Visitor Services Associate
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POSITION SUMMARY:The Visitor Services Associate is responsible for creating an inviting, professional environment for museum patrons. This position provides excellent front-line guest service in the front lobby, over the phone, and via e-mail. The Visitor Services Associate is also responsible for assisting the Supervisor of Visitor Services in key areas of maintaining a high standard of guest service on a day-to-day basis. The work schedule for this position Tuesday through Saturday, with situational flexibility. Some weekend and evening hours will be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- 1. Provides welcoming, professional service to all museum guests, including individuals and groups of all sizes. Implements high level guest service procedures in person, on-line, and over the phone. Processes admissions, sales, and donations using Altru and Google Calendar.
- 2. Provides support to Museum Members using Altru donor database software (training provided). Handles membership applications in person and over the telephone. Facilitates membership, gift certificate, and other promotional sales. For other donations, establishes lines of communication to the Development department.
- 3. Provides guests with current information about Museum exhibitions, programs, and services including the Hirasaki National Resource Center, Facility Rentals, and Group Tours. Also provides visitors with information about the surrounding community.
- 4. In conjunction with Security, ensures opening and closing of exhibition galleries and lobby area. Additionally, communicates with security to ensure safety of public areas by using radio codes; Remains up to date on museum policy and emergency procedures.
- 5. Reconciles cash drawer and empties donation boxes at the close of business. Requires a background check.
- 6. Ensures that the front desk is maintained and orderly. Stocks and maintains printed museum materials including visitor guides, admission stickers, receipt tape, validation stickers and surveys; alerts Supervisor when supplies are needed.
- 7. Oversees check in of staff guests and vendors. Updates staff sign-in/out pages.
- 8. Interacts with, motivates, and trains volunteers.
- 9. Provides additional administrative support, as needed.
- 10. Assists with maintaining the museum’s electronic scheduling in Altru and Google Calendar.
- 11. Works alongside the Supervisor of Visitor Services in other related duties and activities.
- 12. Attend All Staff and Department meetings.
- 13. Staff members must be able to work with visitors of all ages to support the various events sponsored by the National Museum. Each staff member will be expected to work on a minimum of three museum-wide events per year: a) National Museum’s Gala Dinner & Silent Auction - (off-site) typically held in the Spring (April-May) b) National Museum’s Family Festival Day- Oshogatsu Festival (January) c) National Museum’s Family Festival Day- Natsumatsuri Festival (August)
This list is not exhaustive and may be supplemented as necessary. Incumbent will perform related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: Bachelor’s degree preferred; or an equivalent combination of education and experience.
Experience/Knowledge: Minimum One year of Front-Line Guest Service/Receptionist experience. Demonstrates flexibility, at all times, in order to ensure a high level of guest service. Excels in the ability to multi-task and prioritize under pressure. Has at least one year of guest service experience. Has familiarity with reception lobby tasks or similar operations that deal mainly with the general public as guests. Takes guest reservations and answer general inquiries--in person, over the phone, and via email--in a professional manner. Is adept with handling cash and processing sales. Demonstrates strong initiative, follow through, while being detail-oriented. Is able to be a self-starter within a fast paced, team environment, adjusting and providing appropriate action when unanticipated needs arise. Is willing to learn and apply new skills. Prior non-profit experience and working with volunteers is beneficial. Knowledge of Japanese American history, culture and community is a plus. Weekend and some evening hours are required.
Communication: Demonstrates consistently strong guest service skills to external visitors, co-workers, volunteers, consultants, in person, over the phone, and via email. Conveys a friendly and diplomatic demeanor at all times. Projects a positive image as a representative of the Museum. Has excellent communication and negotiation skills. Is able to read, write, and comprehend routine reports and correspondence, including safety rules, operating and maintenance instructions, and procedural manuals. Is able to effectively present information in one-on-one, small group format, and large group format.
Computer: Is computer literate, Internet savvy, and experience with MS Office, Google Calendar, Google Drive, and Altru preferred. Speed, accuracy, and attention to detail are essential.
Math: Able to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume. Is able to apply concepts of basic algebra and geometry.
Reasoning: Acts on own initiative, making consistently sound decisions. Must be able to comply with institutional policies and procedures. Performs successfully when juggling and re-prioritizing multiple assignments in a fast-paced, changing work environment. Is able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Reliable follow-through on assigned projects in a complete, well-conceived and timely manner.
Physical: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
Environment: The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Supervisor of Visitor Services
Positions supervised: None
The Japanese American National Museum reserves the discretion to change this job description at any time.The Japanese American National Museum is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, genetic information, disability, marital status, domestic partner status, or medical condition.