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About the Role

The full-time guest services host is responsible for providing frontline exceptional visitor service and completing gallery assignments in accordance with established team and museum standards. This includes interacting with guests of all ages to anticipate and respond quickly and effectively to their questions and concerns, as well as to meet and exceed their expectations to provide an exceptional museum experience. The host will be trained in all museum exhibits, including the admissions desk and facilitation of group visits, to maximize staff flexibility and improve service delivery.

Responsibilities

Greet, welcome, and interact with museum guests.
Provide extraordinary guest service and exceed expectations.
Effectively manage guests’ needs, questions, and expectations.
Resolve guest complaints quickly and effectively using service recovery techniques.
Use initiative and enthusiasm to create exceptional guest experiences.
Maintain awareness and knowledge of the museum’s mission, history, programs, and special events, and communicate this information to guests.
Report to work on time and assist with opening activities as needed.
Remain in assigned area unless granted permission.
Participate in cleaning and dusting of gallery spaces.
Operate, monitor, and communicate via a two-way radio.
Safely navigate course elements and recover from falls.
Anticipate situations and respond quickly and effectively, especially regarding safety.
Maintain integrity of assigned areas by following safety and operating procedures.
Provide assistance to guests needing directions or reunification with their party.
Maintain appearance and functionality of assigned area by cleaning up after guest activity.
Identify and develop ways to improve work processes, efficiency, and quality.
Take initiative to identify and solve problems.
Publicly support team decisions.
Participate in and complete all required museum and RCI training.
Welcome new staff and create a positive work environment.
Continuously project a positive image of the guest services team.
Identify and act on opportunities to help and support coworkers.
Switch assignments frequently throughout the day as needed.
Assist with answering host radio calls in the absence of a supervisor.

Requirements

Must be patient, relentlessly positive, friendly, and approachable.
Must be passionate about making a difference in a guest’s day.
Must be knowledgeable about the museum.
Must expend personal efforts to keep up with advances in subject matter information.
Must serve as a role model to part-time hosts.
Must consistently follow all established processes and procedures.
Must project a positive image of the guest services team and the museum.
Must cooperate with one another in furthering museum objectives and completing projects.
Must maintain a positive and enthusiastic attitude.
Must act with integrity and in accordance with the highest ethical standards.
Must demonstrate loyalty to the museum in all public contacts.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must consent to and pass a drug screen and criminal background check.

Skills

Guest service
Communication
Problem-solving
Service recovery
Initiative
Enthusiasm
Teamwork
Adaptability
Radio operation

Location

Indoors

Work Type

Full-time
Flexible availability preferred
Ability to work weekends or extended schedules during peak periods, including early opening and after-hours events and facility rentals
Ability to work special events during non-routine work hours, and other hours during weekends, holidays, or evenings

Experience Level

Full-time guest services host serves as a role model to part-time hosts

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 to its guests.

Equal Opportunity

The Strong is an equal opportunity employer.
It is the policy of The Strong to provide equal employment opportunity to all persons without regard to gender, gender identity, gender expression, sexual orientation, age, race, color, religion, national origin, disability, military, or marital status.
This policy of nondiscrimination applies to all aspects of the employment relationship, including but not limited to: recruitment, selection, advancement, compensation, benefits, layoff, recall, transfer, and termination.