Guest Services Lead (Seasonal) (64988)

Chesapeake Bay Maritime Museum•St. Michaels, MD

9d•$17 - $18

About The Position

The CBMM’s Guest Services function encompasses admission, ticket & membership sales, customer service, retail sales, marina operations, and security. As part of the front-line Guest Services Team, CBMM’s Guest Services Leads are responsible for ensuring that all guests are greeted, engaged, and informed about CBMM; helping to educate and promote CBMM’s mission to members, visitors, and the local community.

Requirements

Cheerful and pleasant personality.
Knowledge of customer service and sales.
Experience in guest services operations
Ability to lead resources to a common goal
Ability to interact with the public in a proactive, positive, and enthusiastic manner
Ability to multi-task and maintain professional composure in a fast-paced environment
Comfortable working with multiple technology platforms
Comfortable walking/standing in varied conditions, including heat/cold, humidity, and rain.
Must be able to handle some physical labor, i.e., lift objects up to 25lbs, climb stairs, etc.

Responsibilities

Assist the Marina & Guest Services Manager in the day-to-day operations of the Welcome Center, South Entrance, Patriot Cruises Ticketing, and Museum Store
Assist the Dockmaster with CBMM’s marina operations, including answering the phone and VHF Radio, accepting docking reservations, and making slip assignments.
Act as the primary point of contact and decision-maker during shifts when a manager is not present.
Demonstrate leadership by supervising and guiding team members, ensuring smooth operations, resolving issues, and upholding CBMM’s service values.
Take initiative to delegate tasks, provide direction, and maintain a positive work environment.
Communicate effectively with team members and escalate important matters to management when necessary.
Ensure visitors are proactively and cheerfully greeted as they enter the Welcome Center, South Entrance, and Museum Store, and efficiently sell admission tickets, program tickets, merchandise, and memberships.
Knowledgeable about CBMM’s offerings and skilled in effectively communicating program opportunities and the benefits of Membership at all levels to guests.
Proactively monitor CBMM’s calendars and email and review the schedule of programs, tours, and activities occurring each day.
Stay up to date on campus updates & communications and be prepared to answer questions about programs/events on campus.
Accurately provide daily cash, credit, and admissions records for the Finance Department.
Ensure that all income correctly reconciles with the system’s records daily.
Follow opening and closing procedures completely and conscientiously.
Ensure all entrances and exits of our campus are properly opened and secured nightly.
Assume such other duties as are necessary for the operation of the Museum or as assigned by the Marina and Guest Services Manager.