Guest Service Associate

Position Overview:As part of a front-line team,the Guest Service Associatedeliversoutstandingguest service daily through fielding all guest inquiries via email, phone and in person whilemaintaininga solution mind set in all transactional engagements. Theyare responsible forhandling all ticketing inquiries and transactions, as well as membership,group,birthdayand add-on salesand reservations.This part-time non-exemptposition reports to theGuestService Supervisor.

Essential Duties and responsibilities:

• GuestCorrespondence: Professionally correspondvia phone, email and in person with the public in the following areas: Ticket sales, ticket rescheduling, birthday and group reservations and bookings,memberships, etc.Monitorvoicemail, email inboxes, and Teams chats to respondin a timely manner, and forward inquiries to relevant staff members asrequired. Review theKidspacewebsite periodically for out-of-date information or discrepancies, alerting teammembersas necessary.Demonstrates accuracy in all transactions and correspondences.

• Customer Service:Providesoutstanding customer service to all guests, welcomingthemin a polite and friendly manner andassistswith guidingthemthrough the admission process.Welcoming partners andstakeholdersand connecting them to theappropriate staff.Resolve and respondtoguests'concerns andfeedbackin a timely manner.

• Guest Engagement: Provides direction andassistancewith the site navigation to all guests.Creates a unique and focused connection with guests and members.Invites guests to immerse themselves in the museum experience and incorporates seasonal themes, events, and happenings when welcoming guests. 

• First aid,lost and found, and materialmanagement:File all lost and found relatedlogs, sort, store, and return all lost and found items to owners.Monitor and communicate inventory needs for first aid and museum components such as stickers, wristbands, and info booth supplies.

• Communication and Feedback:Gathers and communicates FAQ needs for updates, modifications, accuracy, and discrepancies. Exhibits consistent,positive,and professional tone in all communicationsand consistentlypracticesactive listening.Receives constructive feedbackgracefully and delivers constructive feedback infriendlyand professional manner.Communicates training needs and cancomfortably and professionally communicate success and mistakes.

• Additionalduties as assigned.

Additional Skills:

• Attention to detail and highly organized for maximum efficiency

• Exceptional communication,phoneand interpersonal skills to effectively communicate with a wide variety of clientele and internal personnel

• StrongWritten Communication – writes clearly and informatively

• Model positive guest interactions using excellent verbal and nonverbal communication (i.e.body language)

• Interpersonal Skills - Focuses on solving conflict, not blaming; keeps emotions under control

• Teamwork - Balances team and individual responsibilities

• Judgment - Exhibits sound andaccuratejudgment

• Problem Solving -Identifiesand resolves problemsin a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional topics.

• Professionalism – Represents the organization in a positive and professional manner; approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; follows through on commitments

• Adaptability - Adapts to changes in the work environment; able to deal with frequent changes, delays, or unexpected events

• Planning/Organizing - Prioritizes and plans work activitiesusestime efficiently; plans foradditionalresources; sets goals andobjectives; develops realistic action plans. Strong multi-tasking and coordination abilities to meet tight deadlines

• Quality -Demonstratesaccuracy and thoroughness

• Quantity - Meets work standards; completes work intimelymanner

• Action - Exceptional follow-through/follow-up abilities

• Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Minimum Job Requirements:

• 1 year customer service experience preferred.

• Excellent phone etiquette and able to converse with guests in a friendly manner

• Availability on weekends,