Guest Services Specialist

Website Colorado Railroad Museum

Colorado Railroad Museum
Job Description: Guest Services Specialist

At the Colorado Railroad Museum, we believe there’s something amazing about trains. We work hard every day to create extraordinary opportunities for learning in a fun and interactive environment. We also work hard to engage members, donors and supporters at all levels and from all walks of life in the work of the museum. To accomplish these goals, we bring together a dynamic team of talented individuals, both paid and volunteer, whose passions range from locomotive restoration to exhibit design, to developing engaging programs to offering only the best in customer service and the guest experience. We offer a comprehensive benefits package for full-time employees, competitive wages, and a supporting, fun and rewarding work environment.

The Colorado Railroad Museum has an opening for a full-time Guest Services Specialist to greet guests, process admission sales transactions and provide a positive experience for all members and guests of the Museum.

Position:  Guest Services Specialist
Schedule:  Full-time, 40 hours/week; flexible schedule, early morning, evening and holiday hours as necessary
Rate:   $15.38/hour to $17.19/hour

Reports to: Guest Services Lead and Development Director

Responsibilities and Essential Functions

·         Follow opening and closing procedures for effective and accurate front desk operations

·         Ensure lobby area, Gift Shop, and front desk are clean, organized and safe for guests

·         Open and close cash drawers and maintain an accurate cash drawer through each shift

·         Operate and maintain knowledge of Museum’s point of sale systems

·         Actively address guest complaints and work to improve overall guest experience

·         Accurately answer guest questions regarding all aspects of the Museum

·         Handle all aspects of on-site membership sales, including active selling, taking payment, recording member information and printing membership cards

·         Participate in inventory counts as assigned

·         Actively seek donations to support the Round-Up program

·         Assist in training new employees when assigned

·         Answer and direct incoming calls, as necessary

·         Coordinate with and support volunteers throughout the Museum

·         Assist as (requested/needed) with merchandise re-stocking, inventory management, and maintaining/improving retail sales floor appearance

·         Assist Development Director as (requested/needed) with Member and Donor solicitation, renewals, and ongoing communications

·         Assist Development Director as (requested/needed) with Guest/Customer/Member/Donor data gathering, input, tracking and analysis

·         On-going expectation of stepping beyond standard duties and taking on responsibilities as needed to manage and/or oversee specific aspects of duties noted above, to grow knowledge and skills and to support ongoing operational and strategic needs.

·         Other duties as assigned

Job Requirements

·         Strong commitment to Museum’s standards for guest service

·         Ability to communicate with guests and co-workers in a direct, respectful and confident manner

·         Takes initiative in problem solving situations

·         Maintains up to date on all aspects of museum operations and patron programs

·         Ability to adjust to shifting job duties and responsibilities

·         Ability to work effectively and accurately in a fast-paced environment while maintaining excellent customer service

·         Clean, neat and professional appearance

·         Ability to maintain a clean work environment

·         Cash handling, cash register and point of sale experience preferred

·         Fluent English proficiency, writing and speaking skills required

·         High school diploma or equivalent required

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to move, transport, position, load, unload, and set up materials and equipment (up to 50 lbs).
Ability to climb stairs and negotiate ladders
The ability to remain in a stationary position for extended periods of time (up to 8 hours).
While performing the duties of this job, the employee is required to move about the Museum and communicate with guests, including young children.
Work Environment

This position operates in a busy indoor environment; crowds and moderate to very noisy sound levels are common.
Associated outdoor duties are also required for opening and closing and for other necessary activities as well; these activities may involve exposure to rain and snow, extreme temperature variations, and smoke/exhaust fumes from coal burning steam locomotives and other rail and road and off-road vehicles.
Additional Information

·         This position is subject to a probationary period not to exceed six months.

·         Minimum age: 18

·         The Colorado Railroad Museum is an at-will employer.

The Colorado Railroad Museum is an equal opportunity employer. The Museum is dedicated to the goal of building a culturally diverse staff committed to serving the needs of all our visitors and we encourage applications from individuals of all backgrounds.

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