Greenwood Rising is seeking a Part-Time Guest Services - Docent position.
Background
Greenwood Rising is a world-class history center dedicated to preserving and sharing the story of Tulsa's Historic Greenwood District, Black Wall Street, and the 1921 Tulsa Race Massacre.
The Guest Experience Docent is the primary ambassador for Greenwood Rising, creating welcoming, educational, and memorable experiences for every visitor. This role combines guest services, storytelling, admissions, retail operations, and event support while helping fulfill Greenwood Rising's mission through exceptional hospitality and professionalism.
Position Summary
The Guest Services-Docent is a public-facing position and primary support staff that is integral to Greenwood Rising’s mission and values. Daily responsibilities include guest engagement, exhibit interpretation, guided tours, front desk duties (such as selling tickets, answering phones, taking messages, ect.), merchandise sales, daily opening and closing procedures, and other duties as assigned. This could also include supporting school tours, community programs, VIP tours, and other special events. This role will work collaboratively with other team members to deliver exceptional guest experiences. Additional duties will evolve as the needs of the History Center evolve.
Especially in the primary role, the position requires a calm, steady demeanor, and the ability to treat all guests with respect, dignity, and kindness. Docents provide superior support to guests requesting feedback and general information. Knowledge sharing is the primary function of this position along with a positive, friendly attitude. Visitors will travel from across the country and this position will serve as a cheerleader and tour guide for the history center. Our goal is to provide all guests with a safe, world-class, safe experience during their visit.
Docents must possess an outgoing and professional personality, have outstanding communication skills (both written and verbal) and be able to successfully interact with the public, staff, board members, and volunteers, and represent the History Center's interests every day.
Please note: This position requires availability to work Saturdays and/or Sundays as part of the regular schedule.
Essential Functions
(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions)
- Monitor and maintain the guest service desk/welcoming area
- Conduct tours through the History Center and provide firsthand knowledge of each exhibit
- Create content for, assist with the technical needs and setup of and/or conduct virtual tours or distance learnings centered on the content of the History Center, as assigned or required
- Answer guest questions and provide direction for exhibit elements and/or identify team members to further assist visitors with their requests/inquiries
- Engage guests in a welcoming and open manner
- Interact with volunteers and other departmental staff
- Oversee guest interactions and direct them using positive strategies
- Utilize individual expertise to make recommendations to enhance content and guest experience
- Present scripted information to guests with clear and informative language
- Respect and enforce protocols for guest safety, historic artifacts, and Museum at large
- Maintain processes for communication between Greenwood Rising team members and guests
- Perform and adhere to daily opening and closing exhibit procedures and maintenance
- Uphold and operate within policies and procedures on a continuous basis to ensure safety, efficiency, and guest satisfaction
- Utilize the Museum's POS system to scan visitor pre-purchased tickets, as well as for selling Museum merchandise
- Gather helpful feedback from guests through surveying and relay that information to management
- Seasonal responsibilities and other duties as assigned
- Weekends, holidays, and other non-traditional hours required
Required Knowledge, Skills, and Abilities
- The ability to clearly and effectively communicate verbally and written with large audiences
- The ability to work and interact positively with children and families
- Ability to think proactively, perform and adapt in a fast-paced, start-up environment with ongoing refinements to processes and scope of work
- Strong passion for history, education, and community engagement
- Commitment to personal and professional growth and development and the ability to incorporate feedback from a wide range of sources into continuous improvement efforts
- Customer service minded; strong desire to work with staff, guests, vendors, and donors providing responsive, respectful service
- Able to quickly learn new technology and utilize point-of-sale systems
- Able to run Windows Operating Systems
- Excellent work ethic, takes pride in their work
- Demonstrates consistent attention to detail
- Demonstrates professinalism by putting forth a clean, neat, professional presentation and a positive, welcoming demeanor
- Demonstrates dependability by being reliable and present onsite as scheduled (workdays/weekends)
- Able to work additional hours for special events
- Must pass all pre-employment checks including a criminal background check
Supervision Received
Docent reports directly to the Operations Manager
Supervision Exercised
No supervisory responsibilities.
Education and Experience
- 1-2 years of experience in a customer service setting required
- Prior experience with public speaking, guided tours, or educational presentations preferred
- Experience with a POS system for merchandise sales preferred
- Completion of High School Diploma or GED preferred
Work Environment and Physical Demands
This is an hourly non-exempt position. Work schedule is assigned in accordance with HIstory Center's needs. Work takes place primarily in the History Center setting but occasionally will require work at other locations. This position involves frequent talking, sitting, standing walking, bending, stooping, and squatting. Docents must be able to, with or without reasonable accommodation, stand/walk for long periods of at least 1 hour, push and pull open doors, and lift up to 25 lbs.
Affirmative Action/EEO Statement
It is the policy of Greenwood Rising to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Job Type: Part-time
Pay: $14.00 per hour
Work Location: In person
