Guest Services Representative

The Role

Coordinates customer service work of student, co-op, and part-time staff at the Ken Seiling Waterloo Region Museum (KSWRM) in admissions, gift shop, and food kiosk. When covering breaks, or as a result of staffing issues, provides customer service to guests by answering inquiries and selling admissions, food products, and gifts. 
 

Duties/Responsibilities

• Coordinates admission sales; monitors cash reconciliation; collects deposits and secures in museum safe. Troubleshoots and assists with Point of Sale System (POS) issues. When providing coverage, sells admission tickets, receives payments, completes end-of-day reconciliation, prints reports, and handles deposits. 
• Assists in the self-serve food service area, including food sales, quality control, cleanliness, safe food handling practices, waste controls, and restocking. 
• Assists in the gift shop, including sales, merchandising and restocking. Inventories stock on a continual basis by manually counting and recording through POS system. Maintains pre-established stocking levels. 
• Checks to ensure food service area and gift shop are operated appropriately, cleaned, and maintained in good working condition. 
• Assists with event set-up and exhibition openings, including table and chair set-up and tear-down, clearing and cleaning plates and dishes, staffing reception table, assisting caterer with special requests, greeting and guiding incoming guests, and light housekeeping duties. Assists to set up and operate projection and audio visual equipment for special events, and acts as the on-site point of contact for conveners and event hosts, as required. Uses event booking software to print reports. 
• Participates in food services and gift shop planning meetings. Provides feedback regarding customer purchasing habits in the area of food services and the gift shop and makes recommendations for new products, cost savings and efficiencies to supervisor.
• Answers the phone, determines customers’ needs, and responds to general inquiries regarding museum events, programs and hours of operation. Orients guests to galleries and site, as required. Promotes the products and services offered by the museum and provides specific details as required.
• Responds to guest complaints and requests, as needed. Makes service recovery gestures in accordance with established guidelines. Routes inquiries to appropriate staff. 
• Completes opening and closing shift duties, including securing buildings and grounds, and communicates outstanding guest requests or issues to management for monitoring or follow-up.
• Performs some of the duties of the Supervisor in their absence (e.g., scheduling daily tasks of students, liaising with onsite contracted services). 
• Maintains the Guest Services employee procedural guide and orientation programs, and trains seasonal Guest Services staff, under the supervision of the supervisor. 
• Oversees daily cash floats for admissions, gift shop and food services ($2,000 average). 
• Backs up Guest Services Assistant (Museums). 
• Performs other related duties as assigned.
   

Knowledge, Skills, and Abilities

• Thorough practical knowledge of customer service, point of sale systems, cash handling, public speaking, and food/retail services, normally acquired through the attainment of a 1 year certification in hospitality, business or visual merchandising, plus 2 years of related retail, hospitality or food service experience. 
• Knowledge of safe food-handling procedures.
• Knowledge of retail operations (e.g., purchasing, inventory control, merchandising). 
• Ability to comply with policies, procedures, and relevant legislation (e.g., privacy, accessibility).
• Analytical, research, and organizational skills to analyze, interpret, and apply relevant Regional and departmental policies, procedures, and standards; conduct basic research on customer experiences (e.g., customer surveys). Problem solving skills to respond to urgent and sensitive issues (e.g., last-minute changes to event setup, full parking lots, broken food-preparation equipment). Ability to work independently or as a team member to complete projects and resolve competing demands.
• Human relations, communications, and presentations skills to promote the museum and interact with diverse visitors; respond to inquiries and requests, using tact and diplomacy; listen and probe for additional information to assist visitors; explain programs and services to potential visitors; and participate as an effective team member. 
• Computer skills, using software such as Microsoft Office, an event booking system, and point of sale system.
• Ability to read inventory sheets, cash reports, and emails from a diverse audience. Ability to write emails, record inventory and stocking levels; and respond to written inquiries from visitors.
• Ability to set up and operate audiovisual equipment (e.g., projector, laptop, microphone). 
• Valid Emergency First Aid certification with CPR and defibrillator training or ability to obtain within a reasonable time of hire.
• Ability to work weekends, evenings and statutory holidays as part of a set schedule. Acts as a weekend “Coordinator-on-Duty” every other weekend, adjusting staff schedule of the day, leading morning and end-of-day meetings, leading the resolution of customer service issues, and ensuring all staff, volunteers, and visitors follow safety procedures in the event of an emergency. 
• Must provide an acceptable Police Records Check to prove bondability.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.