DESCRIPTION
The Visitor Services Associate performs a high level of customer service and face-to-face communication with the public at the front desk of the Museum in the Gift Shop. This position will also be responsible for the routine upkeep of the Gift Shop, to include cleanliness, and inventory control. This position reports to the Executive Director.
DUTIES AND RESPONSIBILITIES
- Manage the front-of-house reception area in the Gift Shop, including public traffic in all exhibition spaces, and complete general administrative duties as assigned.
- Assist in coordinating volunteers of all ages and backgrounds for optimum efficiency in day-to-day museum operations. Assist in volunteer on-boarding and training; report changes to scheduling, volunteer needs, and on-boarding progress to Manager of Visitor Services, as necessary.
- Assist managing store operations, including inventory management, restocking shelves, and maintaining cleanliness.
- Handle transactions accurately and efficiently using the point-of-sale system.
- Provide product information and recommendations to customers, enhancing their shopping experience.
- Welcome guests to the Pacific Northwest Naval Air Museum in a friendly and professional manner, directing them to sign guest books, and initiate self-guided tours, informing them upon entry of all available exhibits and opportunities for tours.
- Take initiative to stay informed about all programs, events, and organizational information to provide guests with accurate information upon request.
- Open, close, and monitor exhibition spaces daily, which includes locking and unlocking galleries and operating designated gallery lighting and starting exhibit videos. Checking and maintaining cleanliness and functionalities; correcting (or reporting) maintenance issues.
- Ensure proper layout, organization, and cleanliness of all public areas.
- Monitor visitors’ activity in public spaces, intervening as needed to ensure compliance with guest policies; this includes consistent monitoring of exhibition spaces both in person and by security camera.
- Manage phone system, which includes politely and confidently answering incoming phone calls, transferring callers as needed, processing voicemails on the organization’s main phone line, and recording outgoing messages with up-to-date organizational information.
- Use POS system to conduct in-person gift card, ticket, and Gift Shop sales.
- This position includes the responsibility of using discretion and independent judgement regarding matters of significance in the various areas above.
REQUIREMENTS
- Able to maintain a friendly, enthusiastic, and engaging public persona in all circumstances, engaging effectively with museum patrons and other staff and volunteers.
- Experience in store management or retail environments is required.
- Excellent interpersonal and customer service skills, including superior spoken and written grammar skills.
- High level of comfort and natural ability to interact with a diverse range of individuals and groups; including military, civilian, and educational groups.
- Comfortable initiating courteous conversation with guests who are not following policies for the gallery and public spaces.
- Able to de-escalate conflict in a polite manner.
- Outstanding personal judgment: able to manage a range of public situations with a high level of discretion regarding the involvement of other staff, on-site security, and/or police as needed.
- Able to multitask and maintain a high level of professionalism while experiencing ongoing interruptions from a variety of sources.
- High-level organizational skills and attention to detail.
- Excellent negotiation skills to foster beneficial relationships with suppliers.
- Confidence in using inventory control databases for placing orders, receiving inventory, and reporting sales records.
SCHEDULE
- Pacific Northwest Naval Air Museum is open 5 days a week, Wednesday through Saturday from 10a to 5p, and on Sundays from 12p to 5p. The schedule for the Visitor Services Associate (to start) will be during these hours, up to 15 hours per week; plus additional hours as needed, and as agreed upon, for special events (luncheons, special occasions).
- Changes to the Visitor Services Associate schedule will be determined in advance, on a bi-weekly basis, by the Executive Director and / or Director of Museum Services. This position does not permit the employee to make specific schedule change requests (as with conventional shift work) other than requests for time off, which will be coordinated – in advance – with either of the Directors.
Job Type: Part-time
Pay: $18.00 - $20.00 per hour
Work Location: In person
