American Song Archives Guest Services Associate (Part-Time)

Description

About the American Song Archives: The American Song Archives (ASA) in Tulsa, Oklahoma 

is the home of the archives of Bob Dylan, Woody Guthrie, Phil Ochs, Tom Paxton, Cynthia Gooding and many other archival and library collections. The ASA welcomes visitors from around the world to the Woody Guthrie Center (WGC) and Bob Dylan Center (BDC)—located in Tulsa’s vibrant Arts District and adjacent to the historic Greenwood District—and hosts academics and writers who utilize the archives for scholarly research.

Position Purpose

The American Song Archives Guest Services Associate—Part Time reports to the American Song Archives Guest Services Senior Manager. This position provides in-person welcome, information and support to WGC and BDC guests and visitors, upholding professional, courteous and friendly customer service as befitting these two world-class institutions.

Requirements

Responsibilities

Shifts and Meetings

• Work shifts as scheduled and assigned at both Centers; weekly hours to vary between 0 and 30 depending upon needs
• Work at reception desks, retail spaces and circulate throughout Centers as directed by supervisor during shifts
• Work shifts for special events and facility rentals, including after-hours and occasional off-site programs, as scheduled
• Attend and participate in regularly scheduled front-of-house staff meetings, some of which are during closed hours

Guest Experience

• Act as steward of the WGC and BDC brands, upholding guidelines and standards
• Follow Customer Service handbook
• Uphold established standards for greeting all guests warmly, informing them of Center rules and procedures, including use of audio guides and other technical components, and assist throughout their visits as needed
• Greet guests and visitors as they enter the Centers, assist with wayfinding
• Check membership cards, sell tickets and provide visitor orientation
• Promote Center memberships, upcoming events and other visitor opportunities
• Answer visitor questions and/or refer to colleagues for accurate information and additional service
• Answer phone at reception desks, provide information as requested
• Assist in tracking and communicating guest questions and feedback regarding visitor experience, exhibition content, interactive displays and other aspects of Center visits
• As directed, welcome VIPs and tour groups to the Centers, and notify members of the Executive Team as needed regarding visitors requiring special handling
• Handle cash and credit/debit card transactions for ticket, membership and merchandise sales
• Assist with gift-shop purchases and maintain product knowledge

Student Groups

• As directed by and in collaboration with Education Manager and other Education department staff, welcome student groups into Centers
• Follow established procedures for checking in students and educators, dividing large groups into smaller units and directing group orientation and flow through Centers
• Following provided procedures and trainings, lead tours of Centers and exhibitions for students and educators, and engage in educational activities

Data and Inventory

• Uphold established transactional procedures including in-person ticketing, membership and product purchases, utilizing Shopify and other means of payment processing
• Work with Tessitura to ensure accurate processing and tracking of ticket sales and memberships
• Maintain data records, including admissions numbers, tours and student engagement 
• Assist with gift shop inventory, and communicate any inventory issues or feedback on products or transactions to supervisors, as needed 

Facilities Maintenance

• Uphold established standards for maintaining lobbies, reception desks, gift shops, restrooms and other public spaces at both Centers
• Keep reception desks and display areas stocked with brochures and other materials
• Uphold established standards for daily opening procedures and ensure that all exhibitions and displays are functioning properly, consulting with Technical Lead as needed
• Uphold established daily closing procedures, including exhibition and display shut-offs, sales reconciliations and security systems
• Perform other duties as assigned by supervisors

Requirements

Education and Experience

• High school diploma or equivalent, with some college coursework preferred
• Minimum one year of retail and/or customer service experience
• Basic computer skills
• Experience using Tessitura or other ticketing/donor database preferred

Skills and Abilities

• Professional, courteous and friendly customer service and interaction
• Ability to remain calm and friendly under pressure
• Follow directives from supervisors while also acting independently in response to ever-shifting visitor traffic and requests
• Consistent accuracy, organization and attention to detail in ticketing and sales transactions
• Strong written and verbal communication skills, in-person and via phone and email
• Strong problem-solving and interpersonal skills
• Comfortable working with diverse constituents and populations
• Ability to stand and move around Center spaces for extended periods
• Ability to lift and move up to 20 pounds of sales merchandise, as needed
• Comfortable giving exhibit tours and speaking before the public

Hours and Location

• This is an in-person position based in Tulsa, Oklahoma
• Must be available to work onsite Wednesday–Sunday, various hours 9:30am–6:30pm
• Must be available to work weekends, select holidays and after-hours shifts, as needed