Specialist, Guest Experience

Overview

Cincinnati Museum Center

Reports to:

Manager, Guest Experience

Department:
Guest Experience

FLSA Status: FT, Non-Exempt, Includes weekends

Compensation: $15/hour

Schedule:

Five days, including both Saturday and Sunday

Position Overview:

The Specialist, Guest Experience (FT) at Cincinnati Museum Center (CMC) is the first one to greet and assist guests to the museum, either as a cashier in the box office or at the self-serve kiosks. The Specialist also serves as a Discovery Ambassador, welcoming guests into museums and experiences by scanning tickets or Memberships and distributing wristbands. The Specialist will also, as needed, serve as a Parking Attendant at the outdoor parking gates to help guests in and out of the parking lots.

The Specialist is responsible for providing excellent guest service and accurate information to guests, Members, and groups who visit Cincinnati Museum Center. The Specialist uses the point-of-sale (POS) and scheduling systems to sell tickets and memberships and to secure group reservations and special programs. They ensure guests have a meaningful experience by welcoming and engaging with all who visit CMC.

We are looking for individuals who demonstrate:

• A passion for working with people.
• Proven experience engaging with diverse audiences, including children, youth, adults, and families.
• Strong customer service skills, with the ability to foster inclusivity and positive experiences for visitors of all ages, abilities, and backgrounds.

• Provide excellent guest service and use outstanding sales techniques. Welcome and engage with guests and Members to ensure their needs are addressed and issues are resolved effectively.
• Seek out guest interaction and provide guidance and assistance by sharing information, events schedule, etc. Help guests plan their day for the most meaningful experience possible.
• Operate point-of-sale system, ticket-scanning devices, and parking system. Handle cash with care and accuracy when cashiering. Distribute wristbands and explain admission policies and procedures to guests.
• Work collaboratively with other Cincinnati Museum Center team members, adult and youth volunteers, and interns to create a cohesive and comprehensive visitor experience for Cincinnati Museum Center guests.
• Assist in training new staff, volunteers, and community partners through being shadowed while greeting, cashiering or taking tickets.
• Perform cross-training duties for other guest-facing departments like Museum Engagement and Guest Services when needed, including answering phones in the call center and distributing/collecting audio guides in featured exhibits, accounting for approximately 10-15% of work time.
• Other duties as assigned.

• High school graduate or equivalent required.
• Experience in admissions, sales, hospitality, retail or customer service preferred.
• Experience with museums, non-profits, hospitality industry or large venues is a plus.
• Previous cash handling experience and operational experience with a POS system strongly preferred.

• Passion for working with guests.
• Ability to use multi-line phone systems and multifaceted computer software systems.
• Ability to follow cash handling rules and procedures and use math skills to dispense change and keep accurate count of cash.
• Self-motivated and proactive; curious and able to learn new information quickly.
• Ability to remain calm and react in a balanced manner in times of stress.
• Ability to speak and interact with large and small groups of people from a variety of racial, cultural, ethnic, gender, and generational backgrounds with sensitivity and active listening.
• Demonstrated ability to take initiative, work independently and collaboratively, and adapt to changing needs in a fast-paced museum environment.
• Ability to understand and address sensitive topics with a sense of compassion and inquisitiveness.
• Ability to handle difficult guest interactions, including guests who may have a customer service issue, who may wish to disturb the experience of others, who may have an emotional reaction to museum content, etc.

• The…