Guest & Member Services Lead

Adventure Science Center

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Job Summary

Position Title: Guest Services Lead
Department: Operations
Reports to: Associate Manager, Guest & Member Services
Position Designation: Non-Exempt, Full time
Adventure Science Center’s purpose is to transform lives through extraordinary experiences in science and innovation, and our vision is to become a nationally renowned destination science center. ASC provides powerful exhibitions and inspiring programs with exceptional guest experiences that deepen the engagement of all ages in science and science-related disciplines. ASC supports STEAM education and workforce development through industry collaboration by presenting science in an engaging, innovative manner.

POSITION OVERVIEW
As a member of Adventure Science Center, each team member is expected to deliver consistent, quality service with enthusiasm, a positive attitude, and respect to all ASC guests. This position is responsible for assisting the Guest Services and Retail Managers with the smooth operation of the guest experience in all guest locations; guest service desks, lobby, and gift shop, in addition to conducting duties in the absence of the Guest Services and/or Retail managers. The Lead is expected to perform their job with a sense of pride in their work, while also contributing to the success of his/her co-workers as well as the entire Adventure Science Center.

Job Responsibilities

ESSENTIAL FUNCTIONS

• Interact with guests to ensure a productive, informative, and enjoyable guest experience.
• Set the example for exceptional customer service through sales and guest relations.
• Conduct daily opening and closing of cash drawers, in both lobby and gift shop, in an accurate and efficient manner, submitting/printing/copying all related reports as required.
• Monitor internal controls as it relates to cash handling by Guest Service staff.
• Ensure all workstations, in both the lobby and gift shop, are cleaned, neat, and replenished with supplies and collateral.
• Assist Guest Services Manager and Retail Manager as needed with change orders and necessary supplies.
• Assist Retail Manager with inventory, fulfillment, and merchandising, both during operating hours and after close.
• Step into either role as Guest Service Manager or Retail Manager during breaks, vacations, and absences.
• Support Guest Services staff at the ticket counter and gift shop workstations and cover positions as needed.
• Lead team break schedule with a working knowledge of all Guest Services job duties (Admission, Gift Shop, and Membership).
• Review the schedule with Guest Service Manager to ensure a balanced rotation of team members.
• Monitor and enforce ASC’s standard dress, identification, and personal property protocol for Guest Services Staff.
• Manage ASC lost and found program.
• Maintain an up-to-date, working knowledge of ASC’s exhibitions, programs, events, and services available for the general public and for ongoing training of Guest Service Staff.
• Other tasks as assigned.

Customer Service

• Setting an example as a Guest Service Lead by proactively engaging guests in personal, inspiring interactions while showing genuine enthusiasm about ASC.
• Anticipate guest needs and solve issues or concerns with a positive, courteous, respectful, and professional attitude.
• Interact on phone and email with the same positive, helpful, courteous, respectful, and professional attitude.

Operational Support

• Perform core operational functions of guest safety and wayfinding
• Act as staff leads in carrying out emergency procedures and protocols for incidents when necessary.

Qualifications

SPECIFIC JOB KNOWLEDGE, SKILLS, ABILITIES, AND TRAITS

• Knowledge of customer service principles, techniques, systems, and standards.
• Knowledge of ASC computer programs and ability to train Guest Service Staff (Microsoft Office: Excel and Outlook, and Blackbaud’s Altru).
• Ability to solve practical problems and resolve a variety of situations.
• Ability to establish and maintain effective working relationships with multiple personality types.
• Setting daily examples of adhering to policies and procedures.
• Strong supervisory skills.
• Ability to work independently with minimal supervision and work well in a team environment.
• Ability to make sound decisions regarding customer satisfaction.

Special Conditions

• Must be at least 18 years old.
• Must be capable of general physical movement i.e. standing and bending throughout the day.
• Must be able to stand for extended periods of time as well as lift and move supplies and equipment (up to lift 50 lbs. unassisted and 100 lbs. assisted).
• Availability to work peak days and hours, a combination of weekdays, weekends, and holidays.

Qualifications

• At least one year of guest service experience.
• Strong customer service skills.
• Be able to work independently.
• Possess strong communication and interpersonal skills.
• Be reliable, flexible, and personable.
• Willingness to take initiative and make decisions in customer service.
• High School Diploma required: Associate Degree preferred.
• Cash handling experience.

Additional Information

Benefits

How to Apply

TO APPLY
To be considered for this position, please submit a cover letter, resume, and contact information for three professional references to hr@adventuresci.org. Electronic submission is required for all materials. To expedite processing, please place “Guest Services Lead” in the subject line of your message. No phone calls, please. Due to the volume of applications received, we will only contact candidates selected for interviews.

Adventure Science Center is an Equal Opportunity Employer.

Details

• Date Posted: August 3, 2023
• Type: Full-Time
• Job Function: Administrative
• Service Area: Arts / Culture
• Start Date: 08/21/2023
• Salary Range: $17.10
• Working Hours: Thursday-Monday, 40 hours/week