Guest Services Representative

Job Description

Job Description

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

PositionSummary:
The African American Museum in Philadelphia (AAMP) was founded in 1976 in celebration of the nation's Bicentennial, the is the first institution funded and built by a major municipality to preserve, interpret and exhibit the heritage of African Americans. AAMP has a Mission of bringing diverse communities together in greater appreciation of the Black experience through the combined narrative of art, culture and historical witness.

The Guest Services Representative reports directly to the Director of Guest Services. This position includes greeting and providing customer service to all Museum visitors, responding to inquiries, monitoring the galleries and safety of the visitors and art. This position conducts educational tours with school age children and adults. In addition, the Guest Services Representative assists the Guest Services Department with special events.

Principal Duties And Responsibilities:
Warmly greets and assists everyone in the building during their visit to the museum answering routine questions about the facility and serving as an AAMPbassador of the organization at all times.
Supports the front desk and retail space by selling admissions to the museum, assisting with new and renewed membership and donation opportunities, as well as gift shop sales.
Engages with guests about the museum, its history, and exhibits, making them aware of the programming, special events, and membership and donation opportunities.
Engage with guests at all interaction points including those with special needs, ensuring that they are able to access all museum galleries and amenities.
Assist in collecting guest feedback including suggestions, compliments, and complaints; providing feedback to supervisor.
Assist with conducting tours for school-age children and adults. Answer questions and provide relevant information to visitors.
Ensure that the lobby and public spaces are ready for visitors and guests. Restocking collateral materials and gift shop products when needed.
Assist with select programming and special events including: MLK Day of Service, Black History Month, Juneteenth, Kwanzaa, and other standing programs/events.
Monitors guests behavior and reports anything unusual to his/her supervisor.

Assist guests with emergencies, providing guidance and help throughout challenging situations quickly and effectively, with skill and professionalism.
Attend lectures, talks, staff meetings and trainings as required to gain a thorough understanding of the museums services, exhibitions, and programmatic offerings.

Qualifications,SkillsAndAbilitiesRequired:
Education/ Experience Required:
High School Diploma or equivalent and experience
One (1) to two (2) years of experience in customer/guest services or hospitality.
Interest in African history and culture

Skills and Abilities Required:
Strong speaking, and interpersonal skills
Excellent skills in data entry, knowledge of computers, particularly word processing and data management Microsoft Office (Word, Excel and Outlook), and use of basic office machines (copier, fax, voice mail, phone systems, scanner, computer)
Outgoing personality with excellent interpersonal skills.
Possess good conflict resolution skills with the ability to maintain a calm exterior presence during periods of high volume, high stress, or unusual events.
Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.
Ability to work some evenings, weekends, holidays and special event hours.
Proficiency with all office procedures and equipment
Ability to work independently, confidentially and within deadlines
Ability to interact with the public and staff in a positive, enthusiastic manner

PhysicalRequirements &WorkingConditions:
Must be able to remain in a standing or stationary position for extended periods of time. Must be able to adapt to high pace environments occasionally moving/lifting light weight equipment and other work-related objects up to 25lbs.