Membership
  • And more

COVID-19 Safety and Guidelines:

Great Lakes Science Center is committed to providing a safe and healthy environment for our staff (paid and unpaid), and guests. In accordance with our COVID-19 Vaccination Policy, all staff are required to be vaccinated and/or boosted against COVID-19. Reasonable accommodations will be made for those who cannot take the vaccine due to health or religious reasons.

Equal Employment Opportunity Statement:

It is the policy of GLSC to provide equal employment opportunities (EEO) free from illegal discrimination, harassment and retaliation to all qualified applicants for employment without regard to race, color, religious affiliation, sex (including pregnancy), sexual orientation, gender identity, or gender expression, national origin, ancestry, citizenship, immigration status, age, source of income, familial status, marital status, veteran or military status, genetic information, disability or any other basis protected by applicable law. GLSC complies with applicable state, federal and local laws governing non-discrimination in employment.

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