Box Office Team Member

Job Description

Job Description

Description:

The Box Office Team Member assists in the daily operations of the museum’s Box Office, selling admission, memberships, checking in groups, and other clerical duties such as maintaining a clean and welcoming first impression as guests enter. While carrying out the job duties listed below, the Box Office Team Member will contribute to the museum’s continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, as well as personal and professional dedication to our mission, vision, and values.

This position requires the individual to be self-aware, patient, kind, humble, respectful, and honest. The Box Office Team Member will demonstrate a positive attitude and appearance at all times, while proactively and effectively communicating in a friendly manner with museum staff and guests. The Box Office Team Member is dependable, responsible, trustworthy, and detail-oriented.

ESSENTIAL FUNCTIONS, DUTIES & RESPONSIBILITIES

• Greet guests with genuine warmth and hospitality, making them feel valued from the moment they call and/or arrive at the museum.
• Efficiently handle guest check-ins and arrival/departure flow, including school groups and crowd points in the lobby and Guest Relations areas of responsibility, ensuring a smooth and hassle-free process for guests.
• Responsible for personally delivering consistent outstanding service while following Guest Relations policies and standard operating procedures including, but not limited to, cash handling and balancing till at the end of the day.
• Anticipate and respond to guest needs, requests, and inquiries in a professional and friendly manner, addressing their inquiries and requests accurately, promptly, and with a positive attitude, meeting and exceeding their expectations.
• Actively listen to guests concerns and work independently to resolve issues in the best interest of the guest and museum, using critical thinking skills to refer up when assistance is needed.
• Provide critical museum information, assistance, and recommendations to guests regarding tickets, memberships, activities, special events, exhibits, etc.
• Maintain, clear and clean Guest Relations departmental areas, such as the lobby, information booth, box office, as well as gear and equipment including, but not limited to, carts, wheelchairs, strollers, and sensory kits.
• Monitor lobby front doors at all times when the museum is open.
• Actively maintain a working knowledge of all Box Office duties and responsibilities, including, but not limited to, clerical duties.
• Assume other responsibilities and tasks as assigned.

CREDENTIALS/EXPERIENCE

• Previous experience with cash handling and accounting procedures and demonstrate knowledge of POS systems.
• Proficient with technology and adept at utilizing various software and systems to enhance guest interactions.
• Flexibility in work hours and schedule; working after-hour events, weekends, and holidays.
• Must have consistent and reliable transportation to and from work.
• Most after-hours events include alcohol; the minimum age to work these events is 21.
• Preference may be given to candidates with experience in a hospitality or retail environment; at cultural institutions, attractions, performance venues, or non-profits; with education or experience above the listed qualifications; and/or with the ability to speak one or more languages

KNOWLEDGE, SKILLS & ABILITIES

• Demonstrate a passion for providing exceptional customer service and dedication to ensuring each guest has a memorable experience with an enthusiastic and welcoming demeanor to create a warm and inviting atmosphere to staff and guests.
• Ability to quickly obtain and maintain full knowledge and understanding of museum and department policies, procedures, and protocols.
• Basic understanding of POS systems with a comfort level of basic mathematics, including, but not limited to, percentages and discounts.
• Effective and professional verbal communication skills, with the ability to speak in front of small groups, including guests and staff, including leadership of all levels of the organization, regarding information that is relevant to the guest experience.
• Exceptional problem solving skills with the ability to actively listen and handle guest complaints or concerns with tact and empathy, finding swift and effective solutions to turn any challenges into opportunities.
• Ability to take directional cues directly and indirectly; receptive to feedback and growth by valuing constructive feedback, recognizing it as an opportunity for personal and professional growth and continuously seeking to improve and elevate skills.
• Efficient time management skills with the ability to work flexibly under pressure.
• Ability to operate within a team and without direct supervision, be self-motivated and take pride in work.

WORKING RELATIONSHIPS

This position has no direct or indirect supervisory responsibilities. This position must maintain positive working relationships with management, employees, applicants, vendors and the general public.

WORKING CONDITIONS

• Required to talk, hear, stand, sit, walk, stoop, kneel, crouch, and move freely, often for extended periods of time throughout a shift.
• Works in both an active, busy, and loud museum setting, subject to a fast paced decision making environment.
• Works on a computer for long periods of time (8+ hours) while standing, using a keyboard, and viewing a digital screen.
• Occasional pushing and/or pulling, lifting, and carrying objects weighing up to 25 pounds.
• Must be able to meet physical requirement of the position with or without reasonable accommodation.

INTRODUCTORY PERIOD

This position has been designated with a 90-day Introductory Period. The Introductory Period gives you time to fully learn your new role and adapt to your new work environment. It gives the Museum time to provide training, feedback and performance review. Prior to the end of the 90-days your supervisor will conduct a review of your overall performance and behavior to determine if you need a performance improvement plan, extra training, or if you are already working at full performance. Participation in, or completion of the Introductory Period does not impact your “at-will” employment relationship with Science Museum Oklahoma. You or the Museum may still terminate your employment at any time and for any reason, with or without cause. The Introductory Period also does not affect the benefits that you are offered as a regular (FT/PT) employee at the Museum. The 90-day Introductory Period simply gives both you and Science Museum Oklahoma an opportunity for learning, training, feedback and performance review.