Visitor Experience Associate - Part Time

Visitor Services Associate

Part-time, non-exempt

$16 per hour

Position Description

Under the supervision of the Visitor Services and Retail Manager, the Visitor Services Associate ensures visitors have a positive experience by providing a friendly greeting and orientation, answering frequently asked questions, promoting museum events, membership, programs, and tours, ensuring guidelines and policies are adhered to, answer phones, and process admission, membership, and retail sales. This position is classified as an essential staff position.

Responsibilities

• Welcome visitors while projecting an attitude of openness and access to all visitors.
• Be an ambassador and promote the organization’s mission and brand during each interaction.
• Initiate dialogue with onsite visitors and answer questions to promote a friendly and engaged experience.
• Provide prompt and accurate responses to visitors who call Ford House.
• Provide visitors with accurate information about the collection, estate, Ford family, and various events, programs, and tours.
• Utilize a variety of strategies to inquire about visitor needs, interest, and questions.
• Help explain, interpret, and enforce visitor guidelines. Use Ford House Visitor Experience standards when handling comments and complaints.
• Accurately perform opening and closing procedures for the Admission Desk, The Shop, Main Gate, Reception Desk, and Shuttles.
• Operate point-of-sale system in The Shop and Admission Desk, process financial transactions, balance cash drawers, and prepare deposits.
• Adhere to loss prevention standards, inventory control methods, and PCI compliance procedures.
• Demonstrate knowledge of store products to make tailored recommendations in an effort to build sales and minimize returns.
• Actively promote, sell, and renew Ford House memberships.
• Operate shuttle busses on the grounds, including loading and unloading visitors with wheelchairs.
• Assist with escorting photography sessions around the estate.
• Work with staff during events, programs, and tours to provide a positive experience for visitors.
• Assist visitors with checking bags, coats, and umbrellas. Provide visitors with strollers and wheelchairs as needed.
• Assist other departments with projects and tasks as needed.
• Assist security with evacuation procedures from the Visitor Center as required.
• Participate in regular trainings and workshops about accessibility, conversational strategies, customer service, diversity, exhibition content, first aid, and visitor engagement.
• Maintain confidentiality of museum information.
• Other duties as assigned.

Uniform Requirements:

This position does require maintaining a standard dress-code of wearing all black and presenting a clean, professional appearance. Uniform shirts are provided but should be maintained by the Visitor Services Associate.

Skills and Requirements

• Excellent interpersonal, conversational, and verbal communication skills
• Willingness and capacity to acquire new skills and knowledge
• Ability to work on average 20-28 hours per week
• Ability to work a flexible schedule, including days, evenings, weekends, and holidays
• Ability to approach and interact with visitors without hesitation
• Ability to use basic internet and Microsoft Office functions
• Ability to participate in virtual meetings, on platforms such as Microsoft Teams or Zoom
• Ability to learn and use event scheduling, point-of-sale, and ticketing software
• Ability to use basic math function such as addition, subtraction, multiplication, and division
• Ability to hear normal conversations; prosthetics acceptable
• Ability to drive a Ford Star Craft Shuttle Bus
• Ability to assist visitors with strollers and wheelchairs.
• Physically able to stand for long periods, able to bend and/or stoop, climb, and lift up to 25 lbs.

Key Characteristics/Traits

• Responsible, reliable, and flexible
• Friendly, courteous, empathetic, and engaging presence with all museum visitors and staff, including those of all abilities, age, and backgrounds
• Ability to take initiative, exercise good judgment, and follow instructions
• Flexibility and sensitivity to work with diverse personalities and situations
• Attention to detail and the ability to work both independently and in a team environment

Qualifications/Education

• High school diploma or equivalent. College courses in art history, education, museum studies, and U.S. history are preferred.
• Minimum of one year experience in one or more of the following areas: hospitality, retail, or visitor/guest services.
• Successful completion of criminal background check and credit check

Please, no phone calls.

Ford House is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws.

Job Type: Part-time

Salary: $16.00 per hour

Schedule:

• Holidays
• Overtime
• Weekend availability

Ability to commute/relocate:

• Grosse Pointe, MI 48236: Reliably commute or planning to relocate before starting work (Preferred)

Shift availability:

• Must have both days and nights availability

Work Location: One location

Job Type: Part-time

Pay: $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Retirement plan

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Weekends as needed

Application Question(s):

• Have you ever applied, interviewed, or previously worked at Edsel & Eleanor Ford House? If yes, which Ford House Dept & when?

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person