Careers

Closes at 5:00PM on December 10, 2021

POSITION SUMMARY:

The part-time Guest Services Associate provides a superlative customer experience for all First Americans Museum visitors, members and customers at FAMstore. Guest Service Associates perform a variety of functions, including selling admission tickets and memberships, checking in large tour groups, answering questions via phone or email, and selling items in the FAMstore. As the “face” of FAM to our visitors, the Guest Services Associate helps ensure a welcoming and positive experience for the museum’s diverse visitors. This role includes weekend and occasional evening shifts. 

KEY RESPONSIBILITIES:

• Accurately answers all visitor questions in-person, over the phone and email; checks and responds to phone messages or forwards to relevant recipient
• Assists with FAM events, activities and festivals
• Assists with office administration duties
• Attends to day-to-day FAMstore operations, including inventory and tidying up
• Checks FAM email regularly and stays up to date on all internal museum policies and processes
• Coordinates and provides direction to volunteers on duty
• Delivers mail to internal offices
• Engages all visitors in a culturally sensitive manner, in particular to Native community members and elders
• Ensures guest safety, including evacuation in case of emergency
• Ensures Guest Services locations are tidy, well-stocked with relevant and current visitor information material
• Makes FAMstore product recommendations and shares knowledge of featured artists and artisans with customers
• Operates cash register, process sales, count and balance drawer
• Performs point-of-sale transactions at Guest Services locations for museum admission, programs, events and/or memberships
• Proficient in Microsoft Office Suite (especially Word and Outlook); become proficient with Blackbaud Altru and Shopify software
• Promotes and process visitor memberships
• Promotes membership purchases and provides recommendations for membership types based on visitor need
• Promptly communicates Guest Service issues to supervisor with suggestions for continuous improvement
• Provides accommodations to visitors with disabilities
• Relays accurate information to visitors about FAM exhibitions, events and amenities

ADDITIONAL RESPONSIBILITIES:

• Attend relevant staff trainings and meetings to share updates, concerns and opportunities for continuous improvement
• Coordinates with learning and museum events staff to accommodate ongoing programming and rental events
• Report to each shift in a punctual manner with a positive attitude wearing a clean uniform
• Other duties as assigned

MINIMUM QUALIFICATIONS

EDUCATION AND TRAITS:

• Ability to anticipate customer service concerns and address them appropriately
• Ability to multi-task
• Basic math skills
• Communicative, proactive and solution-focused
• Enthusiastic about the museum’s mission and in serving our diverse audiences
• Excellent written and verbal communication
• High School Diploma or GED required; higher learning degree preferred with emphasis in hospitality a plus
• Patient and flexible with a focus on positive visitor experience
• Positive team attitude
• Proficient computer skills
• Punctual (this position requires weekend hours)

WORK EXPERIENCE:

• Minimum one year customer service or related industry required
• Prior experience working with a gallery, museum or cultural attraction preferred
• Prior experience using a point-of-sale or cash register system; can accurately balance a cash drawer

SUPERVISION:

• The Guest Services Associate reports to the Guest Services Manager and other personnel as directed by the Deputy Director or Director/CEO.

 GUIDELINES:

• The Guest Services Associate is to adhere to the policies and ethics of FAM at all times. He or she wears the museum lobby attire per policy and asks for assistance on any matters or answers to any questions not covered by this job description.

SERVICE:

• Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.

QUALITY MANAGEMENT:

• Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness.

ETHICS:

• Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

JUDGEMENT:

• Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision-making process. Makes timely decisions.

PLANNING/ORGANIZING:

• Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Sets goals and objectives. Organizes or schedules other people and their tasks. Develops realistic action plans.

PHYSICAL REQUIREMENTS:

• Dexterity enough to use a keyboard and telephone; occasional lifting, carrying, pushing, and pulling up to 50 pounds; may be subject to extended periods of walking, standing, sitting, reaching, balancing, bending, kneeling, handling, feeling, climbing, and twisting; and vision, speech, and hearing sufficient to perform the essential tasks. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Closes at 5:00PM on December 20, 2021

POSITION SUMMARY: 

First Americans Museum (FAM) seeks an experienced Guest Services Manager to ensure an exceptional customer service and hospitality for visitors of all backgrounds and ages to the museum.  Reporting to the Deputy Director the position continually improves the visitor experience by evaluating and effectively enhancing visitor services systems and procedures, as well as retail operations to build and strengthen earned revenue streams for FAM.  The position coordinates and supervises a team of Guest Services Associates, which includes scheduling, training, evaluating performance, and assisting with recruitment and hiring. Other duties include tracking, analyzing, and reporting visitor data; supervising daily opening and closing procedures in tandem with shift leads; and booking school tours and group visits to the museum. The position also works closely with restaurant, operations, security and events staff, and frequently collaborates with the Chief Operating Officer, Director, Institutional Advancement, and Learning Department staff to support programming. This position is critical to management of the Museum’s earned income through efficient admission purchases; accurate and comprehensive visitor tracking; membership purchases; and plays a lead role in the documentation of these processes in FAM databases. 

This position is often the first staff member with whom visitors interact, and must communicate knowledgeably and enthusiastically about exhibitions, programs, and other activities. The successful candidate will have exceptional customer service skills, the demonstrated ability to motivate and manage a team, extensive retail management experience, as well as excellent financial management and analytical skills. They must be able to positively represent FAM and engage with visitors and co-workers in a professional and cordial manner.  

DUTIES & RESPONSIBILITIES:

• Greet guests upon arrival and make them feel welcomed.

• Demonstrate hospitality with proper cultural protocols to the museum’s diverse visitors, including First American elders and tribal leaders
• Develop and manage systems to ensure that both visitors and members are admitted to the museum in an efficient and welcoming manner. Work with Museum security staff, or as needed with relevant museum staff, to resolve visitor concerns
• Develops and manages systems to respond to visitor inquiries via email, website or phone
• Clearly communicate information about FAM policies and programs to visitors
• Facilitates the scheduling of school tours and adult group visits in cooperation with the Learning Department
• Work with security and programming staff to facilitate crowd control during busy hours, special events, and programs
• Work with learning staff to implement and evaluate resources for self-guided groups to enhance their learning experience at FAM and assist with crowd control
• Work closely with the Marketing & Communications staff to promote the institution’s broad array of exhibitions, education and family programs to visitors
• Train Guest Service Associates to provide accessibility accommodations to visitors as required by law; implement systems to make the museum more accessible to visitors with disabilities
• Oversee admissions desk during Museum open hours, greet visitors, sell tickets and promote memberships
• Fulfill allpoint-of-sale system functions, financial reconciliations and deposits related to daily admissions 
• Maintain/update POS software for admission, ticketing and membership, and others
• Recruit, hire, train and manage part-time Guest Service Associates
• Manage opening hours staffing schedule and daily priorities
• Tracks attendance and provides monthly reports, and invoicing if necessary
• Report attendance figures and visitor comments to senior staff
• Prepare monthly reports on admissions
• Fulfill all POS system functions, financial reconciliations and deposits related to shop and admissions sales
• Perform other duties as assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degreeor equivalent work experience 
• At least two years’ experience in retail/guest services, preferably in a museum, cultural center or other similar organization
• Familiarity with and interest in First American art, culture and history 
• Demonstrated excellence in oral and written communication. Ability to interpret a variety of instructions, with keen attention to detail
• Excellent communication skills with the ability to relate to diverse audiences (age, abilities, cultures, etc.), with an emphasis on working with First American communities
• Demonstrated competency with point of sale and database systems, to include admissions, memberships, retail sales, and scheduling; experience with Blackbaud Altru a plus
• Ability to organize and manage the schedules and coverage of a team of part-time employees, continually monitoring logistics of front desk and program coverage
• Familiarity with financial reconciliation and spreadsheet software
• Experience with non-profit membership programs
• Proven track record in proper handling and ethical treatment of secure information
• Collaborative, professional, and crisis-resilient; able to make informed decisions quickly and calmly when a problem arises
• Availability to work weekends and holidays

SUPERVISION: 

This position reports to the Deputy Director or other personnel as directed by the Executive Director/CEO. 

GUIDELINES:

The Guest Services Representative is to adhere to the policies and ethics of FAM at all times. He or she wears the museum lobby attire per policy and asks for assistance on any matters or answers to any questions not covered by this job description.

SERVICE:

Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.

QUALITY MANAGEMENT:

Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness.

ETHICS:

Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

JUDGEMENT:

Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision-making process. Makes timely decisions.

PLANNING/ORGANIZING:

Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Sets goals and objectives. Organizes or schedules other people and their tasks. Develops realistic action plans.

PHYSICAL REQUIREMENTS:

Dexterity enough to use a keyboard and telephone; occasional lifting, carrying, pushing, and pulling up to 50 pounds; may be subject to extended periods of walking, standing, sitting, reaching, balancing, bending, kneeling, handling, feeling, climbing, and twisting; and vision, speech, and hearing sufficient to perform the essential tasks.  The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Closes at 5:00PM on December 20, 2021

POSITION SUMMARY:

First Americans Museum (FAM) seeks a highly organized candidate with excellent people skills for the position of Events Coordinator. The Events Coordinator assists the Events Manager with clients, volunteers, and museum staff to plan, organize, and implement events at the Museum including private, in-house, and affiliate group functions.  Key responsibilities include meeting with clients, booking their event, working with catering team, collecting payments, and closing out events.  The Events Coordinator will have tremendous patience when dealing with clients with enthusiasm and poise. Successful candidates provide optimal customer service and ensure the safety and satisfaction of each client.

DUTIES & RESPONSIBILITIES:

• Plan and/or schedule events, special events, and weddings held at the Museum.
• Help generate revenue to hit yearly goals by renting out spaces at FAM through private and/or public events.
• Coordinate, facilitate and execute events along with catering functions in conjunction with FAM’s food and beverage contractor.
• Collaborate with internal departments regarding FAM Events open to the public.
• Ensure that FAM website is up to date regarding the Events Department.
• Help pull up financial records and report to Events Manager for quarterly review.
• Must be able to talk to clients in person and give tours of the facility.
• Schedule events and communicate with other departments such as Food & Beverage, Security, Facilities, Education and FAM Store.
• Must be able to prioritize situations and handle in a smooth demeanor.
• Must be able to work evenings and weekends.
• Maintain records of billings and collections.
• Handle phone inquiries and drop-ins regarding museum rentals.
• Attend planning sessions to coordinate set-up and procedures.
• Maintain the museum’s inventory of equipment related to special events.
• Ensure food service contractor prepares the set-up of open bars for the clients including chilling of wine and beer and maintaining of all bar supplies during the event.
• Ensure food service contractor prepares the set-up of cash bars for clients including hiring bartenders and cashiers, purchase of bar setups, obtaining change and tickets for the evening, chilling wine and beer and maintaining bar supplies during the event.
• Prepare set-up sheets for Maintenance department for each separate event.
• Work with museum staff members to ensure the proper interdepartmental scheduling of museum events and meeting room space.
• Market the Special Events program to the public, including weddings.
• Supply pertinent information to the Visitors Services and Facilities/Custodial staff.
• Prepare the Special Events annual budget of projected expenses and income for the Museum Executive Team.
• Report monthly attendance breakdown to the Development department.
• Enforce all museum policies and regulations during events.
• Assist as required in related duties. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree preferred. (2+) years of experience in event planning and customer service is required.
• Minimum of two years of relevant experience required
• Prior experience working with events, customer service and sales
• Valid driver’s license and access to vehicle preferred.
• Enthusiastic about the museum’s mission and in serving our diverse audiences
• Knowledgeable about Native arts, culture and history—especially among the 39 tribes in Oklahoma today
• Patient and flexible with working events.
• Must be able to work evening and weekend events
• Positive team attitude

• Conflict resolution experience.
• Patience and good listening skills.
• Knowledgeable in the use of various types of office equipment including personal computers, copiers, phones, and intercom systems.
• Knowledge of the use of point of sales (POS) systems.
• Knowledge of the use of software applications including MS Word and Excel.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

SUPERVISION:

This position reports to the Events Manger or other personnel as directed by the Deputy Director or Director/CEO.

GUIDELINES:

The Events Coordinator is to adhere to the policies and ethics of FAM at all times. He or she wears the museum lobby attire per policy and asks for assistance on any matters or answers to any questions not covered by this job description.

SERVICE:

Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.

QUALITY MANAGEMENT:

Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness.

ETHICS:

Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

JUDGEMENT:

Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision-making process. Makes timely decisions.

PLANNING/ORGANIZING:

Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Sets goals and objectives. Organizes or schedules other people and their tasks. Develops realistic action plans.

PHYSICAL REQUIREMENTS:

Dexterity enough to use a keyboard and telephone; occasional lifting, carrying, pushing, and pulling up to 50 pounds; may be subject to extended periods of walking, standing, sitting, reaching, balancing, bending, kneeling, handling, feeling, climbing, and twisting; and vision, speech, and hearing sufficient to perform the essential tasks.  The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.