Guest Services Host I

Strong National Museum • Rochester, NY

2d • Onsite

About The Position

As one of the country’s largest history museums and one of the leading museums serving families, The Strong places the highest priority on providing outstanding service to its guests. Although guest service is the responsibility of each staff member, the guest services host is responsible for providing frontline exceptional visitor service and completing gallery assignments in accordance with established team and museum standards. This includes interacting with guests of all ages to anticipate and respond quickly and effectively to their questions and concerns, as well as to meet and exceed their expectations to provide an exceptional museum experience. To maximize staff flexibility and improve our ability to meet the needs of museum guests, the guest services host will generally be trained to work in all museum exhibits.

This position requires a patient, relentlessly positive, friendly, and approachable individual who is passionate about making a difference in a guest’s day and knowledgeable about the museum. The guest services host is required to expend such personal efforts as may be needed to keep up with advances in subject matter information related to this position.

All museum staff are expected to cooperate with one another in furthering the museum’s general objectives and in completing museum projects. Similarly, all staff consistently maintain a positive and enthusiastic attitude, act with integrity and in accordance with the highest ethical standards and demonstrate a loyalty to the museum in all public contacts. Guests and colleagues deserve our best efforts every day.

Requirements

• Open availability to work any day of the week including the willingness to work Fridays and Saturdays until 8 p.m. as well as holidays.
• High school diploma, GED, or CDOS.
• Ability to be successfully trained to work competently in all exhibit spaces as well as the admissions area and/ or ropes course. Candidates must be willing to be trained and work at the ropes course.
• Demonstrated ability to work collaboratively and cooperatively in a team environment.

Nice To Haves

• Prior guest services experience in a fast-paced entertainment venue is a plus.

Responsibilities

• Understand the importance the museum places on extraordinary guest service and treat everyone with dignity and respect. Greet, welcome, and interact with museum guests.
• Provide extraordinary guest service, regardless of specific assignment, and work within given authority to go above and beyond expectations as appropriate.
• Effectively handle guests’ needs, questions, and expectations in a manner consistent with museum service goals.
• Resolve guest complaints quickly and effectively utilizing service recovery techniques.
• Use initiative and enthusiasm to create exceptional guest experiences.
• Maintain an overall awareness and knowledge of the museum’s mission, history, programs, and special events as they affect museum visitation, and effectively communicate this information to guests when asked.
• Report to work on time, as scheduled.
• Always remain in assigned area unless permission is granted by a guest services supervisor or the director of guest services.
• Participate in frequent cleaning and dusting of gallery spaces, as assigned.
• Operate, monitor, and communicate via a two-way radio connecting various museum teams including guest services, security, environmental services, and public programs. The radio must always be worn when working.
• Anticipate situations and respond quickly and effectively, especially in matters involving the safety of people. Introduce safety considerations, handle minor emergencies appropriately, and call for assistance as needed.
• Provide assistance to guests who ask for directions within the museum or have been separated from their party, and provide back-up to other gallery staff to reunite lost visitors.
• Maintain integrity of assigned areas by following guest service and safety procedures and standards.
• Maintain appearance and functionality of assigned area by cleaning up after guest activity and periods of high traffic.
• Organize and maintain inventory of craft and activity supplies as needed. Notify a guest services supervisor of low-stock items as applicable.
• Model proper use of materials and participation in activities.
• Report broken or worn toys and other exhibit-related issues to the appropriate manager.
• Together with the director of guest services and guest services supervisors, identify and develop ways to improve work processes, efficiency, and quality.
• Take initiative to identify and solve problems. Publicly support team decisions, even if they conflict with personal opinions.
• Participate in all required museum trainings.
• Welcome new staff and create a positive work environment.
• Identify and act on opportunities to help and support the efforts of coworkers and staff from other teams.

Benefits

• A positive, comfortable work environment working with people that love what they do.
• Paid-Time-Off (accrued monthly) and paid holidays annually
• Access to affordable medical coverage after 60 days of employment.
• After 6 months of employment- museum 403(b) contribution of 4% and a one-for-one museum match on participant contributions up to an additional 4%.
• Free parking in the museum's covered garage.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED