Tour Guide/Guest Experience Associate

Job Summary

The Guest Experience Associate (GEA) will be the first point of contact for Harley-Davidson Museum guests and will be responsible for providing a positive, enjoyable experience for all guests. This integral member of our Museum team will be responsible for day-to-day operations at the Museum. The GEA will demonstrate superior customer service both in person and on the phone and be able to conduct guest transactions/interactions professionally. The GEA will be responsible for imparting knowledge about the Museum, processing sales transactions (cash handling), conducting upsell conversations to meet expected goals, and assisting with various guest-facing activities.

Job Responsibilities

• Provide superior hospitality by greeting visitors, answering questions, and resolving concerns promptly and professionally.
• Perform all guest transaction processes, including cash and credit handling, using the point-of-sale (POS) system accurately and efficiently.
• Engage guests through upselling and suggestive selling to meet sales goals.
• Learn and deliver scripted tours and other interpretive content for individuals and groups.
• Support daily museum operations and assist in all guest-facing areas as needed.
• Maintain composure and attention to detail while managing multiple tasks in a fast-paced environment.
• Collaborate effectively with teammates to ensure smooth daily operations and cohesive guest experience.
• Develop a general understanding of Harley-Davidson's history and brand heritage to enhance guest engagement.
• Work scheduled shifts on weekends, holidays, and evenings as required to support operational needs.

Education Requirements

• A high school diploma or equivalent is required (must be 18 years or older).

Experience Requirements

• Prior experience in hospitality, retail, or other guest-facing environments required.
• Experience working in a fast-paced setting with a high level of attention to detail.
• Familiarity with computers and the ability to learn point-of-sale (POS) systems (processing cash and credit card transactions).

Skills Required

• Strong communication and interpersonal skills with a focus on hospitality.
• Ability to multitask and remain calm under pressure.
• Team-oriented approach with initiative and adaptability.
• Sales-minded with the ability to identify and act on upsell opportunities.
• Knowledge of or interest in Harley-Davidson history and culture is a plus.

Qualifications

• Must be currently authorized to work in the United States.

Benefits

• We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more.

Company Information

• We welcome everybody to join our family and be united no matter who you are or where you come from.