Guest Services Associate
Position Summary
The Guest Services Associate provides world-class customer service, serving as a brand ambassador, while attending to the needs of our museum guests and fellow staff. The Guest Services Associate ensures excellent customer service, timely responses to requests, and serves as the first point of contact for all of the Museum’s guests.
Essential Duties and Responsibilities
Face the museum entrance and maintain a cheerful, professional, and helpful attitude while welcoming guests from all over the world.
Welcome individuals, families, and adult and school group tours and prepare them for an excellent visit.
Help our guests choose the best ticket option for their visit.
Provide information on museum memberships, dining locations, directions and all other queries by our museum guests.
Provide our guests with daily and seasonal activities happening at the museum.
Anticipate and provide for the many various needs of our guests.
Flexibility to adjust hours as needs of the museum warrant, including leaving early and starting later due to visitation fluctuations.
Coordinate with multiple museum departments and assist as needed.
Respond appropriately to visitor questions, comments, and concerns. Remain alert to any guest needs and situations that should be brought to the attention of management. Communicate visitor feedback using appropriate channels.
Assist with daily operation needs (stock and maintain brochures, maps and other resource materials, answering emails and phone calls, set-up/break-down of member or public program events, etc.) and special event duties as required.
This description is not intended to be a complete list of all responsibilities, duties, skills, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of key responsibilities of the job as it is at present, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This job description may be reviewed by management at any time either to ensure that it relates to the job currently being performed, or to incorporate changes. Management reserves the right to change a job description; and if/when doing so will discuss with the employee so that any changes are understood by the employee.
Required Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Prior register experience and public front-facing interaction, preferably in a museum setting, is preferred but not required.
Must be helpful, courteous, enjoy serving the public, and be able to work as part of a team.
Adhere to the Plimoth Patuxet dress code.
Be punctual for all scheduled shifts.
Exercise sound judgment about when to take breaks and where to be located during business hours.
Demonstrates a professional attitude and enthusiasm for Plimoth Patuxet Museums.
Always present an impression of readiness and availability to assist guests.
Maintain a neat and organized workstation while performing numerous tasks.
Attend all required training sessions and meetings.
Maintain a basic historical knowledge to answer guest questions about the Wampanoag and the 17th New England colony.
Perform all duties in a manner consistent with the museum’s Guest Relations Philosophy and customer service goals.
The work environment requires walking and standing, some bending and lifting, some working outdoors.
Strong interpersonal, listening and communication skills and the ability to work well as a member of a team are critical to this position.
Education and Experience
High School or Equivalent
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Duties may include:
Work sitting or standing, sometimes for extended periods of time.
Capable of lifting and moving objects up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Work is generally sedentary in nature, but may require standing and/or walking for up to 20% of the time.
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
Work is generally performed within an office environment, with standard office equipment.
Additional Requirements
The Museum is open 7 days a week April through the end of November. You must be available to work Saturdays, Sundays and some holidays, including Thanksgiving Day. Typical hours during the Museum’s Open Season (March-November) are 9:00am - 5:00pm, five days a week through the end of November, and 9:00 AM – 5:00 PM Monday – Friday from December through March. Flexibility in work hours and days off is required. Depending on the season, this position may include working additional night/weekend hours or days as needed.
Enjoy working in a highly collaborative team environment.
Consistently demonstrate a professional demeanor and diplomatic attitude with board and other volunteers, staff and guests.
Core Commitments
Whether part-time or full-time, year-round or seasonal, all staff and volunteers at Plimoth Patuxet advance the Museum’s educational mission and strategic goals; they uphold the museum’s core values and principles in their work and in all their interactions with the public and coworkers. This commitment helps to ensure that Plimoth Patuxet’s reputation for excellence is maintained and that we, as stewards of the Museum, are helping to create a relevant and sustainable future for Plimoth Patuxet. The core principles that guide us in our work are:
Safety and Comfort
Compassionate Customer Engagement
Professional Excellence
Personal Accountability
Create a Culture of Philanthropy
Teamwork
Interested candidates are encouraged to apply by submitting a PDF file of your resume, and cover letter to apply@plimoth.org, or by submitting them by US mail to the following address:
Plimoth Patuxet Museums
Attn: Human Resources
137 Warren Avenue
Plymouth, MA 02360