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Guest Services Associate

2 months ago

Washington, United States The Phillips Collection Full time
About the Role

The Phillips Collection is seeking a highly skilled and customer-focused Guest Services Associate to join our team. As a key member of our front of house operations, you will be responsible for providing exceptional service to our guests, members, and staff.

Key Responsibilities
  • Membership Support
    • Staff the membership desk and provide top-notch customer service to members and guests.
    • Explain various membership levels and promote the benefits of membership and upgrading to higher levels.
    • Process onsite membership sales and manage the open and close of day process for onsite memberships.
    • Respond to member and public inquiries concerning membership, addressing questions and concerns, and resolving issues quickly and efficiently.
    • Work with the Director of Membership to maintain accurate records in the Altru database and other projects as needed.
  • Admissions and Guest Services
    • Sell guest admissions and program tickets and assist in the overall functions of Admissions and Guest Services operations.
    • Staff the admission desk and sell tickets for museum admittance and public programs in person, over the phone, and over the Phillips website.
    • Actively greet and orient visitors entering the museum, addressing guests and general inquiries positively with excellent customer service.
    • Execute accurate daily accounting duties, completing customer transactions, reconciling sales at the end of the day, and preparing deposits.
    • Promote daily programming with guests and look to create opportunities to provide them with a broader exposure to the museum's history, identity, and offerings.
  • Museum Shop Support
    • Provide sales and cashier support in the Museum Shop, generating revenue for the museum as guests commemorate their visit.
    • Open and/or close the museum shop, efficiently and accurately performing cash register procedures.
    • Utilize standard loss prevention techniques and acquire familiarity with products in the shop.
    • Promote the sale of shop merchandise and maintain a neat appearance of the shop.
    • Stock and label merchandise and promote membership sales and upgrades.
    Requirements
    • Superior interpersonal communication and previous customer service skills.
    • Ability to maintain professional composure and accuracy during heavy visitor traffic.
    • Ability to manage multiple priorities and attend to multiple customers in a public setting.
    • Excellent organizational and time management skills and attention to detail.
    • Must be able to collaborate, work with, and engage positively with a diverse team and diverse guests/audiences/range of people with diplomacy and tact.
    • Proficient in Windows and Microsoft Office.
    • Strong math skills, close attention to detail, and basic accounting acumen.
    • Prior experience with fundraising database software (Altru) not required but the ability to learn quickly is key.
    • Prior retail experience, including experience with automated POS system, ticketing or events software experience is helpful.
    • Must be able to work Thursday evenings, Saturdays, Sundays, and special events as required.
    • Occasionally lift and carry up to 30 pounds without assistance.
    • Ability to stand for extended periods of time.
    • Work experience in a museum setting, particularly in a guest services, membership, or retail, is helpful.
    • Knowledge of art and merchandising experience is helpful.
    • Foreign language skills, a plus.