Guest & Protection Services Senior Specialist

Primary Function

The Guest and Protection Services Senior Specialist plays a key role in front-line operations by providing the team with constant visual surveillance information and access control to help provide an exceptional guest and staff experience, as well as to ensure the safety and protection of the collection and the Foundation’s buildings and grounds. The Senior Specialist provides a best-in-class experience to every person who works in and visits our institution.

Job Qualifications

• Two (2) to three (3) years of any combination of training or experience in security or protection services, customer/guest services, hospitality, or event management.
• High School diploma or equivalent education and experience.
• Must have a pleasant demeanor and a genuine interest in communication with members of staff and the public.
• Outgoing personality with excellent interpersonal skills.
• Demonstrates strong attention to detail with excellent observational and reasoning skills.
• Ability to understand and apply a significant amount of detailed information.
• Shows a demonstrated ability to multi-task.
• Ability to be a calm presence during periods of high volume, stress, or unusual events.
• Proficiency in digital tools including patrol scanning devices, modern communication tools, and building security and access control systems, ticket scanners, tour devices, and the Barnes App.
• Knowledge or interest in art, protection and safety.
• Art background/interest a plus.
• Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.
• Highly organized.
• Must have a flexible schedule with the ability to work weekends and holidays.

Physical Activities

• Moving Ability: to stand and walk for 8-hour shifts with minimal rest breaks. Ability to occasionally transport up to 25 lbs. of files, equipment or supplies. Ability to move to access files, equipment or supplies.
• Vision Requirements: Continual use of computers and display screens.
• Communication Requirements: Clearly communicate in person, by phone, and by video conference. Communicate with others in conversational and written English.

Working Conditions

Position operates in the foundation’s buildings and on the foundation’s grounds at the Philadelphia campus. Position requires extended time on the computer.

Job Responsibilities

• Ensure that the building and grounds are welcoming and safe for visitors and guests.
• Oversees the safety and protection of the Foundation’s collection, property, and grounds by enforcing Foundation rules and regulations.
• Upholds all Barnes service, protection, and communication policies.
• Maintains building and collection using building video, security and access control systems.
• Provides access control to the facility, managing who enters and exits.
• Monitors service yard and controls loading dock activity.
• Acts as a concierge providing information and advice to guests and staff on foundation policies in front and back of house.
• Engages with guests on the Foundation’s history, collection, programs, events, classes, and amenities.
• Captures and coordinates guest services such as coat check, tour device preparation, and visitation collateral.
• Enforces protection policies in public spaces and ensures visitor compliance.
• Monitors guest behavior and reports anything unusual to his/her supervisor.
• Manages the VIP process making sure our special guests are greeted, parties being visited are notified promptly, if necessary, and the overall experience at the Barnes Foundation is exceptional.
• Handles challenging situations with the public quickly and effectively, with skill and professionalism.
• Conducts continuous tours of both the interior and exterior of the building, inspecting areas for potential hazards, mechanical failures, and other abnormalities.
• Provides pertinent information to supervisor for any issues or concerns that have significance and would need their attention.
• Continuously expands required knowledge of facility including services, collection, exhibitions, safety, protection and actively participates in trainings.
• Observes and reports out of the ordinary circumstances based on working knowledge.
• Completes required reports, logs, and journals as needed.
• Serves as a critical member of the emergency response team, providing guidance and help to guests and information to the supervisor on duty for emergency situations including fire, theft, damage and protest.
• Supports other Guest and Protection Services staff in their duties.
• Adheres to and follows Foundation policies, including those regarding attendance, punctuality and dress code.
• Performs other duties as assigned.