Description:
Guest Services is our front facing staff for greeting guests and welcoming them to The National Underground Railroad Freedom Center (“NURFC”). The Specialist, Guest Services is responsible for ticket sales, meeting membership sales goals, and answering questions from guests in person and over the phone. Additionally, the Specialist, Guest Services leads though providing legendary service to all guests. This position works closely with the public to identify and anticipate their needs and assist visitors with questions and comments before, during, and after their visit.
Responsibilities (not all-inclusive):
- Operate POS register system for ticket sales, group check-in, program sales and membership transactions.
- Operate a multi-line phone system.
- Greet museum guests and share information both over the phone and in-person to a wide variety of age groups.
- Quickly and intuitively respond to guest inquiries and issues.
- Check-in groups and assist with museum orientations.
- Ensure quality experiences are presented to visitors.
- Perform museum opening and closing procedures in regards to security and maintenance.
- Exceptional customer service
- Ability to discuss sensitive topics
- Update and maintain Guest Experience Manuals
- Develop relationships with local businesses and organizations.
- Maintain working knowledge of museum exhibitions – current and upcoming.
- Maintain integrity and accountability as well as high standards of safety and security.
- Involvement in educational research for newsletter and special projects.
- Participate in Interpretation, Implicit Bias, Siriusware and other trainings as assigned.
- Proactively sell memberships to guests and work with goals.
- Adhere to NURFC mission and EPIC Standards and Behaviors.
- Recognize opportunities of growth and address challenges.
- This position does require weekends and holiday availability.
Education and Experience:
College Graduate or high school graduate with equivalent experience. History, Arts, and Communication degrees/background a plus
Demonstrated customer service experience
Previous cash handling experience and experience with a POS sales system a plus
Sales experience
Experience with Microsoft Office
Knowledge, Skills and Abilities:
- Excellent customer service and interpersonal skills including conflict-resolution and interfacing with diverse internal and external audience; and an outgoing, friendly personality.
- Ability to follow direction, remain flexible, maintain composure and communicate effectively and professionally in fast paced situations or during periods of change.
- Self-motivation and initiative; ability to work both independently and as a team member.
- Ability to complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads, constant demands, and frequent interruptions.
- Must be able to work a flexible schedule including evenings, weekends, and holidays.
- Eagerness to learn and self-educate on museum topics.