Guest Ambassador

Job Description

Job Description

The Role 

The Guest Ambassadors at Liberty Science Center are the first point of contact with our guests and play a vital role in providing a quality experience from the moment visitors walk through our doors to the moment they exit. The Guest Ambassador is the heartbeat of the frontline teams that are essential to fostering an environment that is safe, engaging, enjoyable, and conducive to learning. Guest Ambassadors primary areas of focus are to: (1) Engage with guests in a friendly, informed, professional service-oriented demeanor (2) Demonstrate leadership by personally providing excellent customer service at all times (3) Provide stellar guest service in galleries and experiences throughout the building to engage guests, answer questions, resolve issues, control crowds and lines, and oversee the condition, presentation, and safety of all public spaces. 

Guest Ambassadors work part-time and report to the Guest Engagement management team and are active members of the Guest Operations and Group Services team. 

What You’ll Bring 

Charismatic, energetic, and friendly, your customer-service focus and positivity drives our goal to continuously improve the LSC experience. While you may not be a scientist or technologist, you are interested in the worlds of science and technology and excited by the prospect of working in a Science Center. Along with your customer service expertise, you: 

● Enjoy speaking in public and getting to know our visitors. You are excited to work with a diverse population of guests and will present an eager, friendly, 

service-oriented demeanor 

● Take initiative and are quick to solve problems and offer creative solutions 

● Work well within a team-based setting. You are comfortable coaching peers and treating guests, coworkers, etc. with respect and professionalism 

● Possess strong judgment. You make decisions that keep the guest experience in mind and know when it is appropriate to refer to a supervisor 

● Uphold a consistently high level of enthusiasm and energy whether it is a busy or slow day 

● Thrive in an ever-changing, high-energy environment and demonstrate flexibility by following direction and adjusting to changing policies and procedures 

● Love to have a good time! You are ready to play and interact with guests of all ages (heavy focus on children 3-13) 

What You’ll Do 
Below is an overview of your essential functions. Please note this is not an exhaustive list as new responsibilities can be added as business needs demand:

• Personally provide excellent, gold standard customer service at all times in all areas throughout Liberty Science Center

  • Greet and welcome guests as they enter the Science Center as well as throughout the building and assist guests with orientation and directions 

  • Provide high quality, end-to-end care of LSC guests including online ticket purchasers, walk-up customers, and LSC members at all operational ticketing stations 

  • Cultivate a positive and enriching experience for LSC guests by playing with and engaging guests within galleries, answering questions, and presenting a thorough and accurate knowledge of all LSC offerings including exhibitions, theater shows, events, programs, etc

  • Facilitate group check ins and group dining reservations

  • Manage crowds and queues calmly and efficiently 

  • Serve as an advocate for guests while simultaneously promoting the interests of LSC, by communicating with a variety of diverse guests to ensure a positive museum experience and resolving visitors’ concerns and complaints to their satisfaction and LSC’s 

  • Oversee and monitor the condition, presentation, and safety of all public spaces and assist in the preparation and closing of all public spaces 

  • Present science topics in a comprehensive and accessible manner to learners of all ages, adjusting facilitation as necessary to respond to individual needs 

• Demonstrate leading performance that sets the standard for others, including stellar attendance and reliability, exceptional guest engagement, and carrying oneself with the utmost professionalism

  • Be present and on time for all scheduled shifts

  • Contribute to a positive team-based workplace culture that embraces and advances team goals through peer coaching and modeling

  • Follow all LSC and departmental policies and procedures

  • Leader in safety and cleanliness. Assist with cleaning duties

  • Assist in training of new hires to the highest of service standards 

  • Provide assistance with special events and programming as needed 

• Maintain an accurate register throughout the day and successfully reconcile all on-site payments, check-ins, and ticket/voucher redemptions 

  • Accurately input data into LSC’s ticketing system (Tessitura) 

Desired Knowledge, Skills, and Abilities (KSAs)

• Applied knowledge of superior guest engagement standards 

• Outstanding peer modeling, coaching, and training capabilities