GUEST SERVICE LEAD

The Mission of MIM : The Musical Instrument Museum (MIM) enriches our world by collecting, preserving, and making accessible an astonishing variety of musical instruments and performance videos from every country in the world. MIM offers guests a welcoming and fun experience, incomparable interactive technology, dynamic programming, and exceptional musical performances. MIM fosters appreciation of the world's diverse cultures by showing how we innovate, adapt, and learn from each other to create music-the language of the soul.


Core Values : Our four core values represent the standards by which each team member is expected to contribute towards the excellence of the MIM experience. MIM's culture of high energy, innovation, questioning, and problem solving ensures we will overcome challenges and establish new paradigms for museums everywhere.

1. Guest-Friendly : MIM provides a welcoming, engaging, and accessible experience for each guest.
2. High-Performing : MIM team consistently exceeds expectations.
3. Ever-Changing : MIM is in constant evolution as it strives to improve continually.
4. Sustainable : MIM is committed to ensuring the sustainability of the organization for generations to come.

Position Summary: MIM is looking for an enthusiastic and energetic individual to assist with managing the guest service team, including volunteer team members; to interact with museum guests; and to assist with departmental daily operations in a fast to slow-paced environment depending on the season. Guest service leads assist with ensuring a positive guest experience which reinforces the MIM brand for over 325,000 guests per year.

Responsibilities/Essential Duties:

• Assist with the daily operations and management of the guest service team
• In conjunction with the guest experience director, maintain all operating policies, procedures, and training materials for guest service and ticket sales in the lobby, over the phone, and online. Communicate and ensure compliance with policies for sales, reports, customer service, cash handling, returns, and box office opening and closing procedures.
• Address any guest or volunteer team member problems, questions, or concerns, including escalated guest issues.
• Select, train, and manage guest service team members. Provide coaching and development opportunities in order to foster a high-performance culture.
• Handle bookings for self-guided tour group requests, including welcoming group tours to MIM and preparing them to begin their visit.
• Ensure team's success in meeting Duo and Family level membership goals, primarily through data entry, acknowledgement, renewal reminders, and reporting. Also assist with acknowledgement process for higher membership levels.
• Assist with managing all guest service volunteer team member assignments.
• Maintain familiarity with pertinent software including PatronManager, Microsoft Planner, and Volgistics.
• Assist with storage and distribution of the guidePORT audio system distributed to guests.
• Settle cash drawers and reconcile cash variances.
• Serve as primary backup for the frontline team, including at phone stations, ticket sales, coat check, etc.
• General Expectations: Maintain regular attendance and punctuality. Follow all policies and procedures. Cultivate inclusive and respectful working relationships that support a sense of belonging for all team members, volunteer team members, and guests. Perform other duties of a similar nature and level as assigned.

Qualifications: High school diploma or GED equivalency and two years of general customer service experience or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed in the job description.

• Some supervisory experience in guest service at a museum, performing arts organization, or similar institution is strongly preferred. Exceptional customer service skills are required.
• Strong computer skills in Windows-based applications, including Microsoft Office.
• A positive attitude that promotes teamwork and a favorable image of the museum.
• Excellent presentation, interpersonal, and written communication skills.
• Strong problem-solving skills and ability to quickly adapt to changes and make swift decisions.
• Ability to cheerfully exercise patience and sound judgment in a variety of situations, especially in direct interaction with the public.
• Experience working with volunteers preferred.
• Love for world music and musical instruments a plus!

Other:

• Salary is commensurate with education and experience.
• Work schedule may vary, but is typically Friday through Tuesday, and include evenings, weekends, and holidays. MIM is open daily except for Thanksgiving Day.
• Provide sales back up to support the team and to ensure the highest level of customer service to MIM guests.

Physical Demands:

The physical demands described here are representative of those that must be met by a team member to perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions of this position.

• Ability to lift up to 20 pounds and push/pull up to 100 pounds.
• The position frequently requires the incumbent to bend, stoop, walk, and stand.

Work Environment:

The work environment characteristics described here are representative of those that the team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions of this position.

• The work environment is generally indoors at the guest service desk, in the museum, and general office environment.