Guest Engagement Representative 1 - Museum of Science and Industry

About Us: The Museum of Science and Industry, Chicago is the largest and most interactive science museum in the Western Hemisphere. Chicago’s Museum of Science and Industry (MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. MSI’s mission – to inspire the inventive genius in everyone – is realized through its world-class exhibitions and engaging guest experiences. The Museum of Science and Industry provides programs and experiences that deepen the engagement of students and teachers in science and science-related disciplines, with a vision to inspire and motivate our children to achieve their full potential in the fields of science, technology, engineering and math.

We offer a creative, collaborative, and innovative environment for our employees. Our employees get great perks such as: benefits starting day one of your employment, free admission to MSI for family and friends, free admission to other museums, free parking in MSI’s garage and more! If you are equally passionate about our vision and want to be surrounded by a team of dynamic, smart and innovative people, the Museum of Science and Industry is the right place for you!

The Job: The Guest Engagement Representative 1 (R1) is responsible for providing excellent customer service through all interactions with guests. R1's will perform core operational functions in support of engaging and orienting Museum guests, including wayfinding and opening and closing of the museum for guest operations, in addition to facilitating and engaging guests in a positive, fun, and inclusive way, recommending event/show times to help build fun and amazing Museum experiences.

This is a part-time position working onsite at the Museum 3-4 full days per week and is a union-represented position (AFSCME Council 31). Please note the role requires weekend availability and occasional evening availability for special events.
 

Responsibilities

• Provide enthusiastic, world-class customer service as guests enter, navigate around the Museum, and as they leave by supporting the parking garage, payment and/or validation.
• Support guests by answering questions, providing effective resolution to issues that may arise, as well as giving directions, with the goal of enhancing the guest experience.
• Collaborate with team members to provide a safe, nurturing, and positive environment for all guests.
• Responsible for facilitating efficient and courteous cycling of groups through the Group Center lunchroom, including transporting lunches and cleaning lunch tables.
• Process registrations and provide administrative support for school field trips and other visitor groups for documentation and reporting requirements.
• Build relationships with Museum members and guests to encourage repeat visits.
• Participates in team meetings to create and discuss new sales tactics.
• Partners with Guest Experience to ensure real-time traffic flow is being communicated to ensure positive museum experiences.
• Perform ticket and membership sales and returns and process all ticketing transactions on the Museum’s ticketing system according to Museum policies and procedures; manage cash and credit card sales of tickets, memberships, and/or special events in a timely manner.
• Assist guests parking in the Museum garage and in the upkeep of the Garage facilities by performing regular checks and inventories on hardware, garage equipment, and ticket stock.
• Provide guest services such as coat check and wayfinding.
• Operate Giant Dome Theater film screenings.
• Perform cashiering duties, including balancing monies through ticketing system.
• Support Leadership team with stanchion set up/take down and maintaining department inventory.
• Other duties as assigned.

Qualifications

• High school diploma or GED and one (1) to three (3) years of related experience.
• Consistent good attendance, timeliness, and guest readiness​.
• Good people/interpersonal skills for dealing with guests and staff; communicates professionally and proactively and is able to create an open dialogue to uncover guest expectations and unrealized needs.
• Demonstrates strong customer service, problem-solving, and conflict-resolution skills.
• Strong teamwork, collaboration, and listening skills.
• Ability to multi-task and prioritize and satisfy the needs of guests and museum operations in a fast-paced environment.
• Knowledge of cash management principles and/or procedures.
• Positive attitude required: enjoy working with people in a fun, educational atmosphere
• Must be able and willing to work weekends and holidays, and some evenings.
• Must be able to move large groups of people from place to place in a courteous and efficient manner.
• Has the curiosity to learn Museum content and culture and is able to communicate that to guests in an engaging and inclusive way.
• Must be able to lift/carry up to 20-25 pounds, stand for up to 2 hours at a time, and move safely throughout the Museum campus.
• Ability to perform various functions such as standing, sitting, walking/moving across uneven surfaces, climbing stairs, lifting, pushing, carrying, seeing in varying light conditions, fine finger dexterity, and participating in some physical activities.
• Proficient computer skills and knowledge; must be comfortable with learning and using new software and hardware (computer and hand-held devices) in support of ticketing and membership needs.

Our DEAI Mission

The Museum of Science and Industry is committed to advancing diversity, equity, accessibility and inclusion across our workforce, experiences, and day-to-day operations. As MSI employees, we are each responsible for making the Museum a welcoming place externally for guests and internally for our colleagues within the scope of our roles.

MSI is an Equal Opportunity/Affirmative Action employer, which includes providing equal opportunity without regard to race, color, religion, gender, national origin, disability, or protected veteran status.

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