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About the Role

The Strong National Museum of Play is seeking a dedicated individual to provide frontline exceptional visitor service and complete work assignments in accordance with established team and museum standards. This role involves interacting with guests of all ages, anticipating needs, and ensuring an exceptional museum experience. While primarily operating the ropes course, there is potential to work in other museum exhibits to maximize staff flexibility.

Responsibilities

Provide extraordinary guest service, regardless of specific assignment, and work within given authority to go above and beyond expectations as appropriate.
Effectively handle guests’ needs, questions, and expectations in a manner consistent with museum service goals.
Resolve guest complaints quickly and effectively utilizing service recovery techniques.
Use initiative and enthusiasm to create exceptional guest experiences.
Maintain an overall awareness and knowledge of the museum’s mission, history, programs, and special events and communicate this information to guests.
Report to work on time, as scheduled on a consistent basis.
Remain in assigned area unless permission is granted by a guest services supervisor or the director of guest services.
Operate, monitor, and communicate via a two-way radio connecting various museum teams.
Clearly communicate course processes and procedures to guests, including pricing, admission, capacity, safety requirements, use of lockers, harnessing protocols, and completion of the liability waiver.
Operate and remain fully competent in ropes course specific technology including the Point-of-Sale (POS) and waiver systems.
Perform daily course and equipment inspections and complete related documentation.
Harness and de-harness climbers safely and in compliance with established procedures.
Safely connect harnessed guests to the sling line.
Oversee the progress of guests on the course.
Move safely, and assist guests as needed and appropriate, across ropes course obstacles at heights exceeding 30 feet.
Demonstrate the ability to safely navigate each individual course element and to fall from each element and independently pull oneself back up.
Wear a harness for at least seven hours per day as part of the uniform.
Anticipate situations and respond quickly and effectively, especially in matters involving the safety of people.
Handle and successfully coordinate emergency take downs and similar emergency situations specific to the ropes course.
Maintain integrity of assigned areas by diligently following both museum and RCI safety and operating procedures and standards at all times.
Maintain appearance and functionality of assigned area by cleaning up after guest activity and periods of high traffic.
Identify and develop ways to improve work processes, efficiency, and quality.
Take initiative to identify and solve problems.
Publicly support team decisions, even if they conflict with personal opinions.
Participate in, and successfully complete, all required museum and RCI training.

Requirements

High School Diploma or GED; current high school students 17+ years of age will also be considered.
Ability to stand, climb, twist, bend and lift and carry 50 pounds for extended periods of time.
Ability to wear a harness for at least seven hours per day as part of the uniform.
Ability to move safely, and assist guests as needed and appropriate, across ropes course obstacles at heights of up to 36 feet for extended periods.
Demonstrated ability to safely navigate each individual element of the course forwards, backwards and one-handed, and ability to fall from each element and independently pull oneself back up.
Use of hand-eye coordination is integral.
Ability to successfully complete all required museum and RCI trainings.
Must consent to and successfully complete a reference check, drug screen, physical, and background check as conditions of employment.

Skills

Patient
Relentlessly positive
Friendly
Approachable
Passionate about making a difference in a guest’s day
Knowledgeable about the museum
Ability to keep up with advances in subject matter information
Ability to work within safety constraints and parameters
Guest services experience
Experience in an amusement setting

Location

Onsite

Work Type

Part-time
Less than 29 hours per week

Experience Level

Entry Level

Education Level

High School Diploma or GED

Salary/Compensations

$1.00 per hour shift differential

About the Company

As one of the country’s largest history museums and one of the leading museums serving families, The Strong places the highest priority on providing outstanding service and ensuring the safety of its guests at all times.