Seasonal Event Staff, Guest Experience Operations

About the role

The Seasonal Event Staff, Guest Experience Operations role at Crystal Bridges Museum of American Art and The Momentary supports a variety of events that enrich the community. This position is seasonal and event-specific, with shifts primarily at night and weekends.

Responsibilities

• Present a welcoming demeanor to all guests and provide appropriate information as necessary.
• Provide excellent guest service to all members, guests, and colleagues at locations throughout the institutions, including our outdoor venues.
• Interact with the public in a courteous and respectful manner while upholding institution policies and event specific guidelines.
• Remain flexible and demonstrate skills in guest experience, communications, and problem solving, and adjust to situations as they occur while maintaining a level head.
• Observe and report any concerns of criminal activity, fire, and safety hazards in public and non-public spaces.
• Report on all suspicious conditions or people; provide descriptions of violators of institution policies.
• Communicate effectively with Guest Experience Operations Supervisors to ensure all issues are responded to effectively and efficiently.
• Remain observant throughout incidents and provide information to responding supervisors to assist with assessing the incident and completing incident reports.
• Validate identification of guests, staff, and contractors to restrict access to areas to only those with the proper credentials, tickets, or identification.
• Follow written and verbal instructions and communicate well with others.
• Work at a variety of events including concerts, culinary activations, weddings, festivals, and other events, providing support such as ID check, metal detection, bag checks, serving guests, ticket scanning, answering guests' questions, and creating a positive guest experience through a variety of roles.
• Attend all necessary staff meetings and communicate concerns as well as solutions to problems.
• Proactively seek and obtain information regarding Crystal Bridges and the Momentary policies/promotions, activities, and events in order to provide a high level of customer service.
• Become familiar with Crystal Bridges and the Momentary buildings, grounds, and community to provide appropriate information and direction to guests.
• Check email and other required applications or programs for schedule updates and notifications.
• Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
• Perform other duties and responsibilities as assigned to support evolving organizational needs.

Qualifications and Requirements

• High School Diploma or GED preferred.
• Associate degree from an accredited institute of higher learning is a plus.
• Minimum 6+ months of experience in customer service or related industry preferred.
• Professional demeanor with a customer-first approach and commitment to providing an exceptional guest experience.
• Strong verbal and written communication skills, including the ability to clearly speak and understand the English language (bilingual a plus).
• Ability to remain patient, adaptable, and focused while interacting with a wide range of individuals.
• Ability to remain calm, use good judgement, and respond appropriately to guest service concerns and changing situations.
• Ability to work effectively and collaboratively as part of a team and follow written and verbal instructions.
• Ability and willingness to work a flexible schedule based on event needs, primarily evenings and weekends, with occasional daytime shifts.
• Excellent attendance and punctuality, with a strong sense of responsibility and accountability.
• Good command of general computer applications and basic math skills.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those required by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Physical Demands: In the work environment described, this role requires a high level of physical activity. The position requires effective verbal and written communication with others and regular interaction with both the public and internal team members in a professional and courteous manner. The position requires good eye/hand coordination and the ability to lift and transport a minimum of 50 pounds unassisted. Visual acuity to review written materials and observe large crowds is required for this job. The position also requires the ability to provide detailed descriptions of individuals, conditions, and incidents as needed. The position requires the ability to hear and understand verbal and radio communications in environments with varying noise levels. This role regularly involves standing, walking, climbing stairs, bending, stretching, and moving throughout Crystal Bridges and the Momentary spaces for prolonged periods of time. The position requires the ability to stand and walk for a minimum of three hours without a break and may require utilizing a computer for prolonged periods of time. Work Environment: Work is performed throughout Crystal Bridges and the Momentary spaces, including outdoor grounds assignments and exposure to varying weather conditions such as extreme temperatures, rain, sleet, and snow. The noise level may vary depending on the environment and may include exposure to flashing lights and loud noises. Museum communication devices, including radios and earpiece speakers, will be utilized. Flexibility in working hours, including weekends and evenings, will be necessary due to events, staffing needs, and other operational factors.