GUEST SERVICES LEAD | Apply by December 30, 2024
POSITION SUMMARY
The Guest Services Lead is responsible for overseeing the daily operations of the guest services team while delivering exceptional customer service at the First Americans Museum. This position ensures a welcoming environment for all visitors, First American elders, and tribal leaders. The Guest Services Lead assists the Guest Services Manager with team coordination, guest interactions, and operational duties, stepping in as the “Manager on Duty” when necessary. The role includes supervising staff, addressing guest concerns, and ensuring the smooth operation of front desk services, membership processes, and visitor satisfaction.
DUTIES AND RESPONSIBILITIES
- Guest Engagement & Service: Ensure all guests are greeted warmly, provided with clear information about exhibits and services, and assisted with general and specific requests. Maintain enthusiasm and poise when addressing guest inquiries, whether in person, via phone, or email.
- Leadership & Supervision: Oversee Guest Services Associates, ensuring they are equipped with the knowledge and resources to assist visitors. Provide leadership, training, and support to the team, ensuring smooth front desk operations and consistent customer service.
- Conflict Resolution: Diffuse tense situations with guests or vendors, using patience and strong interpersonal skills. Ensure issues are addressed calmly, professionally, and promptly, providing excellent service even during stressful interactions.
- Operational & Administrative Support: Assist with the day-to-day operations of guest admissions, membership services, and administrative duties, including managing phone and email inquiries and coordinating with other departments, such as security and event staff.
- Crowd & Facility Management: Work closely with security staff to maintain an orderly flow of visitors, ensuring safety protocols are followed, and assisting with emergency evacuations when necessary. Help manage the lobby area during peak hours and special events.
- Financial Management: Oversee the operations of the point-of-sale system for admissions, ticketing, and membership transactions. Ensure accurate financial handling, including deposits and reconciliations.
- Training & Development: Provide ongoing training for Guest Services Associates and to ensure they are knowledgeable about current exhibitions, programs, and museum services. Promote a culture of continuous learning and improvement.
QUALIFICATIONS
- High school diploma or GED with relevant hospitality or customer service. Work experience preferred.
- Minimum of three years in a customer service environment, preferably within a museum, cultural center, or similar organization. Supervisory or leadership experience required.
- Strong interpersonal and communication skills, including the ability to manage a team and interact with a diverse range of visitors.
- Patience, problem-solving skills, and the ability to manage difficult or emotional situations.
- Proficiency with office equipment, computers, phones, and point-of-sale systems. Experience with Roller is a plus.
- Ability to train and motivate a team and support the development of new processes and improvements.
SUPERVISION:
The Guest Services Lead reports to the Guest Services Manager.
GUIDELINES:
The Guest Services Lead is to adhere to the policies and ethics of FAM at all times. Employee shall wear the Guest Services uniform as per policy and asks for assistance on any matters or answers to any questions not covered by this job description.
SERVICE:
The Guest Services Lead Supervisor is responsible for overseeing the daily operations of the guest services team while delivering exceptional customer service at the First Americans Museum.
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check.
We Are FAM
One Place, Many Nations
In one place, visitors experience the collective histories of 39 distinctive First American Nations in Oklahoma today. First Americans Museum shares the cultural diversity, history, and contributions of the First Americans.
FAM Land and Peoples Acknowledgement
First Americans Museum (FAM) honors the ancestors who lived here before it was Oklahoma.
We honor the indigenous people who inhabited these lands before the United States was established. They include the Apache, Caddo, Tonkawa, and Wichita. We also honor those tribes who have a historical relationship to this region, including the Comanche, Kiowa, Osage and Quapaw. We acknowledge the Muscogee (Creek) and Seminole who were once assigned the land upon which FAM resides.
Today, 39 distinct tribal nations reside in Oklahoma. We are as diverse culturally and linguistically as the nations on the European continent.
We are not in Oklahoma by choice. Many of our peoples were forcibly removed and relocated from the far reaches of the contiguous United States. After nearly 200 years, our histories and cultural lifeways are now interwoven into this landscape.
The Choctaw people call this land Okla Homma. Okla Homma means “red people”, the place we now call home.
Our National Story
Only a few tribal Nations were indigenous to what is now the State of Oklahoma. All others were removed from homelands across the contiguous U.S. to Indian Territory. In 1907 Oklahoma became the 46th state to enter the union. The state’s name comes from two Choctaw words “Okla” and “Homma” meaning Red People.
Our Mission
To serve as a dynamic center promoting awareness and educating the broader public about the unique cultures, diversity, history, contributions, and resilience of the First American Nations in Oklahoma today.
Our Core Values
RESPECT
Acknowledge and celebrate the worth of all peoples.
RECIPROCITY
Promotes the mutual exchange of knowledge, ideas, and perspectives.
RELATIONSHIPS
Strengthen connections with our local, regional, and global communities.
RESPONSIBILITY
Educate the broader public and foster truth-telling.
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.
EQUAL OPPORTUNITY EMPLOYER:
First Americans Museum provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.