Guest Relations Coordinator

Description

POSITION OBJECTIVE & SUMMARY

The Guest Relations Coordinator oversees the daily operations of the museum’s Box Office Team and collaborates with the Guest Relations Manager, Guest Relations Senior Manager, Box Office Team Leads, Reservations Team Leads, and Accounting on ticketing, booking, and other clerical duties. This individual will work with Guest Relations Leadership, including but not limited to, Guest Relations Manager and Senior Manager to hire, train, and coach a diverse, knowledgeable and motivated team. While carrying out the job duties listed below, the Guest Relations Coordinator will contribute to the museums continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, as well as personal and professional dedication to our mission, vision, and values. This position requires the individual to be self-motivated and self-aware, understanding the significance of their roll to lead by example, being patient, kind, humble, respectful, and honest. The Guest Relations Coordinator will take personal ownership of the Box Office Team outcomes, exercising good judgement, demonstrating a positive attitude and appearance at all times, while pro-actively and effectively communicating in a friendly manner with museum staff and guests. The Guest Relations Coordinator is dependable, responsible, trustworthy, and detail oriented.

Essential Functions, Duties & Responsibilities

• Greet guests with genuine warmth and hospitality, making them feel valued from the moment they call and/or arrive at the museum.
• Efficiently handle guest check-ins and arrival/departure flow, including school groups and crowd points in the lobby and Guest Relations areas of responsibility, ensuring a smooth and hassle-free process for guests.
• Responsible for personally delivering, and training staff to deliver, consistent outstanding service while implementing and enforcing Guest Relations policies and standard operating procedures.
• Anticipate and respond to guest needs, requests, and inquiries in a professional and friendly manner, addressing their inquiries and requests accurately, promptly, and with a positive attitude, meeting and exceeding their expectations.
• Actively listen to guests concerns and work independently to resolve issues in the best interest of the guest and museum, using critical thinking skills to refer up when assistance is needed.
• Provide, and actively train staff on providing, critical museum information, assistance, and recommendations to guests regarding tickets, memberships, activities, special events, exhibits, etc.
• Manage, maintain, clear and clean Guest Relations departmental areas, such as the lobby, information booth, box office, back room and storage areas, as well as supplies, gear, and equipment including, but not limited to, carts, wheelchairs, strollers, and sensory kits.
• Assist in coordinating and conducting customer service training for team members, including shift meetings and departmental team building activities, updating and delivering information regularly.
• Responsible for evaluating individual performance of Box Office Leads and Team Members, making efforts to improve performance; provide important observations gathered from many customer interactions through completion of training guides.
• Actively supervise staff and staffing levels to meet customer service and budgetary benchmarks.
• Ensure compliance with cash controls and perform basic maintenance of point-of-sale systems.
• Actively maintain a working knowledge of all Box Office and Reservations duties and responsibilities, including, but not limited to, clerical duties.
• Coordinate the set-up of museum events, working cross-departmentally with other museum teams.
• Assume other responsibilities and tasks as assigned.
  
  

Requirements

CREDENTIALS/EXPERIENCE

• Schedule of Wednesday-Sunday; including working after-hour events, weekends, and holidays.
• Most after-hours events include alcohol; the minimum age to work these events is 21.
• Associates in hospitality or business management or three (3) or more years of professional guest relations/guest services experience.
• Two (2) or more years of supervisory experience in a hospitality or retail environment.
• Two (2) or more years of experience with cash handling and accounting procedures and demonstrate knowledge of POS systems.
• One (1) or more years of experience in an office setting with the ability to use standard office equipment and demonstrate knowledge of Microsoft Office Software.
• Proven ability to professionally and confidentially handle information in a business environment.
• Proficient with technology and adept at utilizing various software and systems to enhance guest interactions and streamline administrative tasks.
• Preference may be given to candidates with experience at cultural institutions, attractions, performance venues, or non-profits.
• Preference may be given to candidates with education or experience above the listed qualifications.
• Preference may be given to candidate with the ability to speak one or more languages.
  
  

Knowledge, Skills & Abilities

Demonstrate a passion for providing exceptional customer service and dedication to ensuring each guest has a memorable experience with an enthusiastic and welcoming demeanor to create a warm and inviting atmosphere to staff and guests.

• Ability to quickly obtain and maintain full knowledge and understanding of museum and department policies, procedures, and protocols for both staff and company property, such as phones, laptops, and mobile check-in devices.
• Effective and professional communication skills, both verbal and written, with the ability to speak in front of small groups, including guests, staff, peers, and leadership of all levels of the organization, regarding information that is relevant to the guest experience.
• Exceptional problem-solving skills with the ability to actively listen and handle guest complaints or concerns with tact and empathy, finding swift and effective solutions to turn any challenges into opportunities.
• Ability to take directional cues directly and indirectly; receptive to feedback and growth by valuing constructive feedback, recognizing it as an opportunity for personal and professional growth and continuously seeking to improve and elevate skills.
• Efficient time management skills with the ability to manage multiple priorities to meet deadlines and departmental goals.
• Ability to operate within a team and without direct supervision, be self-motivated and take pride in work.
  
  

WORKING CONDITIONS

• Required to talk, hear, stand, walk, stoop, kneel, crouch, and move freely, often for extended periods of time throughout a shift.
• Works in both an active, busy, and loud museum setting and an office setting subject to a fast paced decision making environment.
• Works on a computer for long periods of time, both while sitting and standing, using a keyboard, and viewing a digital screen.
• Occasional pushing and/or pulling, lifting, and carrying objects weighing up to 25 pounds.
• Occasional driving for business purposes in either your own vehicle or museum vehicle. Must pass a Motor Vehicle Records check and provide proof of insurance and a valid license to drive on an annual basis.
• Must be able to meet physical requirement of the position with or without reasonable accommodation.
  
  

WORKING RELATIONSHIPS

This position supervises team members. This position must maintain positive working relationships with management, employees, applicants, vendors and the general public.