Guest Services Team Member Full-Time

Job Description

Job Description

POSITION TITLE: Guest Services & Events Team Member: Full-Time

SALARY RANGE: $14.00/hour

DEPARTMENT: Guest Services

REPORTS TO: Guest Services Leadership

Schedule: Wednesday-Sunday

FLSA Status: Non-Exempt

SUMMARY: The Guest Services & Events Team Member provides outstanding customer service to all MOSI guests and is an integral part of both daytime operations and evening events. Responsibilities include selling memberships, daily admission, and experience tickets; operating the Virtual Reality Simulator; and supporting front-line guest service functions. This role also supports event operations during late afternoon and evening hours, including Box Office ticketing and redemption, ushering guests in the Digital Dome, and assisting in the Gift Shop. Team members help ensure a smooth, enjoyable, and safe experience for guests attending daily museum visits, evening events, dome shows, and programs.

DUTIES AND RESPONSIBILITIES:

• Supports MOSI's mission, values, vision, and core commitment to the visitor experience, community engagement, and institutional relevancy for the future.

• Deliver outstanding customer service to all evening guests.

• Greet and direct guests, sell tickets for daily admission, experience, and special events tickets, promote annual memberships.

• Enforce museum policies and procedures in a courteous and professional manner.

• Accurately handles payment transactions through use of a cash register and/or computer adhering to cash handling guidelines.
• Assists guests on Virtual Reality Simulator ensuring a safe and fun experience.
• Monitors proper use of all equipment ensuring safety procedures are followed at all times.
• Completes routine sanitation and safety checks procedures for Virtual Reality Simulator, SciLinx Miniature Golf Course, and Digital Dome. (planetarium)
• Supports MOSI's Marketplace by promoting and selling merchandise. Assists with Gift Shop operations, including sales, restocking, and end-of-day closing procedures.
• Provides general guest service including guiding/interpreting, day planning, payment transactions, rentals of wheelchairs/stroller, etc.

• Maintain cleanliness and organization of work areas including the Box Office, Gift Shop, Virtual Reality Simulator, and Dome Theater.
• Operate the Box Office: process ticket sales, redemptions, and memberships for general admission and special evening events.
• Assist with setup and breakdown for evening events as needed.
• Assist with directing and managing event parking to ensure smooth traffic flow and a positive guest experience
• Serve as a friendly and knowledgeable resource for guests during evening hours.

• Perform other duties as assigned.

COMPETENCIES:

• ELICIT-Embodies MOSI's values of Enjoyment, Learning, Impact, Collaboration, Innovation, and Trust; Exudes enthusiasm and creativity; Exhibits sharp critical thinking skills with an openness to diverse opinions and respectful discourse; Practices continuous respect, professionalism, intellectual honesty, integrity, and ethical conduct.
• Customer Service-Displays a strong commitment to delivering exemplary customer service. Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Communication-Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions in oral and written situations; Demonstrates group presentation skills and actively participates in meetings.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

QUALIFICATIONS:

• High school diploma or equivalent.
• Excellent customer service skills with the ability to adapt to a fast-paced, guest-focused environment and handle stressful situations with a positive attitude.
• Prior experience in customer service, ticketing, retail, or event support preferred.
• Basic computer and POS (point-of-sale) skills; ability to learn new systems quickly and handle cash transactions accurately.
• Flexible schedule, including evenings, weekends, holidays, and special event nights.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand.
• Continually required to walk.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Frequently required to climb, balance, bend, stoop, kneel or crawl.
• Continually required to talk or hear and utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Frequently required to lift/push/carry items less than 50 pounds.

• Must be comfortable working in dark/dim spaces.

BENEFITS

MOSI offers a robust and comprehensive benefit package plan to full time employees. Benefits begin on the first day of the month following 60 days and include:

HEALTH, VISION, DENTAL, SHORT TERM DISABILITY, LONG TERM DISABILITY, LIFE INSURANCE

Basic plans of each category are at no cost to the employee. Other employee options of coverage available as well as dependent coverage paid via payroll deduction.

OPTIONAL INSURANCE

A range of plans including Group Accident, Critical Illness, and Hospital Indemnity are available.

401(K) RETIREMENT PLAN

MOSI has a 401(k) Plan in place to help employees save for retirement. Employees become eligible in the Plan after six months. After that time, MOSI will contribute 3% of your salary and will match your employee contribution up to 4%.

PAID TIME OFF (PTO)

MOSI believes that employees should have opportunities to enjoy time away from work to help balance their lives, and also recognizes that employees have diverse needs for time off from work. A generous and flexible amount of hours are available for full time employees to use that works best into their schedule.

MOSI Membership Complimentary annual family membership

Local Memberships Complimentary annual family membership to Florida Aquarium, Glazier Children's Museum, and ZooTampa at Lowry Park

Attraction Share MOSI participates in the program through the Florida Attraction Association which allows MOSI employees and their guests (up to 3) entrance free of charge or at a considerable discount, to the top attractions in Florida. More information is available: MOSI is open 363 days a year. Employee may be required to work some special events which may fall on holidays, evenings, and/or weekends.