Visitor Services Associate

Position: Visitor Services Associate

Position Level: Associate

Department: Operations

Reports to: Visitor Services Manager

Other: Part-time, hourly, non-exempt, requiring regular weekend work and evening, early morning, and holiday work. Hours per week will vary.

GENERAL STATEMENT OF RESPONSIBILITIES & DUTIES:

The visitor services associate will carry out the daily on-site operations of the International African American Museum and provide a safe, informative, and meaningful visitor experience. They enhance the Museum experience by facilitating the sale of tickets and entry into the Museum, engaging and interacting with the visitors both within the Museum and in the African Ancestors Memorial Garden, and providing exceptional customer service.

Ideal candidates will have Previous visitor services of admissions experience at a museum, similar attraction, or theater; strong administrative skills; be extremely organized and able to balance multiple tasks with competing priorities efficiently, professionally and with minimum supervision; work autonomously as well as part of a team; build strong relationships and trust with colleagues.

Duties/Responsibilities include but are not limited to:

• Provides an enriching and excellent guest experience to all guests
• Attentive of guests’ needs and aware of surroundings when in the Museum
• Acts as point of contact and accurately answers visitor questions, concerns, and complaints
• Assists in the management of visitor flow within the admissions queues, the Museum, and in the African Ancestors Memorial Garden
• Accurately operates the POS system and its functions
• Ensures accuracy when handling cash to avoid overages and shortages
• Communicates timely any POS errors that came up during a transaction
• Ensures proper care of all IAAM Museum Store property
• Assist with operation of IAAM café including sales and preparation
• Required to work both indoor and outdoor locations
• Adheres to company policies and procedures, standards and practices, regulatory compliance, and company directives including dress code and attendance
• Assists with special event coordination including set-up and tear down
• Provides support to other departments as needed

Preferred Qualifications and Educational Requirements:

• Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job
• Visitor service experience in a museum, theme park, attraction, or similar venue preferred
• Exemplary customer service skills, including service recovery and crowd
• Experience operating point-of-sale, ticketing, and reservations systems

Knowledge, Skills & Abilities Required

• Substantial customer service experience required
• Must be able to endure standing for long periods, walking around the building and climbing stairs
• Must be able to work effectively with the general public, IAAM staff and volunteers and consistently provide excellent and courteous customer service in person and via email and phone
• Strong listening, verbal and written communication skills are essential
• Appropriate computer and typing skills including experience with Microsoft Office software
• Ability to manage multiple tasks
• Must be dependable and have reliable transportation
• Must be willing to work a flexible schedule, including evenings and weekends
• Must be a team player, problem solver, and organizer
• Must be customer focused
• Fluency in a language other than English a plus

Physical Requirements:

• The ability to work extended hours during a mentally and physically demanding events schedule while remaining flexible, calm, positive, and professional.
• Ability to deal with and resolve problems while remaining flexible.
• Must be service-oriented and adaptable to change
• Ability to be present and move about public areas and/or to perform laborious functions for extended periods without access to rest furniture; ability to recognize notifications from life safety and other alerting and alarm systems; ability transport and relocate items up to 25 pounds.
• Work is mostly indoors but periodically requires outdoor work in and around the grounds of the museum.