["Guest Services Agent","Guest Services Agent"]

Guest Services Agent

The Guest Services Agent (GSA) is a front-facing position working at various stations such as the admission desk and on the floor in the different public spaces and exhibit galleries. GSAs will also work closely with other floor staff, Gift Shop Manager, Exhibits Technician, Security team, Education team, Group Sales Manager, Membership Manager, and Guest Services Manager to ensure that the museum provides a welcome, safe, and smart environment to all visitors and staff.

Working Hours: Flexible. Weekends, evenings, early mornings, and holidays will be requested of you.

Duties Include: Admission/Membership Sales (55%):

• Selling admission tickets
• Selling/upselling memberships at the front desk
• Cash handling
• Selling lecture, program, and event tickets
• Being a frontline customer service representative for museum guests
• Knowing about all of our programs, exhibits, lectures, and offerings
• Answering our front desk phone line
• Working admissions during History Colorado programs or events, including evenings and weekends

Floor Duties (40%):

• Ensures that exhibits are open and ready for the museum's opening to the public
• May include physical labor in moving pop-up installations from our atrium or other exhibits
  • Will need to be able to lift 50 pounds
• Ensures that exhibits and other public spaces and facilities are clean, safe, and presentable, and informs the Design & Production department of anything that requires maintenance or extra attention
• Restock disposable gallery items (Post-its, pencils, comment cards, etc.)
• Provide an overview of the museum for guests.
• Providing operational support for our Education department with School Field Trips and Out of School Programming.
• Communicates with the leadership team about any operational issues
• Supports museum programs in all departments, including adult programs, access programs, family programs, and membership with the exhibits set up, signage, interacting with visitors, etc.
• Helps make every guest feel welcome, safe, and smart in the museum and exhibits
• Helps keep collections and visitors safe by engaging visitors in exhibits and redirecting unsafe behavior
• Report any issues with artifacts to our collections department
• Responds and assists security with a variety of routine and high-stakes incidents, including medical, fire emergencies, lost children, etc., and will act as floor wardens
• Works with volunteers and temporary staff
• Working the floor during History Colorado programs or events, including evenings and weekends
• Other duties as assigned
• Trained in CPR & other training courses as necessary
• Expected to maintain and be vigilant of their assigned galleries per hour.

Jobs as needed (5%):

• Help with random tasks from other departments as approved/appointed by the Guest Services Manager.

Required Competencies:

• Knowledge of principles, methods, and practices of customer service.
• Demonstrate ability to manage multiple priorities and deadlines, with extreme attention to detail.
• Ability to investigate problems and recommend viable resolutions.
• Strong interpersonal skills, particularly patience and understanding...
• Ability to work calmly under pressure in a fast-paced environment.
• Ability to work independently.
• Great communication skills, both verbal and written.
• Comfortable handling high-pressure situations, including medical or fire emergencies and lost children.

Preferred Qualifications:

• Experience working in nonprofits or museums in an operational role.
• Demonstrated ability to manage volunteers effectively.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace.
• Experience with or ability to learn troubleshooting of AV/exhibits interactive elements