The Associate, Guest Experience Operations provides outstanding customer service throughout both Crystal Bridges and The Momentary to all guests, members, and staff. This includes ensuring the safety and wellbeing of all guests, staff, artwork, and property; admission and membership-related activities, greeting guests at ticketed venues and gallery spaces, serving as a resource for guest and member questions, and being an ambassador, whose goal is to exceed the guest’s expectations during a visit.
Requirements
- Provide excellent customer service to all members, guests, and colleagues throughout Crystal Bridges and the Momentary, including outdoor areas and gallery spaces.
- Circulate frequently through scheduled posts (both inside and outside the buildings) to serve as the primary contact for guests while ensuring the safety and wellbeing of all guests, staff, artwork, and the property.
- Interact directly with guests and members throughout the institutions to process their admissions, sell and renew memberships, answer questions, and serve as a resource during their visit.
- Relay information to members and guests about the current and future exhibitions, events, programs, and amenities.
- Observe and report criminal activity, fire, and safety hazards in public and non-public spaces at all times.
- Reports all suspicious conditions or persons; provide descriptions of violators of Museum policies; report accidents, injuries, and/or hazardous conditions immediately.
- Circulate frequently through scheduled posts (both inside and outside the building) to deter acts of vandalism, theft or negligence and ensure guest safety; remain alert and watchful.
- Become proficient with the ticketing software program, ticket scanners, and admission tablets used for ticketing and tracking guest information and to conduct transactions.
- Assist guests with visit and ticketing options, suggest suitable alternatives when conflicts arise.
- Stay informed on new and current information regarding institutional offerings, products, policies, as well as software and ticketing systems.
- Balance individual (own) cash drawer at the end of each shift and always follow cash handling procedures to ensure accurate accounting of all revenue.
- Assist the Supervisors and management to research and successfully resolve guest services issues.
- Maintain an organized appearance of all post locations and ensure that all materials and information displayed are current and well stocked.
- Assist with Guest Experience Operations oriented tasks during performances, events, previews and at other times as requested.
- Handle evacuations and difficult situations according to Museum policy.
- Provide escorts for individuals going through the galleries before and after museum hours as directed by Department Leadership.
- Drive company vehicles including shuttles, golf carts, etc.
- Attend necessary staff meetings and become familiar with museum buildings, grounds, and community to provide appropriate information and direction to guests.
- Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
- Perform all other departmental duties as assigned within the scope of responsibility and skills required for the job.
