Operations Representative

Operations Representative - 207

Museum of Science, Boston

SUMMARY STATEMENT:

The Operations Representative is a proactive, energetic team member critical to our commitment to providing guests with a positive and memorable experience at the Museum of Science! The Operations Representative provides welcoming guest service while conducting admission and/or operational duties in several key, high-profile areas of the museum including the Exhibit hall entry, Mugar Omni Theater, 4D Theater, school group check-in and logistics, and special exhibits. Participate in the Guest Service Program to support the Museum's commitment to providing our guests and colleagues with a welcoming and comfortable environment: The Guest Service Orientation (Mandatory) The Guest Service Experience

• The Guest Service Orientation (Mandatory)
• The Guest Service Experience

RESPONSIBILITIES:

• Provide excellent service, accurate information, and helpful assistance to guests in a courteous, upbeat, professional, and welcoming manner. Listen to and address the needs of guests and resolve service issues promptly and helpfully, seeking assistance from colleagues and supervisors as needed. Serve as a positive representative of the Visitor Services Department and the Museum. Ensure all communications and work consistently meet our service promise to deliver a welcoming, comfortable, world-class, Museum experience.

• Admit guests to venues including Exhibit Halls, 4D Theater, Omni Theater, and Special Exhibits. Scan and/or check tickets, memberships, and other forms of admission at entrances, maintain accurate counts to control capacity as required, and enforce related policies and procedures to provide efficient and welcoming admission processing to guests.

• Operate the Omni Theater to ensure a quality experience for guests as well as to ensure that all safety protocols are being followed. Ensure that the theater is clean, and equipment is working. Report any maintenance or technical issues to Visitor Services and 4D management to ensure a satisfactory experience for all guests. Testing and providing accessibility equipment to guests as requested.

• Conduct 4D Theater operations including theater load in and out, show operation, and quickly turning the house which includes wiping down all seats between shows. Clean and restock 3D glasses, monitor that effects are operational, and formally report any issues to Visitor Services and 4D management to ensure a satisfactory experience for all guests.

• Ensure visiting school groups have a successful visit by confirming the number of guests for payment processing; providing information and imparting policies, rules, and special instructions to head teachers and chaperones; collecting, organizing, and securing belongings to ensure a smooth, efficient, and welcoming experience. Oversee the school group lunch rotation autonomously, ensuring schools receive their items and enter and exit the lunch area in an organized, timely fashion.

• Assist in evacuating visitors from the building during emergencies calmly and helpfully.

• Engage in the Museum's OKR and training programs as applicable.

• Perform other work-related duties as required by the Manager.

WORK SCHEDULE:

This position is regular, full-time.

Monday-8:30am-5:15pm, Friday-9:30am-5:15pm, Saturday-9:30am-5:15pm, Sunday-8:30am-5:30pm

REPORTS TO:

Director, Visitor Services

MINIMUM QUALIFICATIONS:

• Education: High school diploma or equivalent.
• Experience: 6 or more months of customer service experience.
• Demonstrated customer service and communications skills.
• Experience in high guest volume, fast-paced settings.
• Demonstrated attention to detail.
• Proven experience in multi-tasking in a calm and efficient manner
• Proven success working independently.
• Ability to match guest interest to Museum offerings and effectively up-sell additional offerings to meet sales goals.

STARTING SALARY:

Non-Exempt (Hourly) - $17/hour

BENEFITS:

Benefits for full-time, non-exempt (hourly) staff include: free parking, T accessibility, commuter spending account, 15 vacation days, 12 holidays, 10 sick days, medical, dental, and vision insurance, short- and long-term disability, life insurance, retirement and savings plan, health care/dependent care flex spending plan, a Museum membership, employee discounts, employee referral program, tuition assistance, professional development, direct deposit, free admission, free Duck Tours, discounted movie passes, and much more!

The Museum of Science is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.

NO PHONE inquiries, please. Qualified applicants will be contacted within two to four weeks of initial application