Guest Experience Associate – Full Time

Museum-of-Discovery-and-Scienc; Fort Lauderdale (FL); On-site; USD 21,000 - 28,000; Full time

Job summary

The Museum Of Discovery & Science seeks a Guest Experience Associate to handle reservations, guide school and group visits, and upsell programs and memberships. You will communicate with customers face-to-face and by phone, explaining policies and deadlines while delivering a friendly, high-quality visitor experience.

This full-time, hourly role requires strong organizational skills, multi-tasking, and the ability to work weekends and holidays.

Qualifications

• High school diploma and experience in phone sales.
• Strong customer service and organizational abilities.
• Excellent written and oral communication; multitasking capability.

Responsibilities

• Serve as the first sales contact for group visits and meet sales goals.
• Up-sell on combos, memberships, labs, and demos.
• Enter reservations/transactions in ALTRU and handle required paperwork.
• Make confirmation calls one month out, not just messages.
• Track changes, cancellations, deposits, and payments; keep records updated.
• Respond to inquiries the same business day; follow established procedures.
• Daily quality checks for all reservation transactions.
• Handle camp processing with files, t-shirts, and master spreadsheet.
• Prepare and update weekly reports for labs, demos, camps.
• Assist with cashier training on ALTRU.
• Issue and maintain discount codes in ALTRU.
• Maintain current knowledge of events; provide accurate information.
• Be a team player and contribute to department goals.
• Perform other duties as assigned.

Skills

Time management

Results driven

Personal effectiveness

Performance management

Flexibility

Technical capacity

Stress management

Project management

Motivational skills

Education

High school diploma

Tools

ALTRU Ticketing System

Excel

Job description

JOB DESCRIPTION

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POSITION TITLE: Guest Experience Associate

DIRECT ACCOUNTABILITY: Director of Guest Experience

SUMMARY:

The Guest Experience Associate will sell the Museum’s various products and programs, handle a multitude of tasks including facilitating school/group/camp check-in, and participate in special events for educators and/or members. The GEA will phone and speak person-to-person to communicate with customers about reservations, payment deadlines, procedures while at the museum, and other policies.

QUALIFICATIONS:

High school degree. Experience in phone sales (1 year or more). Heightened customer service and organizational skills. Excellent oral and written communication skills. Ability to handle multi-task. Computer literate in word processing, Excel, Word, etc. Ability to work extended hours, including weekends and holidays. Agent must be able to learn the ALTRU Ticketing System quickly.

DUTIES AND RESPONSIBILITIES:

• 1. Serve as the first level of sales contact for Museum group visits and applicable programs. Achieve sales goals as determined by the Guest Experience Director and budget.
• 2. Agent must attempt to up-sell every customer i.e., combos, membership, labs, demos. 3. Enter reservations and transactions in ALTRU Ticketing system and follow through with applicable paperwork per procedure.
• 4. Perform confirmation calls in a timely manner – staying one month out at all times. This means contacting the school/group not just leaving a message.
• 5. Track changes, cancellations, deposits and payments. Maintain up to date records, files and reports.
• 6. Ensure customer inquiries are responded to and/or handled within the same business day. Follow call management procedures as established by the Director of Guest Experience.
• 7. Perform a quality control check daily for all transactions in the reservation department.
• 8. Responsible for camp processing including individual files with all the necessary documents, t-shirts and the master registration spread sheet to be shared with programs.
• 9. Prepare and update various reports on a regular basis i.e., Labs/Demos and Camps on a weekly basis. Assist with school and group future reports on the first day of each month when necessary.
• 10. Support training of cashiers on ALTRU.
• 11. Issue and maintain accurate records for discount codes in ALTRU.
• 12. Maintain current knowledge of Museum events, films, exhibits, programs and products. Attend Museum training sessions as required. Provide accurate information to customers. Follow sales scripts as applicable.
• 13. Be a team player and key contributor to the achievement of the department’s goals.
• 14. Perform other duties as assigned.

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COMPETENCIES:

• 2. Time Management.
• 5. Results Driven.
• 6. Personal Effectiveness/Credibility.
• 7. Performance Management.
• 8. Flexibility.
• 9. Technical Capacity.
• 10. Stress Management/Composure.
• 11. Project Management.
• 12. Motivational Skills.

SUPERVISORY RESPONSIBILITY:

There are no supervisory responsibilities for this position.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS:

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. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel; talk or hear. The employee must occasionally lift and/or move up

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a full-time, hourly, non-exempt position. Days and hours of work are generally Monday through Sunday, 8:30 a.m. to 5 p.m., however, you must be available evenings or weekends as needed.

TRAVEL:

No overnight travel is expected for this position and local day travel as needed.

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REQUIRED EDUCATION AND EXPERIENCE:

High School Diploma

Experience in phone sales (1 year or more).

Heightened customer service and organizational skills.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

Must have valid class E driver license and own vehicle.