Visitor Services Associate


UNIT

Visitor Services

OPEN DATE

08/02/2022

Position Summary:

The Visitor Services Associate is responsible for creating an inviting, professional environment for museum patrons. Provides excellent front-line guest service in the reception lobby, over the phone, and by email. Associate ensures an excellent experience for on-site visitors, overseeing the selling of admission tickets to the Museum, handling visitor questions, membership sales, and reservations. The Visitor Services Associate will work with the Manager and team of Visitor Services Associates to help ensure the Museum is in compliance with all state and local public health and safety protocols for visitors. Position is part-time, for an average of 14 to 20 hours per week and requires some weekend and evening hours.

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Essential Duties and Responsibilities

  1. Actively demonstrates a professional guest-oriented attitude by providing outstanding customer service to all guest, members, and group visitors. Implements efficient guest services procedures in person, on-line, and over the phone. Interacts with guests throughout the museum and exhibition spaces to engage with visitors and provide information about Museum exhibitions, programs, and safety procedures. Processes admissions, sales, membership, and fund donations using Altru and Google Suite.
  2. Check in guests by making sure visitors adhere to all health and safety procedures upon entry. May Include: Health Screening, timed tickets, temperature checks, physical distancing protocol, face masks, and vaccination status/negative COVID-19 test prior to entry. Ensuring guests are informed of code of conduct and safety regulations while inside the museum. Helps to ensure public safety in response to CDC, State, Los Angeles County, and City of Los Angeles requirements. Identifies potential areas for improvement and makes recommendations to the Manager to help ensure compliance.
  3. Operates register using Altru and handles payment for admission ticket, membership, and donation transactions while maintaining strict attention to cash handling accuracy. Reconciles cash registers and empties donation boxes at the close of business. Requires clear criminal background check. 
  4. Provides support to JANM Members using Altru donor database software (training provided). Actively promotes, sells, and handles membership applications in person and over the telephone. Facilitates membership, gift certificate, and other promotional sales. For other donations, establish lines of communication to the Development department. Shares factual and supportive information with co-workers, visitors, and members via effective written and verbal communication. 
  5. Provides guests with current information about Museum exhibitions, programs, and services including the Hirasaki National Resource Center, Facility Rentals, and Group Tours. Provides visitors with information about the surrounding community. Maintain knowledge of JANM’s policies and procedures, membership programs, and event schedule.
  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. In conjunction with Security, ensures the opening and closing of exhibition galleries and lobby areas. Additionally, communicates with security to ensure safety of public areas by using radio codes and staying updated on safety procedures.
  8. Works the Hirasaki National Resource Center in a research position: To be determined on the basis of aptitude, training, and willingness to participate in the exchange of family and cultural histories.
  9. Receives comments and concerns, while promoting JANM branding, language, and positioning when appropriate. Passes concerns onto the appropriate departments and/or staff person. Remains up to date with language developed by Marketing and Communications.
  10. Oversees check-in of members, on-site volunteers, groups, staff guests, and vendors. Updates guest sign-in/out log. Assist with maintaining the museum’s electronic scheduling in Altru and Google Calendar. Consistently checks work emails, voicemail, and mail.
  11. Works with visitors of all ages to support the various events sponsored by JANM. Staffs museum-wide events per year:
    • JANM’s Gala and Online Auction—(off-site) typically held in the Spring (April-May)
    • JANM’s Family Festival Days—Oshogatsu Festival (January) and Natsumatsuri Festival (August)
    • JANM Free Family Day
    • Member Events or Exhibition Receptions/Openings

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 as outlined above.

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. Is able to be a self-starter within a fast paced, team environment, adjusting and providing appropriate action when unanticipated needs arise. Excels in the ability to multi-task and prioritize under pressure.  Must operate with attention to detail and strong organizational skills while managing a continuous workflow that deal mainly with the general public and loyal group of members as guests. Has familiarity with reception lobby tasks or similar operations that deal mainly with the general public as guests. Takes guest reservations and answers 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, museum experience, and working with volunteers is beneficial. Knowledge of Japanese American history, culture, and community is a plus. Requires availability on weekends and evening hours. 

Communication

Demonstrates consistently strong guest service skills to external visitors, co-workers, volunteers, and 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; facilitates discussion on the Museum’s unique positioning, branding, and programming. 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, and large group format. 

Computer

Is computer literate, Internet savvy, and experience with MS Office, Gmail, Google Calendar, Google Drive, and Altru preferred. Accuracy, and attention to detail are essential. 

Math

Is 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.

Employees working on site are required to be fully vaccinated and boosted for COVID-19 when eligible.

 

The Visitor Services Associate is a regular, part-time position. Please note, however, that this is an at-will position, meaning that your employment may be terminated at any time, with or without notice, and with or without cause. There is, in other words, no guarantee that you will be employed until any date in the future.

REPORTING RELATIONSHIPS

Reports To: Manager of Visitor Services

Positions Supervised: None, but will work closely with department volunteers.