Box Office Team Member

About the role

The Box Office Team Member assists in the daily operations of the museum's Box Office, selling admission, memberships, checking in groups, and other clerical duties such as maintaining a clean and welcoming first impression as guests enter. This position requires the individual to be self-aware, patient, kind, humble, respectful, and honest. The Box Office Team Member will demonstrate a positive attitude and appearance at all times, while proactively and effectively communicating in a friendly manner with museum staff and guests.

Responsibilities

• Greet guests with genuine warmth and hospitality, making them feel valued from the moment they call and/or arrive at the museum.
• Efficiently handle guest check-ins and arrival/departure flow, including school groups and crowd points in the lobby and Guest Relations areas of responsibility, ensuring a smooth and hassle-free process for guests.
• Personal delivery of consistent outstanding service while following Guest Relations policies and standard operating procedures including, but not limited to, cash handling and balancing till at the end of the day.
• Anticipate and respond to guest needs, requests, and inquiries in a professional and friendly manner, addressing their inquiries and requests accurately, promptly, and with a positive attitude, meeting and exceeding their expectations.
• Actively listen to guests concerns and work independently to resolve issues in the best interest of the guest and museum, using critical thinking skills to refer up when assistance is needed.
• Provide critical museum information, assistance, and recommendations to guests regarding tickets, memberships, activities, special events, exhibits, etc.
• Maintain, clear and clean Guest Relations departmental areas, such as the lobby, information booth, box office, as well as gear and equipment including, but not limited to, carts, wheelchairs, strollers, and sensory kits.
• Monitor lobby front doors at all times when the museum is open.
• Assume other responsibilities and tasks as assigned.

Requirements

• Previous experience with cash handling and accounting procedures and demonstrate knowledge of POS systems.
• Proficient with technology and adept at utilizing various software and systems to enhance guest interactions.
• Flexibility in work hours and schedule; working after-hour events, weekends, and holidays.
• Must have consistent and reliable transportation to and from work.
• Most after-hours events include alcohol; the minimum age to work these events is 21.
• Preference may be given to candidates with experience in a hospitality or retail environment; at cultural institutions, attractions, performance venues, or non-profits; with education or experience above the listed qualifications; and/or with the ability to speak one or more languages.

Knowledge, Skills & Abilities

• Demonstrate a passion for providing exceptional customer service and dedication to ensuring each guest has a memorable experience with an enthusiastic and welcoming demeanor to create a warm and inviting atmosphere to staff and guests.
• Able to quickly obtain and maintain full knowledge and understanding of museum and department policies, procedures, and protocols.
• Basic understanding of POS systems with a comfort level of basic mathematics, including, but not limited to, percentages and discounts.
• Effective and professional verbal communication skills, with the ability to speak in front of small groups, including guests and staff, including leadership of all levels of the organization, regarding information that is relevant to the guest experience.
• Exceptional problem solving skills with the ability to actively listen and handle guest complaints or concerns with tact and empathy, finding swift and effective solutions to turn any challenges into opportunities.
• Ability to take directional cues directly and indirectly; receptive to feedback and growth by valuing constructive feedback, recognizing it as an opportunity for personal and professional growth and continuously seeking to improve and elevate skills.
• Efficient time management skills with the ability to work flexibly under pressure.
• Ability to operate within a team and without direct supervision, be self-motivated and take pride in work.