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Guest Services Team Leader

2 months ago

Rochester, New York, United States The Strong Full time
Job Overview

The Strong, a prominent institution in the realm of history museums, is in search of a dedicated, friendly, and approachable individual to fulfill the role of a full-time guest services supervisor. This position is pivotal in crafting a welcoming atmosphere for visitors and ensuring that their experiences exceed expectations, thereby contributing to an exceptional museum visit.

Key Responsibilities:

  • Deliver outstanding guest service, consistently going beyond standard expectations. Address and resolve visitor complaints efficiently using effective service recovery strategies.
  • Maintain a comprehensive understanding of the museum's mission, history, programs, and special events, and communicate this knowledge effectively to enhance the visitor experience.
  • Be versatile in all areas of guest services, including exhibits, attractions, and admissions.
  • Ensure adherence to guest service and safety protocols, keeping exhibit areas clean, organized, and well-stocked.
  • Be available to work during weekdays, weekends, holidays, and extended hours during peak times as required.
  • Operate point-of-sale systems, manage scheduling and reservations, and maintain an accurate admissions database. Prepare regular reports and assist with special projects as needed.
  • Comply with all loss prevention and cash handling policies.

Qualifications:

  • High school diploma or equivalent.
  • A minimum of two years' experience in providing exceptional service to guests, with the ability to handle complex visitor concerns.
  • Flexibility to work a varied schedule, including weekends and holidays.
  • Excellent verbal communication skills.
  • Proficient in Microsoft Office Suite.
  • Experience in supervising staff is advantageous.
  • This is a full-time position, requiring 37.5 hours per week, with availability needed on weekends and holidays.

Note: The final candidate will be required to consent to and successfully complete a drug screening, physical examination, and background check as part of the employment process. The Strong is committed to being an Equal Opportunity Employer.