Job Description:

Position Summary

The Momentary Guest Experience Shift Lead is a key position in the museum's ability to create a welcoming, professional and world-class customer service environment. This role oversees and supports the front-line team that staffs museum entrances, venues and events. Strong organizational and technology skills are required to simultaneously attend to daily responsibilities while planning for long-term departmental achievements.

The Guest Experience Shift Lead will provide leadership and oversight to the Guest Experience Associates and Shift Leads in the completion of daily activities, act as a liaison to other museum departments, assist in the development of departmental processes and procedures, and in the absence of the Guest Experience Supervisor will take responsibility for addressing unique situations in a timely manner. When needed, will fulfill Guest Experience Associate tasks and provide outstanding customer service to museum guests and colleagues.

Principal Responsibilities (Essential Functions)

Inconjunction with Guest Experience Supervisor:

• Ensure the highest level of guest experience by hiring, training, supervising and supporting the front-line Guest Experience Associate team in all their assignments and responsibilities.
• Collaborate with and supervise the work of the Guest Experience team to ensure all Guest Experience daily operations run smoothly and in accordance with museum policies and procedures.
• With Database management, manage the Tessitura ticketing system, including hardware needs, software updates, inputting data from a variety of sources, and all training on related technologies.
• Coordinate with AWE accounting, and supervisor, to ensure cash handling procedures are followed and all deposits and banks are accurate.
• Assist in hiring Guest Experience Associates by participating in all interviews and deliberating on finalist candidates.
• Develop staff daily scheduling rotations.
• Develop and enforce Guest Experience-related processes and procedures to ensure the best possible guest experience.
• Act as a primary contact forcommunications and training with other departments in matters related to Guest Experience front-line responsibilities.
• Generate reports as needed using data from a variety of sources, including Tessitura
• Assist in planning and running events, editing materials, and coordinating effortsinwhich the Guest Experience department is involved.
• Organize and provide training on department-related technology, including Tessitura, scanners, Quest tablets and radios.
• Monitor stock of all relevant brochures, supplies and materials and resupply/order accordingly
• Make decisionsthat require immediate attention

Minimum Qualifications

Education, Training, and Traits:

• High School Diploma or GED and similar experience preferred.
• Enthusiasm about being a member of a team developing a major new art venue with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality.
• Ability to use good judgment.
• Ability to lead a team while continuing to perform Guest Experience Associate tasks as needed.
• Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
• Ability to multi-task.
• Ability to be a team player.
• Ability to recognize customer service concerns and address professionally.
• Good command of general computer applications and basic math skills.

Work Experience:

• Minimum two years' experience in customer service or related industry preferred
• Prior experience working with computerized cash register system and ability to accurately balance a cash drawer preferred.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: In the work environment described below, position requires ability to communicate with others. Position requires utilizing a computer for prolonged periods of time and good eye/hand coordination. Vision abilities required by the job include close vision.

• Work Environment: The majority of work will be performed in the museum lobby environment. The noise level in the work environment is usually low to moderate. Evening and weekend work hours required.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States on your first day of work.

The Momentary is an equal opportunity employer committed to building and maintaining a culturally diverse workplace that is free of discrimination and harassment of any kind. We encourage women, minorities, individuals with disabilities, and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.