Job Title: Guest Relations Coordinator
Department: Guest Relations
Reports To: Manager of Guest Relations
FLSA Status: Full-time. Non-exempt
Salary: $18 per hour, up to 40 hours per week
PITCH
Want to be part of a passionate, highly collaborative, mission-driven team? The Michigan Science Center (Mi-Sci) is dedicated to putting youth, families, and communities at the center of science in Southeast Michigan and beyond. Be part of a dynamic team that strives to ensure every guest has a memorable visit and leaves Mi-Sci inspired and enthusiastic about pursuing STEAM topics in their homes and daily lives.
DUTIES and RESPONSIBILITIES
The Guest Relations Coordinator supports the overall Guest Relations team and reports to the Manager of Guest Relations and Director of Guest Relations. The Coordinator is responsible for directly interacting with museum visitors, coordinating retail operations in the Science Store, supporting the Box Office and theaters, and serving as a leader for the Guest Relations Associates.
They are primarily responsible for ensuring that inventory is received and displayed in accordance with guidelines set by the Director of Guest Relations. They greet and assist visitors at the museum entrance, provide information, and answer questions about programmatic offerings, inventory availability, theater space schedules, and other opportunities to engage with the Science Center.
The Coordinator has the ability to oversee cash handling and process transactions for museum entry and retail products while managing inventory levels, theater space reservations, and assisting with associate duties. The Guest Relations Coordinator handles visitor feedback, complaints, and concerns related to all aspects of the museum experience, escalating issues to managers when necessary. They also assist with group greeting and answering questions associated with special events, group visits, and membership.
The Coordinator maintains a welcoming and organized museum environment for visitors, ensuring retail displays are visually appealing, inventory is well-managed, theater spaces are properly maintained, and Associate duties are fulfilled.
The ideal candidate will be able to thrive in a fast-paced environment where attention to detail is vital, will be confident and self-directed when providing excellent customer service, and report guest feedback to management in a timely manner. This is a chance for a motivated individual to help bring science, technology, math, and engineering to life for our community.
QUALIFICATIONS
The successful candidate must be:
Customer Service & Sales
- Provide excellent customer service by upselling museum experiences such as merchandise, theaters, exhibits, and memberships.
- Maintain a welcoming and secure store environment, including arranging displays, creating signage, and ensuring cleanliness.
- Develop and execute merchandising plans for rotating inventory and creating seasonal or program-related displays.
Attention to Detail & Problem Solving
- Act as the “eyes and ears” for guest experience and building conditions, effectively communicating concerns.
- Solve problems proactively and seek answers when needed.
- Maintain confidentiality and uphold Mi-Sci's data standards.
- Proficiency in data entry and database management is a plus.
Leadership & Team Training
- Ensure readiness of retail spaces and provide exceptional guest experiences.
- Co-facilitate training for new guest relations employees.
- Maintain and update Standard Operating Procedures (SOPs) for the Box Office and Science Store.
Retail & Financial Management
- Optimize merchandise sales, restocking, and inventory management.
- Communicate with vendors and ensure proper submission of invoices.
- Open/close cash registers and retail spaces while adhering to strict cash-handling procedures.
- Manage the point of sale and inventory systems and promptly report issues.
- Provide financial and operational reports to management.
Collaboration & Museum Support
- Support various guest experience locations, including membership, theater operations, ticket sales, and group reservations.
- Contribute to call center operations as needed.
Mission-Driven Professionalism
- Represent the Michigan Science Center’s mission and values.
- Assist with museum floor and store appearance, addressing guest requests and complaints efficiently.
Communication Skills
- Speak and write clearly in English; communicate professionally in-person, over the phone, and via email.
Flexibility & Eligibility
- Work a flexible full-time schedule, including weekdays, weekends, and occasional evenings.
- Be at least 18 years old with no legal restrictions on working with children.
EXPERIENCE
2 or more years of experience in a face-to-face customer service setting
2-3 years of computer, cash handling, and credit card processing
1-2 years of merchandising and inventory control experience
EDUCATION
High school diploma or GED completion
CERTIFICATES, LICENSES, REGISTRATIONS
None required
PHYSICAL DEMANDS
Move throughout large Science Center between multiple floors, lift and move ≤35 lbs. from time to time (with assistance as needed), and either stand at a counter or sit at a desk for the entirety of a 4-10 hour shift, with occasional kneeling, bending, twisting; use computers, tablets, scanners, radios, and telephones with headsets for whole shifts.
WORK ENVIRONMENT
Primarily works in a store environment onsite with a Tuesday-Saturday work schedule. Most days require an 8:30 a.m. to 4:30 p.m. schedule, though some evening hours for special events may be required. Occasionally expected to fulfill duties in areas of responsibility, including retail storage spaces and satellite retail locations throughout the building. Will also be expected to attend regular meetings with the leadership teams, occasionally utilizing remote meeting software.
DUTIES
This job description describes the general nature, hours, expectations, and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned by the job. The employee may be required to perform other job-related duties as requested by the supervisor or senior management. Requirements are subject to change over time and may possibly be modified to reasonably accommodate changing institutional needs and individuals with a disability. At all times, employees are expected to help our guests discover the highlights of the Science Center and Midtown cultural campus, be curious about our offerings, and have positive experiences that are new and exciting. Creativity is valued, and reliability is prized. We are a guest- and visitor-focused business and represent a welcoming, tolerant, and fun learning environment.
EEO
Michigan Science Center is committed to building a culturally diverse staff and strongly encourages applications from women and racially underrepresented candidates. It is the policy of the Michigan Science Center to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Persons who do not meet all listed criteria but who feel that their knowledge, skills, and experience make them well-qualified candidates are encouraged to apply.
Job Type: Full-time
Pay: $18.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Ability to Relocate:
- Detroit, MI 48202: Relocate before starting work (Required)
Work Location: In person
