Front Desk Lead

Reports to: Assistant Director of Operations

Hours/Status: 20-25 hr./week; core schedule to include at least one weekend day; ability to flex from core for evening or weekend programs, museum events and other staffing needs.

Compensation: $15.50/hr

Description:

The Front Desk Lead will provide exceptional customer service and safety for visitors and will supervise and support Reception staff. Ensures museum policies and procedures are practiced including admissions, membership or other sales, safety procedures, cash handling and lobby maintenance. Tests and contributes input to department procedures and assists in training new department staff. FD Lead will also have an intermediate understanding of all Reservation programs, all locations and tour information. Other tasks that may be assigned as time allows may include department support work (ex: brochures or filing), Gift Shop, or other museum departments.

Essential Duties and Responsibilities:

The following duties ARE NOT intended to serve as a comprehensive list of all duties. Employee may not be required to perform all duties listed and may be required to perform other duties as assigned.

Front Desk

· Maintains thorough understanding of front desk operations, procedures, and systems

· Maintains excellent understanding of museum systems such as Square, Little Green Light and LatePoint

· Follows proper cash handling procedures

· Is front desk Person in charge (PIC)

· Performs Front Desk Opening/Closing duties as assigned

· Troubleshoots complex issues with ticket sales, program sales and refunds with the Assistant Director of Operations.

· Supports coordination of check in for programmatic events; parties, school tours, group visits, or events.

· Supports Front Desk receptionists as needed during training and busy days

· Recommends personnel actions as needed to Assistant Director of Operations for possible follow up counseling.

· Gives feedback for staff annual reviews.

· Actively works toward identified sales goals by processing admission, membership, and gift shop sales.

· Maintains thorough knowledge of membership program and sales

· Monitors all activity in the lobby area to ensure safety of guests and staff

· Ensures all visitors check in at the desk prior to entering museum exhibit galleries

· Reports all suspicious activity and persons to the Assistant Director of Operations

Customer Service

· Performs high level customer service daily

· Proactively greets visitors, explains Museum floor plan (including location of restrooms) and educates visitors about available membership and programming options.

· Ensures all visitors have an excellent experience in the public areas of the museum and supports museum programs occurring each day.

· Problem solves for unhappy customers within training parameters and know who to seek help from.

· Ensures multi-line phone system calls are answered by the third ring, routing calls to appropriate department and returning messages on the same day.

· Provides a clean and safe environment for guests and associates.

· Achieves high ratings from customers on feedback forms and social media reviews

Communication:

· Communicates with the management team for urgent situations/decisions as needed.

· Creates and maintains a positive, professional work environment by ensuring employee interactions with each other and with customers are professional and productive.

· Creates weekly Reports to Assistant Director of Operations citing department successes, challenges (and solutions), status of ongoing projects, identify support or clarify expectations as needed.

· Reads weekly front desk information on Slack and communicate as needed.

· Calls for assistance if needed.

· Regularly checks and responds to emails and phone messages in a timely manner.

· Participates in monthly all staff meetings and lead monthly department meetings in conjunction with Assistant Director of Operations and/or Executive Director.

Required Knowledge, Skills and Abilities:

· High School graduate or GED

· Some experience in retail or customer service.

· Cash handling experience is a plus.

· Excellent written and verbal communication skills.

· Excellent initiative and problem-solving skills.

· Point of Sale system experience is a plus.

· Proficiency in Microsoft Office Suite, Slack and G Suite

· Excellent project coordination skills; multi-tasking and prioritizing. Able to work independently with limited direction in a fast-paced environment with a great deal of flexibility.

· Must be reliable and detail oriented.

· Ability to work with individuals from a wide variety of ethnic, cultural and economic backgrounds.

· Ability to work in a team setting with a high degree of daily communication required. Must care about and value the viewpoints of the other team members and organizational mission.

· Ability to commute between Museums of the West locations - Museum of the West, Dinosaur Journey, and Cross Orchards

Physical Demands:

· Must be able to remain sitting at a desk for long periods of time.

· Must be able to type for extended periods of time

· Must be able to repeatedly sit and stand

· Must be able to lift up to 15 pounds

Museums of Western Colorado is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Job Type: Part-time

Pay: $15.50 per hour

Expected hours: 20 – 25 per week

Benefits:

• Employee discount
• Paid time off

Schedule:

• Evenings as needed
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Grand Junction, CO: Relocate before starting work (Required)

Work Location: In person