Guest Services Representative (MOD)

This position reports directly to the Director of Guest Services. The Guest Services Representative Manager on Duty (MOD) oversees the guest experience during their shift, providing leadership and supervision to staff, ensuring smooth operations, and maintaining a safe and welcoming environment. The MOD will also serve as the primary point of contact for visitors, handle guest inquiries, and support the overall functioning of the Guest Services team, especially on Saturdays and Sundays, and as needed during the week.

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Key Responsibilities:

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Supervise and coordinate the activities of Guest Services staff during your shift, primarily on Saturdays, Sundays, and as needed, ensuring excellent customer service and adherence to museum policies.

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Act as the main point of contact for visitors, greeting guests, answering questions about exhibits and facilities, providing directions, and promoting museum programs and events.

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Process admissions, memberships, and gift shop transactions accurately using the POS system, handling cash, credit, and balancing sales.

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Maintain a thorough knowledge of current and upcoming exhibitions and events to assist and inform visitors effectively.

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Deliver enthusiastic, friendly, and professional service to ensure a positive guest experience.

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Enforce safety protocols and museum rules, reporting any safety concerns or irregularities to the appropriate staff.

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Assume responsibility for opening and closing procedures during your shift, including securing the premises and ensuring all tasks are completed.

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Serve as acting Manager on Duty in the absence of the Guest Services Manager and Director of Guest Services.

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Oversee and support the operation of the HAVIK VR Experience, acting as the main contact and project manager for this area.

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Provide leadership and support to staff, offering guidance, training, and conflict resolution as needed during weekend shifts and coverage periods.

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Essential Skills and Qualifications:

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Proven leadership and supervisory skills, with experience managing staff or teams.

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Excellent customer service and interpersonal skills, capable of engaging with a diverse visitor demographic.

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Strong verbal communication skills to clearly answer questions and promote programs.

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Ability to operate POS systems, basic computer skills, and familiarity with Microsoft Office.

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Strong organizational and time management skills to handle multiple priorities effectively.

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Punctual, accurate, and dependable to ensure seamless operations.

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Flexibility to work weekends, especially Saturdays and Sundays, and as needed during other days.

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This is a non-exempt, part-time position, currently expected to vary between 14-30 hours per week, with a pay rate of $22 per hour. Additional hours may be available during holidays and peak periods. Please submit a resume to: JValentine@navysealmuseum.org