Associate - Guest Experience Operations

Job Description:

Position Title: Associate, Guest Experience Operations 

Position Type: Full-Time

FLSA Classification: Non-Exempt 

Division: Operations 

Department: Guest Experience Operations

Reports to: Supervisor, Guest Experience Operations

Compensation: $15.50/hour

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary:

The Associate, Guest Experience Operations provides outstanding customer service throughout both our institutions to all guests, members, and staff. This includes ensuring the safety and wellbeing of all guests, staff, artwork, and property; admission and membership-related activities, greeting guests at ticketed venues and gallery spaces, serving as a resource for guest and member questions, and being an ambassador, whose goal is to exceed the guest’s expectations during a visit. Associates are responsible for safeguarding the museum's assets, property, guests, and staff by enforcing museum policy while ensuring a world class guest experience. Associates perform these functions at various locations including all lobby entrances, exhibitions, venues, gallery spaces, and performance entrances across Crystal Bridges and The Momentary. This role consists of between 20-30 hours weekly, including evening and weekend hours. Some work includes staffing the outdoor venues and spaces.

Principal Responsibilities:

• Provide excellent customer service to all members, guests, and colleagues throughout Crystal Bridges and the Momentary, including outdoor areas and gallery spaces. This role includes evening and weekend hours.
• Circulate frequently through scheduled posts (both inside and outside the buildings) to serve as the primary contact for guests while ensuring the safety and wellbeing of all guests, staff, artwork, and the property.  
• Interact directly with guests and members throughout the institutions to process their admissions, sell and renew memberships, answer questions, and serve as a resource during their visit.
• Relay information to members and guests about the current and future exhibitions, events, programs, and amenities.
• Observe and report criminal activity, fire, and safety hazards in public and non-public spaces at all times.
• Reports all suspicious conditions or persons; provide descriptions of violators of Museum policies; report accidents, injuries, and/or hazardous conditions immediately.
• Circulate frequently through scheduled posts (both inside and outside the building) to deter acts of vandalism, theft or negligence and ensure guest safety; remain alert and watchful.
• Become proficient with the ticketing software program, ticket scanners, and admission tablets used for ticketing and tracking guest information and to conduct transactions.
• Assist guests with visit and ticketing options, suggest suitable alternatives when conflicts arise.
• Stay informed on new and current information regarding institutional offerings, products, policies, as well as software and ticketing systems.
• Balance individual (own) cash drawer at the end of each shift and always follow cash handling procedures to ensure accurate accounting of all revenue.
• Assist the Supervisors and management to research and successfully resolve guest services issues.
• Maintain an organized appearance of all post locations and ensure that all materials and information displayed are current and well stocked.
• Assist with Guest Experience Operations oriented tasks during performances, events, previews and at other times as requested.
• Handle evacuations and difficult situations according to the Museum policy.
• Provide escorts for individuals going through the galleries before and after museum hours as directed by Department Leadership.
• Drive company vehicles including shuttles, golf carts, etc.
• Handle evacuations and difficult situations according to Museum policy.

Additional Responsibilities:

• Attend necessary staff meetings and become familiar with museum buildings, grounds, and community to provide appropriate information and direction to guests.
• Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
• Perform all other departmental duties as assigned within the scope of responsibility and skills required for the job.

Qualifications and Skills:

• High School Diploma or GED and similar experience preferred.
• Driver’s license is required, and you must be an insurable driver.
• Enthusiasm about being a team member at a new major performing arts venue with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality. This role includes evening and weekend hours.
• Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
• Ability to multi-task and be a team player.
• Ability to use good judgement.
• Ability to recognize customer service concerns and address professionally.
• Good command of general computer applications and basic math skills.
• Minimum 6+ months of experience in customer service, security, or related industry preferred.
• Prior experience working with computerized cash register system and accurately balance a cash drawer preferred.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: Position requires working throughout Crystal Bridges and the Momentary spaces for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Ability to stand and walk for a minimum of three hours without a break. Position requires utilizing a computer for prolonged periods of time with good eye/hand coordination. This position requires visual acuity to review written materials, observe large crowds, and provide detailed descriptions is required for this job.
• Work Environment: The majority of work will be performed in the Momentary and Crystal Bridges spaces with some outdoor assignments. This includes working in adverse weather conditions such as extreme temperatures, rain, sleet, and snow. Position requires individuals to work in galleries that may have flashing lights and loud noises. Additionally, strong communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors, volunteers, and staff. Museum communications devices (radios and earpiece speakers) will be utilized.
•  Position requires ongoing flexibility in work hours due to events, staffing needs and other factors.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States on your first day of work.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a culturally diverse workplace that is free of discrimination and harassment of any kind. We encourage women, minorities, individuals with disabilities, and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.