Guest Engagement Associate

Guest Engagement Associate

As the first point of contact for our guests, Guest Engagement Associates are responsible for enthusiastically welcoming our guests and assisting them with ticket and membership sales at the Front Desk and retail merchandise in the Museum Store. This position recognizes the capacity to achieve greater results by integrating skilled volunteers and leveraging their diverse knowledge and abilities. The position is under the direct supervision of the Guest Engagement Manager.

Qualifications

• High School graduate or equivalent
• Outgoing, friendly, service oriented. Able to communicate enthusiasm for the museum and its programs
• Must be bondable
• Must have a professional appearance
• Exceptional communication skills. Must be tactful and display discernment and discretion
• Must be able to remain calm in confrontational and crisis situations
• Ability to gracefully handle multiple tasks simultaneously
• Possess basic math skills and basic understanding of debits and credits
• Basic computer skills and cash register experience helpful
• Detail oriented. Must be able to recognize and function while dealing with several different types of memberships and ticket sales for a variety of events
• First Aid certification or willingness and ability to be trained
• Must be able to accurately and efficiently perform data entry and perform duties assigned to maintain the integrity of the museum's database

Duties and Responsibilities

• Be a positive, enthusiastic representative of the Virginia Living Museum
• Promote a guest-centric culture at the VLM
• Welcome each guest to the museum and assists them with purchasing tickets, merchandise, memberships, and obtaining information. Provide resources such as, but not limited to, wheelchairs, strollers, and Braille guides as needed
• Respond to emergency situations and requests for First Aide. Associates will respond by providing basic supplies or calling for professional help
• Stay aware of all museum offerings in order to provide current and accurate information to guests
• Answer incoming calls to the museum on a multi-line phone system, providing correct and current information in a helpful manner and routing calls to the proper departments as needed
• Perform duties required to open and close the museum and Museum Store each day
• Ensure that the Front Desk, Museum Store and Lobby are presentable to guests
• Solicit guest feedback
• Provide expert advice to management on improvements to the guest experience
• Maximizes revenue and donations by selling membership, programs, retail products and asking for donations at point of sale
• Obtain the cash drawer from the acting manager each day, responsible for all monies collected. The total cash/credits obtained must be reconciled with the amounts recorded in ALTRU and Lightspeed
• Learn how to use, navigate, and input data in ALTRU and Lightspeed. The associate must also maintain the integrity of the database in ALTRU and Lightspeed
• Restocks and organizes museum store inventory
• Close down and ensures Museum is securely locked at the end of the day
• Handle money in a safe manner
• Stay aware as to what is happening in the lobby and responds to requests for assistance. Report any suspicious behavior to management ASAP
• Provide support for urgent security issues such as lost children
• Train and develops other associates and team members.
• Other duties as assigned.

Requirements

• Ability to work both weekend days & occasional evenings
• Must be able to hear and speak clearly
• Physical requirements include medium work, must be able to lift 40lbs
• Must be able stand for extended periods of time and move about on foot to accomplish tasks
• Must be able to stoop, kneel, crouch, crawl, reach, push, pull, lift, grasp, feel, and utilize repetitive motions
• Perform activities such as: preparing and analyzing data, transcribing, operating & viewing a computer, and extensive reading
• The position is subject to environmental conditions for activities occurring indoors and outdoors