Concierge Specialist

Overview

The Concierge Specialist for The Children’s Museum of Indianapolis, Inc. engages in the delivery of high-quality service to constituents throughout the Visitor Relations department, with a focus on service delivery at the Concierge Desk. The specialist interacts with customers in person, by phone, online and email, to ensure an informative, pleasant and efficient experience. The incumbent provides excellent customer service and specialized services to visitors, members, donors, volunteers, and staff.

The specialist is crossed-trained to assist the call center, box office and group arrivals.

The standard work week is Sunday – Thursday during Summer Hours and Sunday, Tuesday – Friday during Fall/Winter hours.

The Children’s Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences.

Reports to: Director of Visitor Relations

• Uses first-hand knowledge and understanding of the museum and the city in order to effectively provide custom visit planning support and counsel.
• Provides exceptional service in daily, extensive in-person interactions with a variety of museum constituents. Has a customer-focused mindset. Provides support and assistance to floor staff and visitors by using resources and problem-solving skills to amicably resolve customer issues and concerns.
• Serves as an information resource to constituents. Self-educates on new and/or current information regarding museum events, exhibits, programs, and activities. Answers visitor questions and suggest visit itineraries based on visitor ages, interests, and time frames. Regularly reviews museum website, customer emails and instructional emails to stay on top of feedback and trends. Periodically visits museum galleries, programs, and shows.
• Follows guidelines for tracking customer trends, comment cards and Lost and Found. Generates ideas for new and/or improved hospitality services.
• Creates strong service relationships with donors, members and repeat museum visitors. Accurately and efficiently sells and upsells memberships, programs, admission/event tickets, school field trips, merchandise, and group sales.
• Using admissions software and CRM, accurately and efficiently manages customer data. Maintains data entry standards as defined by the museum and ensures that complete data is entered in the appropriate timeframe. Maintains “power user” expertise of software and can solve basic software and hardware issues. Upholds data privacy standards.
• Maintains excellent knowledge of policies and procedures and consistently applies to work. Remains flexible with departmental procedures and can learn and adapt quickly when procedures change. Maintains consistent communication with manager regarding procedural questions, concerns, or suggestions.
• Balances own monies at the end of each shift and follows cash handling procedures to ensure accurate accounting of revenues.
• Remains cross-trained and knowledgeable in ticketing points of sale including box office, call center and group arrivals functions and is regularly cross-utilized in those posts.
• Balances on-going daily responsibilities with special projects/tasks or other responsibilities as assigned.

• Two (2) years of hospitality experience and demonstrated customer service skills to handle visitor questions and concerns.
• Strong verbal, written, data entry and inter-personal communication skills. Must be highly motivated, detail-oriented, and able to work independently with strong decision-making skills.
• Must be able to work with and understand the different needs of visitors, members, donors, board members, business clients, staff, and volunteers.
• Present a professional appearance, display a positive attitude, and demonstrate enthusiasm for serving people.
• Ability to multi-task and prioritize assignments.
• Must possess strong data entry skills and a quick understanding of software procedures. Computer experience in a Windows environment is preferred.
• One (1) year of cash handling and other types of payment processing as well as…