Guest Services Agent

About History Colorado

Two foundational things are true at History Colorado: We love Colorado. And we believe in the transformative power of history. We are a people-driven, history-centered movement building a better future. We are stronger when we do this together, building new knowledge and shared meaning that improves lives today and for our descendants.

As an agency of the State of Colorado and a non-profit organization, we are committed to serving all Coloradans. We offer access to our state's history through enriching experiences at eleven museums and historic sites, with dynamic and relevant exhibits and activities. We work with school groups and young learners through field trips, day camps, and traveling programs. We're also home to a free public research center, Colorado's Office of Archaeology and Historic Preservation (OAHP), and the Colorado State Historical Fund (SHF), the nation's largest preservation program of its kind. We steward 15 million objects, photographs, and archival resources that make up the State's collection, and serve tens of thousands of learners of all ages through dynamic programs.

We strive to be a place of belonging for all Coloradans. We're committed to Colorado's diverse communities through education, engagement, and access. We know we're succeeding when more voices, perspectives, and experiences are part of History Colorado. It's our vision that every Coloradan feels rooted, draws strength from those who have come before us, and knows they belong in this place.

In pursuit of a more just and equitable Colorado, we embody the grounding virtues listed below as the foundation of all aspects of our work: our thinking, communication, process, outcomes, and evaluation. Our work is guided by, for, and of the communities we build, belong to, and serve, and we commit to:

• Being in Community
• Amplifying and Centering Voices of Black, Indigenous, and People of Color
• Co-creation and Shared Authority
• Humility and Reflection
• Responsiveness and Flexibility
• Shared Destiny

We are Colorado. Together, our generational work centers communities, deepens knowledge and catalyzes the transformative power of history.

If you are considering a career opportunity with the goal of making a difference, consider joining the dedicated people at History Colorado. We offer fantastic benefits including:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401K and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance, plus additional optional life insurance options
• Short- and long-term disability coverage
• 11 paid holidays per year plus generous vacation and sick leave accruals
• BenefitHub state employee discount program
• State of Health employee wellness program
• Excellent work-life programs, such as flexible schedules and more.

Equity, Diversity, and Inclusion

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Job Description

The Guest Services Agent (GSA) is a front-facing position working at various stations such as the admission desk and on the floor in the different public spaces and exhibit galleries. GSAs will also work closely with other floor staff, Gift Shop Manager, Exhibits Technician, Security team, Education team, Group Sales Manager, Membership Manager, and Guest Services Manager to ensure that the museum provides a welcome, safe, and smart environment to all visitors and staff.

Working Hours: Flexible. Weekends, evenings, early mornings, and holidays will be requested of you.

Duties Include: Admission/Membership Sales (55%):

• Selling admission tickets
• Selling/upselling memberships at the front desk
• Cash handling
• Selling lecture, program, and event tickets
• Being a frontline customer service representative for museum guests
• Knowing about all of our programs, exhibits, lectures, and offerings
• Answering our front desk phone line
• Working admissions during History Colorado programs or events, including evenings and weekends

Floor Duties (40%):

• Ensures that exhibits are open and ready for the museum's opening to the public
• May include physical labor in moving pop-up installations from our atrium or other exhibits
  • Will need to be able to lift 50 pounds
• Ensures that exhibits and other public spaces and facilities are clean, safe, and presentable, and informs the Design & Production department of anything that requires maintenance or extra attention
• Restock disposable gallery items (Post-its, pencils, comment cards, etc.)
• Provide an overview of the museum for guests.
• Providing operational support for our Education department with School Field Trips and Out of School Programming.
• Communicates with the leadership team about any operational issues
• Supports museum programs in all departments, including adult programs, access programs, family programs, and membership with the exhibits set up, signage, interacting with visitors, etc.
• Helps make every guest feel welcome, safe, and smart in the museum and exhibits
• Helps keep collections and visitors safe by engaging visitors in exhibits and redirecting unsafe behavior
• Report any issues with artifacts to our collections department
• Responds and assists security with a variety of routine and high-stakes incidents, including medical, fire emergencies, lost children, etc., and will act as floor wardens
• Works with volunteers and temporary staff
• Working the floor during History Colorado programs or events, including evenings and weekends
• Other duties as assigned
• Trained in CPR & other training courses as necessary
• Expected to maintain and be vigilant of their assigned galleries per hour.

Jobs as needed (5%):

• Help with random tasks from other departments as approved/appointed by the Guest Services Manager.

Required Competencies:

• Knowledge of principles, methods, and practices of customer service.
• Demonstrate ability to manage multiple priorities and deadlines, with extreme attention to detail.
• Ability to investigate problems and recommend viable resolutions.
• Strong interpersonal skills, particularly patience and understanding...
• Ability to work calmly under pressure in a fast-paced environment.
• Ability to work independently.
• Great communication skills, both verbal and written.
• Comfortable handling high-pressure situations, including medical or fire emergencies and lost children.

Preferred Qualifications:

• Experience working in nonprofits or museums in an operational role.
• Demonstrated ability to manage volunteers effectively.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace.
• Experience with or ability to learn troubleshooting of AV/exhibits interactive elements

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Proven Experience, Knowledge, Skills:

• One (1) year of experience in customer service, guest relations, hospitality, retail sales, public contact, or closely related work. Your application must be completed in detail, documenting the specific dates and duties that demonstrate this customer-facing experience. Part-time experience will be pro-rated based on a 40-hour workweek.

• An Associate's, Bachelor's, Master's, or Ph.D. degree from an accredited institution in Hospitality