Full-Time Guest Services Host

As one of the country’s largest history museums and one of the leading museums serving families, The Strong places the highest priority on providing outstanding service to its guests. Although guest service is the responsibility of each staff member, the full-time guest services host is responsible for providing frontline exceptional visitor service and completing gallery assignments in accordance with established team and museum standards. This includes interacting with guests of all ages to anticipate and respond quickly and effectively to their questions and concerns, as well as to meet and exceed their expectations to provide an exceptional museum experience. To maximize staff flexibility and improve our ability to meet the needs of museum guests, the full-time guest services host will be trained, and is expected to be fully competent, in all museum exhibits, which may include the admissions desk and podium and facilitation of group visits. 

This position requires a patient, relentlessly positive, friendly, and approachable individual who is passionate about making a difference in a guest’s day and knowledgeable about the museum. The full-time guest services host is required to expend such personal efforts as may be needed to keep up with advances in subject matter information related to this position.

The full-time guest services host serves as a role model to the part-time hosts and therefore is expected to consistently, in both words and actions, follow all established processes and procedures and project a positive image of the guest services team, as well as the museum as a whole.

All museum staff are expected to cooperate with one another in furthering the museum’s general objectives and in completing museum projects. Similarly, all staff consistently maintain a positive and enthusiastic attitude, act with integrity and in accordance with the highest ethical standards and demonstrate a loyalty to the museum in all public contacts. Guests and colleagues deserve our best efforts every day.

Essential Functions:

The specifications described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effectively manage guests’ needs, questions, and expectations in a manner consistent with museum service goals. 
• Resolve guest complaints quickly and effectively utilizing service recovery techniques.
• Use initiative and enthusiasm to create exceptional guest experiences.

• Maintain integrity of assigned areas by diligently following both museum and RCI safety and operating procedures and standards at all times and with no exceptions.
• Provide assistance to guests who ask for directions within the museum or have been separated from their party and provide back-up to other gallery staff to reunite lost visitors.
• Maintain integrity of assigned areas by consistently following guest service and safety procedures and standards. 
• Maintain appearance and functionality of assigned area by cleaning up after guest activity and periods of high traffic. This may include cleaning up trash, food, residue, and bodily fluids. 

• Ability to work weekends or extended schedules during peak periods, including early opening and after-hours events and facility rentals.

Additional Responsibilities:

• Comfort with and ability to switch assignments frequently throughout the day as needed, and with little notice, to different exhibits and guest services roles.
• May be required to assist with answering host radio calls in the absence of a member of the guest services supervisory team.

Work Environment:

Work is performed primarily indoors with moderate noise. Noise may be more significant depending on assigned work area. Some work areas are dimly lit, featuring bright, flashing lights.

This position may require the ability to work special events during non-routine work hours, and other hours during weekends, holidays, or evenings. Having flexible availability is preferred.

Physical Demands:

While performing the duties of this job:

This position regularly requires the use of both hands; full range of mobility in upper and lower body; the ability to reach overhead; the ability to work in various positions, including climbing, stooping, standing, walking, bending over, sitting, kneeling, twisting, and squatting for extended periods of time at height; the use or operation of objects, tools or controls; the ability to climb three flights of stairs; and the ability to talk and hear. This position frequently requires the ability to lift, pull, push, and carry weight up to 50 pounds for potentially extended time periods.

The employee must be able to move from place to place, which may include standing and/or walking for extended periods of time.

Specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The use of hand-eye coordination is integral to this role.

Pre-Employment Requirements:

Must consent to and pass a drug screen and criminal background check as conditions of employment.

Equal Opportunity Statement: 

The Strong is an equal opportunity employer. It is the policy of The Strong to provide equal employment opportunity to all persons without regard to gender, gender identity, gender expression, sexual orientation, age, race, color, religion, national origin, disability, military, or marital status. This policy of nondiscrimination applies to all aspects of the employment relationship, including but not limited to: recruitment, selection, advancement, compensation, benefits, layoff, recall, transfer, and termination.