Guest Experience Associate

The National Museum of African American Music is seeking a full-time, enthusiastic Guest Experience Associate who will be responsible for a successful Guest Experience in the Museum. As the first point of contact for our guests and visitors, each GEA provides a high level of customer service and satisfaction to ensure an excellent experience for all visitors. Each GEA is responsible for a broad range of activities including selling tickets and memberships, retail sales, overseeing access control, engaging with guests in the exhibit spaces, handling questions and complaints, monitor guest compliance with Museum safety/visitor protocols, and facilitating entry/egress from exhibits or public spaces. 

NMAAM is the only museum dedicated to preserving the legacy and celebrating the accomplishments of the many music genres created, influenced, or inspired by African Americans. The Museum shares the story of the American Soundtrack, integrating history and interactive technology to bring the musical heroes of the past into the present. 

Essential Duties and Responsibilities:

• Greets the public, briefly orientating visitors to the Museum, programs and events. 
• Processes admissions and any fees for programs, memberships and events. Assisting guests with RFID bracelet activation providing Member services/sales.
• Outlines Museum activities, provides orientation information about the galleries, and provide directional services (e.g., bathroom, public telephone, taxi, food service, etc.). 
• Answers the Museum's central telephone lines promptly, answer inquiries courteously, and direct callers to appropriate staff offices and individuals as needed. 
• Observes individuals entering the Museum entrance and report any irregularities to Security.
• Actively promotes and sells annual memberships to patrons visiting the museum, answering questions and providing detailed descriptions on benefits of becoming an annual member. 
• Responds to emergency needs by monitoring status of facilities and taking steps to reduce or eliminate personal risk to visitors, in accordance with Guest Experience training. 
• Reports all emergency situations to appropriate management staff or authorities. 
• Assists with clerical duties, which may be performed at the Front Desk for other Museum departments, as assigned from Guest Experience Manager. 
• Will cross-train in the Museum Gift Shop to serve customers and guests.
• Performs other related duties as required. Variable/flexible working hours to include weekends, holidays and overtime as required.

Education and Experience:

• High school graduation preferred. 
• 1 or more years of front-line hospitality industry experience in a customer service role preferred.
• Experience in another museum or related attraction a plus
• Must be able to work a flexible schedule to include weekends, holidays and special events.
• Must be able to become competent in ticket sales and online registration.
• Must be able to stand for extended periods. 

Knowledge/Skills/Abilities

• Supports the mission, vision and strategic goals of NMAAM to serve both internal and external customers.
• Conducts self in a professional manner; maintains appropriate professional appearance.
• Follows and supports policies and procedures of NMAAM.
• Exceptional customer service skills.
• Outgoing personality and enthused to interact with guests and colleagues.
• High degree of tact and diplomacy in dealing with member and guest issues.
• Must have the ability to assess visitor concerns and follow through to resolution with tact and attention to detail.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Ability to work in a fast-paced environment and interface effectively with visitors in both conveying information and listening to their questions/complaints.
• Be open to multiple points of view and avenues for problem solving.
• Must be able to walk, stand and interact with the public for long periods of time.
• Be well organized and thorough with close attention to detail and follow-through.
• Act as a team player who works well with others and shows courtesy and respect to colleagues.
• Be willing to assume responsibility.

All Staff Duties:

• Serves as leader to assure strong communications between NMAAM and all external constituents.
• Actively seeks to learn the history of NMAAM.
• Supports and promotes the museum’s mission.
• Assist in the planning and implementation of special events.
• Attend staff meetings.
• Performs other duties as assigned.

What We Offer for Full Time Staff: 

• Employer-subsidized Medical, Dental, Vision coverage options
• Healthcare Savings Account
• Employer Paid Short-Term Disability Coverage
• Voluntary Supplemental Life and Long-Term Disability
• Employer-Paid Convenient Care Plus Telemedicine Program
• NMAAM Retirement Readiness 401(k) Plan - employer matched, safe harbor – 100% match for the first 3% of contribution, 50% match for the next 2% of contribution. Maximum match is 4% on a 5% employee contribution
• Employer-Paid Employee Assistance Program (Free Counseling and Work Life Services)
• Eligibility for Public Service Student Loan Forgiveness
• Generous Paid Time Off
• 24/7 On-Site Subsidized Parking
• Amplify Museum Store Discount
• Free or Discounted Entry to Local Venues including Cheekwood, Frist Art Museum, Country Music Hall of Fame and more!
• Discounts to Fifth and Broadway merchants and restaurants and preferred rates at many local hotels

NMAAM is an equal opportunity employer.

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