Guest Services Team Leader

2 weeks ago


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

The Strong, recognized as one of the largest history museums in the nation, is seeking a dedicated and approachable individual to fill the role of a full-time guest services supervisor. This position is essential in fostering a welcoming atmosphere for all visitors and ensuring that their experiences exceed expectations. The guest services supervisor acts as a prominent role model for gallery hosts, demonstrating exceptional service and engagement.

Key Responsibilities:

  • Deliver exceptional guest service, striving to surpass expectations and swiftly address any guest complaints using effective service recovery methods.
  • Maintain comprehensive knowledge of the museum's mission, history, programs, and special events, effectively communicating this information to enhance the visitor experience.
  • Demonstrate versatility by working across all guest service areas, including exhibits, train, carousel, ropes course, and admissions desk.
  • Ensure adherence to all guest service and safety protocols, keeping exhibit areas clean, organized, and well-stocked.
  • Exhibit flexibility in scheduling, with availability for weekdays, weekends, holidays, and extended hours during peak times.
  • Operate point-of-sale systems, manage scheduling and reservations, and maintain an accurate admissions database. Prepare routine reports and assist with special projects as needed.
  • Adhere to all loss prevention and cash handling policies and procedures.

Qualifications:

  • High school diploma or equivalent.
  • A minimum of two years of experience in providing outstanding guest service, with the ability to handle complex guest concerns.
  • Flexible availability, including weekends and holidays.
  • Excellent verbal communication skills.
  • Proficient in Microsoft Office Suite.
  • Supervisory experience is advantageous.
  • This position requires a commitment of 37.5 hours per week, with weekend and holiday availability necessary.

Note: The final candidate must consent to and successfully complete a drug screening, physical examination, and background check as a condition of employment. The Strong is an Equal Opportunity Employer.



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