Job Type Full-timeDescriptionAt Westminster College, we believe in immersive and enriching experiences that inspire creative thinking and problem solving. We believe in creating opportunities for several different paths to success over a lifetime and the potential to make animpact from wherever you are. For our students, we do this by providing real-world, hands-on learning opportunities, small class sizes, and talented professors dedicated to the individual. Our employees often remark that our tight-knit community creates an atmosphere fostering campus involvement that adapts to all interests. As a result, Westminster continues to be recognized for its excellence in higher education as one of the best small liberal arts colleges in the Midwest.The Coordinator of Guest Services plays a pivotal role in ensuring a positive and memorable experience for visitors to America's National Churchill Museum. This role involves overseeing and managing various aspects of guest services including ticketing, information dissemination, visitor engagement, tours, and ensuring a smooth flow of operations within the museum. This role will also oversee the gift shop to include inventory control, sales tracking, and appearance. The coordinator is responsible for leading a guest services team consisting of part-time employees and students, fostering a welcoming atmosphere, and contributing to the overall success of the museum's mission to educate, inspire, and entertain visitors.RequirementsEssential Functions:
- Visitor Engagement:
- Scheduling weekly coverage and monitor the coverage.
- Greet and welcome visitors to the museum, providing a warm and inviting atmosphere upon entry.
- Answer visitor inquiries, provide information about exhibitions, events, and museum amenities.
- Offer guidance on the museum layout, highlighting key points of interest and assisting with wayfinding.
- Ticketing and Admissions:
- Oversee ticketing operations, ensuring efficient and accurate processing of admission fees.
- Train and supervise staff members responsible for ticket sales, memberships, and group reservations.
- Maintain up-to-date knowledge of admission rates, special offers, and membership benefits.
- Team Leadership:
- Recruit, train, and manage a team of guest services representatives.
- Set clear expectations, provide ongoing feedback, and organize regular weekly team meetings.
- Foster a collaborative and customer-focused work environment.
- Information Dissemination:
- Develop and maintain a comprehensive understanding of current and upcoming exhibitions, programs, and events.
- Disseminate information to visitors, both in-person and through digital platforms, ensuring accuracy and consistency.
- Conflict Resolution:
- Address visitor concerns, complaints, and conflicts in a professional and empathetic manner.
- Work to resolve issues promptly and escalate matters as necessary.
- Visitor Services Enhancement:
- Collaborate with other college units and services to identify opportunities for enhancing visitor experiences.
- Provide input on visitor feedback and contribute to the continuous improvement of guest services.
- Accessibility and Inclusivity:
- Ensure that the museum is accessible and welcoming to all visitors, including those with diverse backgrounds and needs.
- Implement strategies to accommodate visitors with disabilities, language barriers, and other special requirements.
- Collaboration and Communication:
- Coordinate with other college units and services, including academic, security, and facilities, to ensure seamless operations.
- Communicate effectively with staff, volunteers, and external partners to promote a unified guest services approach.
- Record Keeping and Reporting:
- Maintain accurate records of visitor statistics, feedback, and other relevant data.
- Generate regular reports on visitor trends and feedback for management and strategic planning purposes.
- Ensure daily receivables are accurately reported and provided to the Business Office as directed.
- Gift Shop Oversight:
- Maintain accurate records of gift shop items through proper inventory management.
- Ensure the gift shop is fully stocked and organized to maximize sales opportunities.
- Ensure online orders are completed in a safe and timely manner.
Job Requirements: Education: Bachelor's degree from an accredited college or university in Hospitality Management, Arts Administration, Museum Studies, or a related field; OR equivalent experienceExperience: Previous experience in customer service, guest relations, or front-line operations, preferably in a museum, cultural institution, or hospitality setting. Skills:
- Strong interpersonal skills and the ability to communicate effectively with diverse audiences.
- Leadership and team management experience, with the ability to motivate and develop a team of guest services representatives desired. Training will be provided.
- Knowledge of museum operations, exhibitions, and programs, and a genuine passion for art, culture, and history.
- Proficiency in using ticketing and point-of-sale systems, as well as basic computer software.
- Exceptional problem-solving and conflict resolution skills.
- Adaptability and the ability to thrive in a fast-paced, dynamic environment.
Benefits:
- Medical, dental, and vision options
- Health Savings Account and/or Flex Spending Account
- Supplemental options: Short-term disability, Hospitalization, Accident, and Critical Illness
- Stand-alone EAP program
- Life, AD&D, and long-term disability
- Retirement 403(b) plan
- Tuition remission or exchange programs
- Sick and Vacation time
- Paid Holidays (15+ each year)
Westminster College encourages and gives full consideration to all applicants for admission, financial aid, and employment. The College is committed to creating a diverse environment and is proud to be an equal opportunity employer. The College does not discriminate in access to, treatment of, or employment in, its programs and activities on the basis of race, color, age, religion, sex, gender, sexual orientation, gender identity or expression, national or ethnic origin, citizenship, veteran status, marital status, disability, or genetic information. Inquiries about compliance with this prohibition should be directed to: Associate Vice President & Chief HR Officer/Title IX Coordinator 501 Westminster Ave, Washington West, 2nd floor Fulton, MO 65251 ...@Westminster-mo.edu 573-###-#### Salary Description Non-Exempt