Job title Visitor Services Associate
Reports to Manager of Guest Services
Status Seasonal, Hourly, Nonexempt
Direct Reports None
Job Summary
Visitor Services Associates greet visitors from all over the world as they arrive at Strawbery Banke; sell admission tickets, memberships, and merchandise; and provide visitors with the information they need to start their tour of the museum.
Duties and Responsibilities
- Greet visitors in a friendly and welcoming manner, providing information about Museum exhibits, events, and admission prices.
- Process admission transactions, including ticket sales, memberships, group reservations, and merchandise sales using the Museum's ticketing and point of sale system.
- Maintain proper cash controls and inventories of Museum merchandise.
- Handle cash, credit card transactions, and provide accurate change, following established cash-handling procedures.
- Promote and explain Museum membership programs, encouraging visitors to become members and providing information about associated benefits.
- Answer inquiries about Museum hours, exhibit details, special events, and other relevant information, either in person or over the phone.
- Provide excellent customer service by addressing visitor concerns, resolving issues, and ensuring a positive experience for all Museum guests.
- Assist with special events, programs, and exhibitions, including ticketing, crowd control, and managing admission logistics.
- Provide assistance to visitors with special needs, ensuring that they have access to necessary accommodations.
- Adhere to Museum policies and procedures, including those related to security, confidentiality, and customer interactions.
- Reconcile daily cash register transactions and report any discrepancies to the appropriate personnel.
- Be a resource for visitors, providing information about the historic houses, events, and educational programs, as well as general information about Portsmouth
- Uphold the mission of Strawbery Banke Museum and help implement its Long Range Interpretive Plan
- Participate in annual and ongoing training to build professional knowledge in historical content and interpretive techniques
- Maintain a professional demeanor; comply with stated personnel policies, cultivate good relations with colleagues; and represent the Museum in a positive light
- Work punctually on a tightly timed schedule
- Other duties as assigned by the Manager of Guest Service
Qualifications
- Previous cashier and retail experience
- Knowledge of Portsmouth and the surrounding area
- Excellent public speaking skills and interpersonal abilities
- Ability to work enthusiastically with audiences of all ages, abilities, and cultural backgrounds
- Basic computer skills
- Sound judgment in response to challenging situations
- Positive attitude and ability to build respectful working relationships
Requirements of all Strawbery Banke Museum Staff:
SBM is committed to fostering a workplace that is truly equitable, inclusive, and accessible for a diverse group of staff, volunteers, and visitors. As such, it is an essential requirement that every SBM staff member:
1. Exhibit a positive, collegial attitude and ability to work cooperatively with others at all levels of the organization including direct reports, colleagues, supervisor, volunteers, and visitors of all ages, abilities, and cultural backgrounds;
2. Actively contribute to an organizational culture of empathy, dignity, trust, and respect. Each person at SBM agrees to proactively prevent and address issues such as unconscious bias, harassment, gender disparity, racial inequity, political divisiveness, and barriers to accessibility; and
3. Foster inclusive and engaging interactions, accommodate safety and comfort needs and requests, and to provide the best visitor experience possible. Staff members equally share the responsibility of immediately addressing a deficiency, and/or, notifying the appropriate department or supervisor to address any situations.
Strawbery Banke Museum Staff Norms:
SBM is committed to fostering a supportive and safe work culture. Through a series of training sessions, staff collectively established and approved the following norms:
1. We will set and acknowledge boundaries that foster a healthy work/life balance
2. We will help and support each other to create psychological safety and trust
3. We will welcome different viewpoints, values, and ideas in solving organizational problems
4. We will proactively, honestly, and constructively create clear expectations regarding communication with all potential stakeholders
5. We will hold ourselves and each other accountable in executing mutually agreed upon decisions
Working Conditions
Weekend work is required. Work is performed indoors in a climate-controlled environment.
Physical stamina sufficient to maintain an attentive posture for several hours, to respond quickly to visitors’ needs, and to otherwise fulfill the requirements of assigned tasks as needed. Some light lifting is required.
Must be physically and mentally able to perform the essential functions of the position, with or without reasonable accommodations.
About Strawbery Banke Museum
Strawbery Banke Museum is a 10-acre living history museum located in the heart of downtown
Portsmouth. The museum interprets daily life in the same historic waterfront neighborhood over 300+ years, making the 37 historic buildings accessible to a wide range of visitors one of our primary goals.
Strawbery Banke hosts an ever-growing number of special events and programs throughout the year.
Seasonal and holiday signature events are time-honored traditions that help make Portsmouth the vibrant destination it is. Strawbery Banke is continually ranked as TripAdvisor’s #1 “Thing to do in Portsmouth”, Yankee Magazine Editors’ Choice: Best of New England Classics “Best Historic Village” and the 2020 Best of the Seacoast in the Entertainment & Leisure category for Best Group Event/Tour/Activity.
Equal Opportunity Statement
Strawbery Banke Museum is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, marital status, national origin, ancestry, religious creed, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), crime victim status, veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. SBM is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. Job descriptions are subject to change over time; Strawbery Banke Museum reserves the right to modify the above job description as necessary to accommodate the evolving needs of the organization.
Pay: $15.00 per hour
Work Location: In person
