Guest Engagement Associate

Virginia Living Museum, Inc.; Newport News (VA); On-site; USD 17,000 - 22,000; Part time

Job summary

The Virginia Living Museum, Inc. in Newport News, VA seeks a Guest Engagement Associate to welcome guests and assist with ticket, membership sales and store purchases. This on-site, part-time role supports the Guest Engagement Manager and emphasizes friendly, attentive service.

You will answer questions, provide museum information, operate the front desk, and help manage cash and data in ALTRU and Lightspeed while promoting a positive guest experience.

Qualifications

• High School graduate or equivalent.
• Outgoing, friendly, service oriented; able to communicate enthusiasm for the museum and its programs.
• Must be bondable and maintain a professional appearance.
• Exceptional communication; tact, discretion.
• Calm in confrontational or crisis situations.
• Ability to multitask; basic math; understanding of debits/credits.
• Basic computer skills; cash register experience helpful.
• Detail oriented with membership and ticket sales knowledge.
• First Aid certification or willingness to be trained.
• Accurate data entry and database integrity in ALTRU/Lightspeed.

Responsibilities

• Be a positive, enthusiastic representative of the Virginia Living Museum.
• Promote a guest-centric culture at the VLM.
• Welcome each guest and assist with tickets, merchandise, memberships, and information; provide accessibility resources as needed.
• Respond to emergencies with basic first aid and request professional help if needed.
• Stay informed on museum offerings to provide accurate information.
• Answer calls on a multi-line system and route to proper departments.
• Open/close the museum and Museum Store daily.
• Ensure Front Desk, Museum Store and Lobby are presentable.
• Solicit guest feedback and provide management with insights.
• Maximize revenue from memberships, programs, and donations at POS.
• Handle cash drawer and reconcile with ALTRU/Lightspeed records.
• Learn and input data in ALTRU and Lightspeed; maintain database integrity.
• Restock and organize store inventory; close securely at day end.
• Monitor lobby activity and report suspicious behavior.
• Train and develop other associates; perform other duties as assigned.

Skills

Outgoing, friendly, service oriented

Exceptional communication

Calm under pressure

Multi-tasking

Basic math skills

Cash handling

Data entry accuracy

First Aid certification

Professional appearance

Education

High School graduate or equivalent

Tools

Cash register

ALTRU

Lightspeed

Job description

Description

Part-Time, Non-Exempt, 29 hours or less/week (on-site)

Department

Guest Engagement

General Statement of Duties

As the first point of contact for our guests, Guest Engagement Associates are responsible for enthusiastically welcoming our guests and assisting them with ticket and membership sales at the Front Desk and retail merchandise in the Museum Store. This position recognizes the capacity to achieve greater results by integrating skilled volunteers and leveraging their diverse knowledge and abilities. The position is under the direct supervision of the Guest Engagement Manager.

Qualifications

• High School graduate or equivalent
• Outgoing, friendly, service oriented. Able to communicate enthusiasm for the museum and its programs
• Must be bondable
• Must have a professional appearance
• Exceptional communication skills. Must be tactful and display discernment and discretion
• Must be able to remain calm in confrontational and crisis situations
• Ability to gracefully handle multiple tasks simultaneously
• Possess basic math skills and basic understanding of debits and credits
• Basic computer skills and cash register experience helpful
• Detail oriented. Must be able to recognize and function while dealing with several different types of memberships and ticket sales for a variety of events
• First Aid certification or willingness and ability to be trained
• Must be able to accurately and efficiently perform data entry and perform duties assigned to maintain the integrity of the museum’s database

Duties and Responsibilities

• Be a positive, enthusiastic representative of the Virginia Living Museum
• Promote a guest-centric culture at the VLM
• Welcome each guest to the museum and assists them with purchasing tickets, merchandise, memberships, and obtaining information. Provide resources such as, but not limited to, wheelchairs, strollers, and Braille guides as needed
• Respond to emergency situations and requests for First Aide. Associates will respond by providing basic supplies or calling for professional help
• Stay aware of all museum offerings in order to provide current and accurate information to guests
• Answer incoming calls to the museum on a multi-line phone system, providing correct and current information in a helpful manner and routing calls to the proper departments as needed
• Perform duties required to open and close the museum and Museum Store each day
• Ensure that the Front Desk, Museum Store and Lobby are presentable to guests
• Solicit guest feedback
• Provide expert advice to management on improvements to the guest experience
• Maximizes revenue and donations by selling membership, programs, retail products and asking for donations at point of sale
• Obtain the cash drawer from the acting manager each da, responsible for all monies collected. The total cash/credits obtained must be reconciled with the amounts recorded in ALTRU and Lightspeed
• Learn how to use, navigate, and input data in ALTRU and Lightspeed. The associate must also maintain the integrity of the database in ALTRU and Lightspeed
• Restocks and organizes museum store inventory
• Close down and ensures Museum is securely locked at the end of the day
• Handle money is a safe manner
• Stay aware as to what is happening in the lobby and responds to requests for assistance. Report any suspicious behavior to management ASAP
• Provide support for urgent security issues such as lost children
• Train and develops other associates and team members.
• Other duties as assigned.

Requirements

• Ability to work both weekend days & occasional evenings
• Must be able to hear and speak clearly
• Physical requirements include medium work, must be able to lift 40lbs
• Must be able stand for extended periods of time and move about on foot to accomplish tasks
• Must be able stoop, kneel, crouch, crawl, reach, push, pull, lift, grasp, feel, and utilize repetitive motions
• Perform activities such as: preparing and analyzing data, transcribing, operating & viewing a computer, and extensive reading
• The position is subject to environmental conditions for activities occurring indoors and outdoors

This job description in no way states or implies that these are the only duties to be performed by this employee. The Guest Engagement Associate will be required to follow any other instructions and to perform any other related duties as assigned by the appropriate Supervisor/Director. Virginia Living Museum reserves the right to update, revise or change the job description and related duties at any time.