Guest Services Team Lead (Part time)

Scott Family Amazeum Overview

The Scott Family Amazeum is a hands-on, interactive museum in Northwest Arkansas that creates a fun environment where risk taking, imagining, problem solving, discovery, collaboration, and exploration bring children and adults together to learn and grow.

The mission of the Amazeum is: To engage the imagination of children and their families through interactive exhibits, programs, and resources while creating an excitement for lifelong learning and the enrichment of lives.

Through experiences with the Amazeum, individuals and the community are engaged in building relationships and developing identities as creative, curious, and innovative shapers for the region. Learning at the Amazeum is an active, playful exploration that inspires curiosity. It is rooted in inquiry-based discovery and involves an element of risk. Hands-on learning opportunities allow guests to exercise critical thinking in the context of play.

The Amazeum facility includes approximately 50,000 square feet of indoor space and one acre of outdoor exhibition and activity space. The exhibits and programs are multidisciplinary – based on STEAM (science, technology, engineering, arts, and mathematics) concepts– to further formal educational goals in a high-quality informal learning environment. The museum is located at the intersection of Museum Way and J Street in Bentonville, AR.

Position Summary

Reporting to the Guest and Member Relations Manager, the Guest Services Team Lead is an energetic, detail-oriented, collaborative professional with a passion for providing outstanding guest service. The person in this position leads Guest Services Associates and Retail Store Associates in carrying out all day-to-day functions of the Museum lobby and retail store. This position requires previously demonstrated excellence in guest service and leadership skills. Candidates should have the ability to take initiative and prioritize multiple competing tasks, excellent time management skills, and the ability to work in a fast-paced and loud environment. The Guest Services Team Lead assists the Guest and Member Relations Manager with administrative tasks and training the Guest Services team.

Availability on Tuesday and at least one weekend day is required. Availability on both Saturday and Sunday is preferred.

Essential Functions

• Serve as "Shift Lead” for Guest Services Associates and Retail Store Associates
• Ensures efficient and reliable day-to-day operations of Guest Services and the museum store, Curiosity Corner, providing consistent confident direction to team members
• Develop daily shift schedules, including assigning cash register tills and break times
• Reconciles cash register tills and prepares bank deposits
• Employs a high degree of independent decision-making and problem-solving skills to resolve issues or concerns from both guests and team members
• Verifies that team members are attired following Amazeum Look guidelines
• Ensure that all Guest Services team members are following museum policies and procedures and providing excellent customer service
• Maintain and ensure that all work areas including the lobby areas are clean and orderly
• Respond to first aid, safety issues, and guest concerns as needed following Amazeum best practices
• Works with the Guest Experience Team Lead to identify and execute operational tasks and find solutions for issues that arise that impact day-to-day operations
• Acts as a role model for how to provide excellent service to guests and team members
• Serves as a power-user of the point-of-sale systems, and is able to conduct complex transactions and serve as a resource to team members on how to use the systems
• Communicates feedback from guests to the Guest and Member Relations Manager and Retail Store Manager to proactively identify problems, concerns, and opportunities for improvement
• Possesses strong working knowledge of Museum programs, policies, practices, procedures, and emergency protocols
• Assists in coordinating, developing, and facilitating training for new Guest Services Associates on Guest Service expectations and point of sale system operations
• Focuses on continuous improvement of the guest experience, coaching team members on ways to improve guest service interactions
• Provides regular updates on team performance to both the Guest and Member Relations Manager and the Retail Store Manager
• Assist in achieving department goals, objectives, and budget by providing training and coaching team members on admissions, membership, and retail sales best practices
• Partners with Guest Experience Team on ways to activate the lobby and engage with guests
• Help maintain inventory of Guest Services supplies
• Participate in team meetings, and share in the assessment of team and experiences
• Assist with Guest Services oriented tasks during special events
• Work extended schedule during peak periods as needed
• Represents the Amazeum in a professional manner at all times including adherence to department standards
• Carries out other Guest Services and administrative responsibilities/projects as needed
• Serves as a Guest Services Associate or Retail Store Associate when necessary
  

This position is a developmental position and additional responsibilities may be assigned based on job performance.

General Duties

The responsibilities listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The Amazeum reserves the right to revise or change position duties and responsibilities as necessary to accommodate changing organizational needs.

Minimum Requirements

• Available to work Saturday or Sunday, and some holidays as necessary
• Minimum age of 18 years at the time of hire
• High School diploma or GED
• 6+ months of cashier experience to include basic math skills to ensure efficient and accurate cash transactions
• 6+ months of customer service experience
• Demonstrated strategic thinking and effective problem solving to include ability to exercise good judgment
• Experience to flex between working independently and collaboratively in a team environment
• Ability to establish effective relationships with other departments
• Demonstrated ability to adapt to change frequently
• Demonstrated ability to be punctual
• Strong verbal and written communication skills to include proofreading, grammar and spelling
• Detail-oriented
  
  

Physical Requirements

• Ability to lift up to 20 lbs.
• Ability to manipulate objects with fingers and hands, stand, walk, reach, bend and stretch
• Ability to stand for extended periods of time
• Ability to work in an environment with moderate to excessive noise
  
  

Preferred Skills

• Availability on Tuesday and both Saturday and Sunday
• 1+ year employee supervision experience
• Experience training people on processes and procedures
• Experience with POS systems and CRM databases
• Proficient in the use of Google Documents and Microsoft Office applications including Gmail, Word, Excel, and PowerPoint
• Bilingual skills is a plus helping us connect with guests and staff from diverse backgrounds