Department: Guest Experience

Position Type: Full Time

Hourly or Salary: Hourly

Hourly Rate: $16.00

Overview

Guest Experience associates will consistently uphold our values and department standards, ensuring a high level of both guest and volunteer engagement and operational efficiency. As the first informational point of contact for our guests, we need to provide knowledgeable and inviting service to all who enter Newfields.

Responsibilities

The following responsibilities describe the general nature of work for employees in this position, but this is not intended as an exclusive or all-inclusive list:

• Uphold a center of excellence in customer service to all guests
• Remain flexible on a team with multiple roles, facets, and locations throughout the Newfields campus
• Be willing and able to cross-train on all frontline positions including positions for special exhibitions (THE LUME, Harvest, and Winterlights), as well as positions in Retail and Security operations, and occasionally in Culinary
• Work with the Leads of Guest Experience to assist in the training and onboarding of new team members and volunteers
• Be knowledgeable of all Newfields membership levels and their associated benefits
• Stay up to date and informed about galleries, exhibitions, experiences, and events taking place on campus in order to best provide a seamless and memorable experience for our guests
• Interpret and manage the needs of guests during high volume exhibitions, experiences, and events in a calm and courteous way
• Consider each individual's unique experience and expectations while interacting with a dynamic group of guests
• Learn and become proficient with multiple POS systems
• Provide timely and courteous responses to guest questions over the phone and via email
• Politely redirect individuals as need to ensure safety protocols are being met
• Be supportive and calm when responding to emergencies, such as medical and bomb threats; and to alarms, such as fire and intrusions by following emergency response procedures
• Help educate guests by serving as a steward of our facilities and assets
• Report all incidents, accidents, or medical emergencies as required. Respond to emergencies, such as medical and alarms, such as fire and intrusion by following emergency response procedures

Other duties may be assigned. To perform the job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills

• Strong written and verbal communication skills
• Extremely personable, positive, and approachable
• Ability to lift up to 50 pounds

Education and/or Experience

High School Diploma/GED and previous experience in customer service preferred

• Language
  • Ability to read and interpret general business periodicals and brochures
• Math
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
• Other
  • Basic computer skills and a pleasant attitude when interacting with visitors

Physical Demands of Work Environment

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

Physical demands:

• Positions requires prolonged periods of standing and walking. Approximately 75% of time is spent standing or moving around. Must be able to stand and remain alert for extended period of time.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds and have the ability to walk at least 8 miles during a shift.

Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the position. The noise level in the work environment will be moderate to high.