Guest Engagement Representative

About Us: The Griffin Museum of Science and Industry is the largest and most interactive science museum in the Western Hemisphere. Griffin Museum of Science and Industry (Griffin MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. Griffin MSI’s mission – to inspire the inventive genius in everyone – is realized through its world-class exhibitions and engaging guest experiences. The Griffin Museum of Science and Industry provides programs and experiences that deepen the engagement of students and teachers in science and science-related disciplines, with a vision to inspire and motivate our children to achieve their full potential in the fields of science, technology, engineering and math.

We offer a creative, collaborative, and innovative environment for our employees. Our employees get great perks such as: benefits starting day one of your employment, free admission to Griffin MSI for family and friends, free admission to other museums, free parking in Griffin MSI’s garage and more! If you are equally passionate about our vision and want to be surrounded by a team of dynamic, smart and innovative people, the Griffin Museum of Science and Industry is the right place for you!

The Job: The Guest Engagement Representative (GER) is responsible for providing excellent customer service through all interactions with guests. GERs will perform various guest-facing operational functions in support of engaging and orienting Museum guests and help build fun and amazing Museum experiences for guests of all ages and interests.

This is a part-time position working onsite at the Museum 3-4 full days per week and is a union-represented position (AFSCME Council 31). Please note the role requires Tuesday availability and one weekend day availability as well as occasional evening availability for special events.

Responsibilities

• Provide enthusiastic, efficient, and helpful customer service through friendly greeting, ushering, and escorting of guests through the building.
• Promote museum exhibits and experiences and offer effective and creative solutions to issues and questions that may arise.
• Deliver wayfinding and other guest services throughout the entire guest visit.
• Key areas of support include ticketing operations, Giant Dome Theater (GDT), parking garage, coat check and other guest-related amenity services, Group Center, and opening and closing the museum for guest operations.
• Collaborate with team members to provide a safe, inclusive, and positive environment for all guests.
• Facilitate the welcoming of field trip groups through Group Center in a safe, effective, and efficient manner including onboarding and offboarding of field trip students.
• Manage the field trip group lunchroom and related services, organizing and communicating group visit information.
• Process visit registrations and provide administrative support for school field trips and other visitor groups for documentation and reporting requirements in an organized and thoughtful manner.
• Build relationships with Museum members and guests to encourage repeat visits.
• Participate in team meetings to create and discuss new sales tactics for memberships, multi-attraction passes and other upsell experiences.
• Partner with Guest Experiences Team to ensure guest flow at tours and other experiences are being communicated to ensure efficient entry for guests.
• Perform cashiering duties including ticket and membership sales, returns, and process all ticketing transactions on the Museum's ticketing system according to Museum policies and procedures; manage cash and credit card sales of tickets, memberships, multi-attraction passes, and/or special event entry in a timely manner.
• Assist guests parking in the Museum garage and in the upkeep of the garage facilities by performing regular checks and inventories on hardware, garage equipment, and ticket stock.
• Provide guest amenity services such as coat check, wheelchair and stroller rentals, lost and found, wayfinding, and support GER Certified Trainers with restocking materials.
• Operate Giant Dome Theater film screenings in accordance with operational protocols.
• Support GO leadership team and GER Certified Trainers with stanchion setup/take down.
• Maintain department inventory of supplies and perform other museum show quality aspects of guest operations such as map restocking and ticket kiosk troubleshooting.
• As experience and qualifications allow and in absence of GO leadership team and GER Certified Trainers, serve as lead in various operational positions including special events and support other GERs and leadership as designated by leadership.
• Other duties as assigned.

Qualifications

• High school diploma or GED and one (1) to three (3) years of related experience including customer-facing functions and experience in engaging with guests of all ages.
• Associates degree or higher is a plus.
• Must be able and willing to work weekends, holidays, and some evenings, and able to commit to a regular schedule.
• Enthusiasm for science and education, and the ability to work in spaces with large crowds.
• Consistent good attendance, timeliness, and guest readiness.
• Good people/interpersonal skills for dealing with guests and staff; communicates professionally and proactively and is able to create an open dialogue to uncover guest expectations and unrealized needs.
• Demonstrates strong customer service, problem-solving, and conflict-resolution skills.
• Strong teamwork, collaboration, and listening skills.
• Ability to project a positive attitude, flexibility, adaptability, and resilience required.
• Capable of multitasking and prioritizing in a fast-paced environment.
• Exceptional self-awareness and self regulation; strives for continual growth and improvement.
• Knowledge of cash management principles and/or procedures.
• Must be able to move large groups of people from place to place in a courteous and efficient manner.
• Has the curiosity to learn Museum content and culture and is able to communicate that to guests in an engaging and inclusive way.
• Proficient computer skills and knowledge; must be comfortable with learning and using new software and hardware (computer and hand-held devices) in support of ticketing and membership needs.
• Language:
  • Ability to read and interpret documents such as training guides and procedure manuals.
  • Ability to speak effectively before groups of staff and guests of the organization.
• Mathematical:
  • Ability to calculate figures and amounts such as percentages, area, circumference, and volume.
  • Ability to apply concepts of basic algebra and geometry.
• Reasoning:
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Physical:
  • While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and talk of hear.
  • Ability to perform various functions such as standing, sitting, walking/moving across uneven surfaces, climbing stairs, lifting, pushing, carrying, seeing in varying light conditions, fine finger dexterity, and participating in some physical activities.
  • The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl, and taste or smell.
  • The employee must occasionally lift and/or move up to 25 pounds, stand for up to 3 hours at a time, and move throughout the Museum campus.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work Environment:
  • The employee is occasionally exposed to wet and/or humid conditions; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions such as extreme cold or extreme heat; dissection of animal parts in science, and vibration.
  • The employee will perform duties in certain exhibit spaces with sensory characteristics such as moments of complete darkness or flashes of lights, moments of loud noises like loud booms, operating machinery, bells, ringing, and explosions.
  • The employee will perform duties in certain exhibit spaces that will have or may have content advisories such as military violence and war themes, Nazism, or feature human specimens and other medical content.

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