Guest Services Representative

Kalamazoo Institute of Arts•Kalamazoo, MI

1d•$15•Onsite

About The Position

The Guest Services Representative is the first point of contact responsible with welcoming and greeting guests, visitors, and students. They will also be a front-facing resource to those signing up for any programs, events, and classes that the KIA offers. The Guest Services Representative will champion excellent service and work with staff from all departments to ensure an efficient and professional experience for all. This position supports the front of the house including the galleries, front desk, library, and gallery shop as needed and agreed upon by the employee and the Guest Services Manager. This position serves to ensure protection of the KIA’s galleries and their contents when stationed in the galleries.

Requirements

Ability to stand or sit for long periods.
Experience and proficiency in cash handling and operation of point of sales systems.
Very strong computer skills including excellent keyboarding skills with a high level of accuracy.
Experience in an office support/clerical/reception role (preferred but not required).
Experience with the Blackbaud Altru point-of-sale system (preferred but not required).
Multi-line phone and general office equipment experience.
Sensitivity for the confidential nature of materials/information processed.
Excellent attention to detail.
Ability to consistently provide excellent customer service.
Excellent organizational skills.
Good oral and written communication skills.
Commitment to contributing to a work culture that is inclusive and equitable.
Entrepreneurial, creative, self-starter with initiative.
A collegial spirit and cooperative approach that facilitates working closely with others.
Ability to work independently while following directions.
Flexible schedule including weekends and evenings.

Nice To Haves

Interpersonal Skills: Sensitivity to cultural diversity and respect for people from different cultural backgrounds, including awareness of cultural customs, languages, and communication styles, and the ability to provide inclusive and welcoming experiences. Awareness of accessibility needs and accommodations, including helping, offering accessible resources, and ensuring barrier-free access. Ability to handle complaints, conflicts, or difficult situations calmly and diplomatically to resolve issues.
Problem-Solving: Ability to proactively anticipate and address various needs, inquiries, and challenges and implement creative solutions.
Practical Application: Using theoretical knowledge in real-world situations to solve problems, complete tasks, or improve processes. Knowledge of emergency procedures and protocols to respond effectively to safety and security incidents, including evacuations, medical emergencies, or disruptive behavior, and to communicate with others to ensure their safety and well-being.
Time Management: Proficiency in multitasking and time management to handle multiple tasks simultaneously.
Adaptability: Ability to adapt to changing needs and operational requirements and to remain calm, flexible, and resourceful in high-traffic or high-pressure situations.
Technical Proficiency: Experience handling cash, including processing, accepting payments, making changes, and reconciling cash registers, as well as proficiency in operating POS systems and ticketing software.

Responsibilities

Demonstrate the highest level of customer service, remaining professional, personable, and engaging to all museum visitors.
Ensure that our visitor experience aligns with the museum’s brand and mission.
Open and close the museum exhibitions when scheduled in the galleries.
Protect the artwork by continuously observing visitors’ behavior while circulating in specific areas or galleries, including monitoring for restricted items and touching of art.
Maintain a secure and safe environment for staff, visitors, and the protection of museum assets.
Promptly report security incidents and emergencies to the Security Officer on duty responding and assisting as needed.
Remain knowledgeable about exhibitions, the collection, public programs and events, and museum resources and promote all to visitors.
Assist in wayfinding, providing directions and suggested routes of travel both in person and over the phone.
Attend all mandatory department meetings/ training.
Work special events, performances, opening receptions, public programs, and other programs as assigned.
Other duties as assigned by the Guest Services Manager, Senior Operations Officer, or designee.