GUEST SERVICES LEAD | Apply by July 17, 2026

Medical, Dental, Vision, Basic Life Insurance, Voluntary Life Insurance, FSA, Long-Term Disability, Short-Term Disability, 401(K) Matching, Holiday Pay, Sick Leave, and Vacation Pay. Work Schedule Sunday – Saturday 9:00 AM – 5:00 PM, and Occasional Special Events after hours (up to 40 hours per week) Salary Range $17.00/hour Status Full-Time / Non-Exempt / Hourly Reports To Guest Services Manager Position Summary The Guest Services Lead is responsible for overseeing the daily operations of the guest services team while delivering exceptional customer service at the First Americans Museum. This position ensures a welcoming environment for all visitors, First American elders, and tribal leaders. The Guest Services Lead assists the Guest Services Manager with team coordination, guest interactions, and operational duties, stepping in as the “Manager on Duty” when necessary. The role includes supervising staff, addressing guest concerns, and ensuring the smooth operation of front desk services, membership processes, and visitor satisfaction. Duties and Responsibilities Guest Engagement & Service: Ensure all guests are greeted warmly, provided with clear information about exhibits and services, and assisted with general and specific requests. Maintain enthusiasm and poise when addressing guest inquiries, whether in person, via phone, or email. Leadership & Supervision: Oversee Guest Services Associates, ensuring they are equipped with the knowledge and resources to assist visitors. Provide leadership, training, and support to the team, ensuring smooth front desk operations and consistent customer service. Conflict Resolution: Diffuse tense situations with guests or vendors, using patience and strong interpersonal skills. Ensure issues are addressed calmly, professionally, and promptly, providing excellent service even during stressful interactions. Operational & Administrative Support: Assist with the day-to-day operations of guest admissions, membership services, and administrative duties, including managing phone and email inquiries and coordinating with other departments, such as security and event staff. Crowd & Facility Management: Work closely with security staff to maintain an orderly flow of visitors, ensuring safety protocols are followed, and assisting with emergency evacuations when necessary. Help manage the lobby area during peak hours and special events. Financial Management: Oversee the operations of the point-of-sale system for admissions, ticketing, and membership transactions. Ensure accurate financial handling, including deposits and reconciliations. Training & Development: Provide ongoing training for Guest Services Associates and ensure they are knowledgeable about current exhibitions, programs, and museum services. Promote a culture of continuous learning and improvement. Guest Service Leads may be asked to perform duties outside of those listed above. Qualifications High school diploma or GED with relevant hospitality or customer service experience preferred. Minimum of three years in a customer service environment, preferably within a museum, cultural center, or similar organization. Supervisory or leadership experience required. Strong interpersonal and communication skills, including the ability to manage a team and interact with a diverse range of visitors. Patience, problem-solving skills, and the ability to manage difficult or emotional situations. Proficiency with office equipment, computers, phones, and point-of-sale systems. Experience with Roller is a plus. Ability to train and motivate a team and support the development of new processes and improvements. Physical Requirements Dexterity sufficient to use a keyboard and telephone; occasional lifting, carrying, pushing, and pulling up to 50 pounds; may be subject to extended periods of walking, standing, sitting, reaching, balancing, bending, kneeling, handling, feeling, climbing, and twisting; vision, speech, and hearing sufficient to perform the essential tasks. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. First Americans Museum provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr Famok