Guest Service Agent Jobs

Guest Service Agent - The Mob Museum

Position Overview:

Guest Service Agents are responsible for a wide variety of public-facing initiatives geared towards facilitating and enhancing the overall guest experience. These initiatives include: ticketing operations, parking lot operations, souvenir photo operations, concessions and café operations, and general guest experience operations including sharing information on Museum events and programs, Las Vegas Downtown events, restaurants, entertainment, etc. Guest Service Agents may be assigned to some or all of such initiatives.

Major Tasks and Responsibilities:

• All Guest Service Agents
• Courteously answers any questions and resolves guests’ issues.
• Stays abreast of in-house exhibitions, educational programs, and related community events to keep staff and guests well informed.
• Other duties as assigned.
• Monitors and appropriately responds to conditions impacting the guest experience – crowd control, wayfinding needs, safety/security matters, etc.
• Participates in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.
• Proactively and energetically engages guests in a manner consistent with the Museum’s commitment to delivering a world-class guest experience, and exceeds minimum guest service standards as set forth in Museum’s operating procedures.

Box Office

• Obtains guest information for marketing purposes.
• Coordinates all box office activities including cash/credit handling.
• Processes in-person, phone and web ticket sales for general admission, Use of Force Experience and Crime Lab.
• Sells memberships, explaining program benefits to guests and answering questions.
• Informs guests of various ticketing options and guides visitors toward the right ticket type to meet their needs.
• Continuously monitors line queuing at the box office and ensure that all guests are serviced in the most efficient manner possible.
• Stays abreast of new discounts, offers, specials, and ticket broker relationships.
• Sells audio tours and other add-ons.
• Inputs data into the POS system.

Parking

• Creates a welcoming environment and sets the tone for guest experience upon arrival.
• Facilitates guest access to the Museum’s parking lot.
• Processes cash and credit transactions.
• Monitors parking area for any safety/security concerns, and reports such issues as necessary.

Souvenir Photo

• Maintains equipment to ensure proper function for quality guest photos.
• Achieves photo sales numbers in accordance with goals.
• Provides base-level troubleshooting of equipment in accordance with direction from Museum’s Technology department.
• Aids in generating revenue by encouraging guests to take souvenir photos in designated areas of the Museum.

Concessions/Cafe

• Maintains safe working conditions and sanitary work area.
• Coordinates all food and beverage (alcoholic and non-alcoholic) sales activities including upselling, cash/credit transactions, and data input into the POS system.
• Responsible for inventory control include restocking and disposal of expired product.
• Achieves sales numbers in accordance with goals.

Lobby Ambassador/Greeter/Podium

• Serves as an ambassador for guest engagement in the lobby/box office queueing area, answering guest questions, controlling line and guest crowding, assisting guests with understanding ticketing options, upselling add-on options, and expediting the ticket purchasing process.
• Facilitates storage and retrieval of guest luggage, audio tours, and wheelchairs on loan.
• Welcomes Museum visitors, following appropriate security procedures.
• At Podium, Elevator Landings, and other Museum locations, offers an engaging welcome, shares building history and facts, and orients guests during Museum visit.
• At Podium, processes broker and advance online sales, enabling guest to bypass ticketing windows.
• Provides access control, ensuring guests have wristbands, and unauthorized individuals are not admitted.

Experience / Qualifications / Requirements:

• Passion for creating a world-class museum that is unrivaled in content and recognized for a truly outstanding guest experience.
• Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives while maintaining positive guest relationships.
• Enthusiasm for working in an organization where flexibility, teamwork, and good humor are absolute necessities.
• Comfort with public speaking and guest engagement is required.
• Able to stand for prolonged periods of time.
• Outgoing and personable demeanor is required.
• Prior experience working with the public in a museum, cultural, or entertainment attraction is desired.
• Commitment to manifesting the Museum’s Core Values is required.
• Able to work a varied scheduled, including: evenings, weekdays, weekends and holidays is preferred.
• Must be 18 years of age or older (21 years of age or older to work in café/concessions).
• Prior experience with POS /ticketing systems is preferred.
• Familiarity with cash handling practices is preferred.
• Comfort working outdoors on occasion.
• Able to operate a computer, phone, or other office productivity machinery.

Salary Range

• $16.00 / hour

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The Mob Museum is a nonprofit museum with a mission of advancing the public understanding of organized crime’s history and impact on American society. The Museum presents authentic stories about organized crime and law enforcement via interactive exhibits, original multi-media, one-of-a-kind artifacts, and dynamic programming. For more information about the Museum, visit www.themobmuseum.org.

The Mob Museum is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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