Guest Service Associate

Guest Service Associate

For 45 years, Kidspace Children's Museum has been a welcoming place for exploration and discovery, serving millions of children and their families. Join a team that creates hands-on play and learning experiences that are relevant, joyful, inspiring, and that involve guests in their own process of discovery. Kidspace is an equal opportunity employer and 501(c)(3) nonprofit organization committed to building a culture of play on a foundation of anti-racist policies and practices.

Position Overview: As part of a front-line team, the Guest Service Associate delivers outstanding guest service daily through fielding all guest inquiries via email, phone and in person while maintaining a solution mind set in all transactional engagements. They are responsible for handling all ticketing inquiries and transactions, as well as membership, group, birthday and add-on sales and reservations. This part-time non-exempt position reports to the Guest Service Supervisor.

Essential Duties and Responsibilities:

• Guest Correspondence: Professionally correspond via phone, email and in person with the public in the following areas: Ticket sales, ticket rescheduling, birthday and group reservations and bookings, memberships, etc. Monitor voicemail, email inboxes, and Teams chats to respond in a timely manner, and forward inquiries to relevant staff members as required. Review the Kidspace website periodically for out-of-date information or discrepancies, alerting team members as necessary. Demonstrates accuracy in all transactions and correspondences.

• Customer Service: Provides outstanding customer service to all guests, welcoming them in a polite and friendly manner and assists with guiding them through the admission process. Welcoming partners and stakeholders and connecting them to the appropriate staff. Resolve and respond to guests' concerns and feedback in a timely manner.

• Guest Engagement: Provides direction and assistance with the site navigation to all guests. Creates a unique and focused connection with guests and members. Invites guests to immerse themselves in the museum experience and incorporates seasonal themes, events, and happenings when welcoming guests.

• First aid, lost and found, and material management: File all lost and found related logs, sort, store, and return all lost and found items to owners. Monitor and communicate inventory needs for first aid and museum components such as stickers, wristbands, and info booth supplies.

• Communication and Feedback: Gathers and communicates FAQ needs for updates, modifications, accuracy, and discrepancies. Exhibits consistent, positive, and professional tone in all communications and consistently practices active listening. Receives constructive feedback gracefully and delivers constructive feedback in friendly and professional manner. Communicates training needs and can comfortably and professionally communicate success and mistakes.

Additional Skills:

• Attention to detail and highly organized for maximum efficiency
• Exceptional communication, phone and interpersonal skills to effectively communicate with a wide variety of clientele and internal personnel
• Strong Written Communication writes clearly and informatively
• Model positive guest interactions using excellent verbal and nonverbal communication (i.e. body language)
• Interpersonal Skills - Focuses on solving conflict, not blaming; keeps emotions under control
• Teamwork - Balances team and individual responsibilities
• Judgment - Exhibits sound and accurate judgment
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional topics.
• Professionalism Represents the organization in a positive and professional manner; approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; follows through on commitments
• Adaptability - Adapts to changes in the work environment; able to deal with frequent changes, delays, or unexpected events
• Planning/Organizing - Prioritizes and plans work activities uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans. Strong multi-tasking and coordination abilities to meet tight deadlines
• Quality - Demonstrates accuracy and thoroughness
• Quantity - Meets work standards; completes work in timely manner
• Action - Exceptional follow-through/follow-up abilities
• Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Minimum Job Requirements:

• 1 year customer service experience preferred.
• Excellent phone etiquette and able to converse with guests in a friendly manner
• Availability on weekends, with occasional evening and event work.
• Competent and comfortable using digital devices and programs that include email, Internet, Windows, Microsoft Office and other computer systems.
• Proficiency in oral and written English language communication, bilingual in Spanish or Mandarin a plus.
• Regularly meets and exceeds our Baseline Expectations of friendly, safe, and professional, and demonstrates great judgment and the ability to work well with others on the team.
• Ability to model museum best practices and uphold policies and procedures.
• Ability to work while standing and walking (with reasonable accommodation) in an outdoor environment that includes inclement or sunny weather. Kidspace is largely an outdoor facility, regular exposure to outdoor elements is required.

Kidspace Children's Museum