Title: Guest Services
Status: RegularFull-Time, Hourly, Non-Exempt,
Schedule: Tuesday-Saturday (Spring, Fall, Winter)/Monday-Friday (Summer)
Pay Range: $ 8.75 - $9.15/hour
Supervisor: Visitor Experience Manager
Discovery Center Purpose:
Discovery Center programs and exhibits are interactive, hands-on experiences, meant to be creative and innovative, including topics and activities not normally taught in the schools of the surrounding area. Exhibits and programs should always fall within the Discovery Center’s Mission Statement; subject areas include but are not limited to the sciences, technology, communications, the environment, health, history, culture, and transportation.
Guest Services provides an exceptional visitor experience while greeting, making recommendations, taking phone reservations, and receiving payments. Guest Services project a professional image and proactively look for ways to make the visitor experience memorable as well as quickly addressing any issues.
The person in this role may periodically be expected to work a flexible/changeable schedule to provide adequate coverage for the Center.
Interact with all visitors in a fun and upbeat manner through:
Greeting: Welcome visitors in a warm and friendly manner; answer questions and help plan visits; answers main phone line
Promote: Communicate DCS memberships, special and regular activities, workshops and other DCS events, resulting in more participation and greater sales volume
Cashiering: Conduct admission, membership, donations, educational program and online transactions and provide suggestions based on age, demographics and interests; share available promotions, combos and specials
Reservations: Provide general and event-specific information; make suggestions based on age, demographics and interests, and conduct admission, birthday parties, and other rental transactions to callers
Parking: Communicate to visitors DCS parking
Data Entry: Maintains a current calendar in Point of Sales system and ensures that correct data is in the POS system; Communicates to assure all financial transactions are recorded appropriately and to account for all cash and equivalents
Administrative Duties: Ensures front desk and lobby is clean, organized and presentable for visitors; Oversees receipt of normal deliveries and processing for outgoing mail and material; Assist with member/visitor communication
Develop and maintain a thorough knowledge of Discovery Center operations, procedures.
Monitor visitor behavior, enforcing basic safety, security and emergency procedures
Work with large groups, including school-age children
Perform other duties as require
Outgoing, service orientated personality
Patience, good listening, problem solving and speaking skills
Ability to respond effectively and expediently to unforeseen circumstances, changes or emergencies, while dealing with large crowds and providing leadership when needed
Exhibits a strong ability to organize and coordinate many tasks at once.
Ability to perform job duties as part of a team without close supervision
Perform cash and credit card transactions in an accurate and efficient manner; basic ticketing system knowledge a plus
Meeting goals and objectives on a timely basis under pressure of many priorities and deadlines
Must be available to work varied hours, including weekends, evenings, and holidays
Present a clean and professional appearance by adhering to the uniform policy
Minimum of one year of college or university highly desired; area of concentration in science, education or hospitality industry a plus.
Successful experience handling a variety of customer situations
Cash handling, including counting down a register
Telephone reservation or customer-oriented telemarketing highly desired
Excellent oral, written communication and interpersonal skills; ability to speak an additional languages a plus
Basic high school mathematical skills
Microsoft Excel and Word knowledge beneficial
Must be able to stand or sit for prolonged periods of time
Standard (with correction) hearing and day/night vision
Occasionally required to traverse up to a quarter mile indoors and work for short periods outdoors. Must be able to lift up to 25 pounds
Busy and at times very loud public museum setting