The Guest Services Lead is a non-exempt (hourly) position reporting to the Guest Services Manager. The Guest Services Lead is the front line role model for Guest Service Representatives. They oversee Admissions and Guest Services and provide information about The Tech to visitors. The Guest Services Lead is responsible for opening, closing and reconciling the receipts of the museum's admissions stations.
Responsibilities or Duties
Model outstanding customer service standards in all interactions with guests, both internal and external.
Provide information about The Tech by phone or in person in a courteous and timely manner.
Handle general and group admissions, including payments, ticketing and facilitation, according to established procedures and policies.
Reconcile cash and perform end of day reports.
Prepare and schedule lunch breaks on a daily basis.
Assist Guest Service team with daily operational questions regarding ticketing, Tessitura, and procedures.
Perform and delegate general housekeeping to maintain the appearance of the admissions and reservations areas.
Be knowledgeable about the Tech Museums programs and exhibits to promote events and to encourage membership sales.
Assist guests with basic issues. Elevate more complicated issues to the Guest Services Supervisor or Mom of the day.
Perform other duties as assigned.
Requirements or Key Qualifications
One or more years of retail sales and customer service experience required. Supervisory experience preferred.
Positive attitude and enthusiasm for dealing with the public.
Excellent communication skills, English proficiency and professional phone manner.
Familiarity with point of sale systems.
Detail oriented with paperwork and numbers. Excellent problem-solving skills.
Accurate, dependable and prompt also flexible to museum's needs.
Willingness to work weekdays, weekends, holidays and evenings.
Ability to adhere to The Tech’s grooming guidelines.
Proven ability to model behavior in a team environment.
Excellent interpersonal skills.