Guest Services Team Member, Part-time

About Chicago Children’s Museum: Chicago Children’s Museum (CCM) is committed to improving children’s lives by creating a community where play and learning connect. We embrace creativity and collaboration, we never stop learning, and we remember to stop and play along the way. CCM’s staff is a dedicated group of curious individuals who embrace the playful spirit of childhood. Every employee is empowered to reach their potential and recognized for the impact they have on our organization, visitors, and the community we serve. Over its 43-year history, Chicago Children’s Museum has provided innovative exhibits, arts programs, STEM experiments, imaginative play, and more to over 11 million children and their caregivers. Located at Navy Pier, the museum is intentionally designed for experimentation, creativity, and the universal pursuits of childhood. CCM focuses on accessibility, inclusion, and learning for all children, ensuring valuable and memorable experiences for all visitors.

General Description: The Guest Services Team Member provides excellent customer service for Chicago Children's Museum's (CCM) daily admissions and member operations. They contribute to the museum's overall revenue and attendance goals by implementing efficient, safe, and welcoming admittance processes and sales techniques.

Principal Job Duties and Responsibilities:

• Welcomes guests and members to CCM through the admission and membership desk, following set policies and practices established by CCM.
• Adheres to cash handling policies and controls set forth by CCM; ensures balanced cash drawer and accurate documentation and reports at close of shift.
• Maintains thorough and up-to-date knowledge and practice of CCM’s policies and procedures as it relates to Guest and Member Services
• Maintains thorough and up-to-date knowledge of CCM’s experience and program offerings within the museum and shares with guests.
• Maintains thorough and up-to-date knowledge of CCM’s current promotions/coupons and accurately processes in database(s)
• Resolves guest and member customer service issues in person and via phone and email in coordination with the Supervisor and the Manager.
• Assists with the opening and closing of admissions and membership stations, including resetting the environment and other related tasks as assigned.
• Applies sales techniques to meet admissions and membership attendance and revenue goals.
• Conduct all established health and safety protocols to ensure that museum spaces remain safe, clean, and healthy for visitors.
• Manage visitor traffic flow and exhibit capacity, including managing visitor cuing and check-in to exhibits where appropriate and/or including emergency situations.
• Proactively engages in operational upkeep during non-peak hours, including data clean-up and other tasks that sustain the integrity of GS workflows.
• Supports the museum’s work in diversity, equity, access and inclusion (DEAI) and actively ensures that DEAI principles are upheld in all work with fellow staff and with visitors.
• Actively participates in required team trainings and staff meetings.

Position Qualifications:

• High School Diploma or equivalent
• Must have 1 - 2 years of cash handling and customer services experience (this includes relevant paid and unpaid work/volunteer/community work).
• Knowledge of Ventrata or comparable ticketing software a plus.
• Positive and outgoing personality who enjoys dealing with individuals from a variety of backgrounds, abilities, experiences, perspectives, both guests and team members
• Able to handle multiple tasks simultaneously, in a fast paced, multi-faceted environment.
• Enthusiasm for learning and mastering new skills on an ongoing basis; willingness to be informed/certified/trained through institution-offered courses and to work within Diversity, Equity, Access, Inclusion (DEAI) frameworks and actively engage in learning about these frameworks.
• High attention to detail.
• Great communication skills, both verbal and written.
• Proactive approach to problem-solving
• Responsive and reflective to direction and feedback; ability to work without constant supervision and within a team.
• Proficient with Microsoft Office programs, particularly Word and Excel or willingness to learn.
• Open schedule availability: must be able to work evening and/or weekends.

Physical Requirements of the Position:

• Stamina and physical endurance to stand on the museum floor all-day long, maintaining quality interaction with museum staff and visitors. Crawling and climbing of exhibit structures. Bending, lifting, and reaching is required to access supplies. Push, pull and lift up to 40 pounds.
• Repetitive friendly and courteous communication while engaging with visitors and staff and speaking loudly over crowds.
• Adequate use of PA system and communication radios.
• Ability to work-in and withstand loud/crowded spaces.
• Dress Code required. Uniform polo shirt(s) provided.

Hours & Pay: This is a part-time/non-exempt position, working an average of 15-24 hours per week including at least 1 weekend day. The pay rate for the position is $18.03/hour. Chicago Children's Museum pays a .50 pay differential per hour for individuals hired that pass bilingual Spanish/English assessment. This position accrues Chicago Paid Time and Chicago Sick Time consistent with law.