Guest Services Associate

Mission:

The Chesapeake Bay Maritime Museum explores and preserves the history, environment, and culture of the entire Chesapeake Bay region, and makes this resource accessible to all. As an educational institution, staff fulfill CBMM’s mission, goals, and vision, working individually and collaboratively to encourage the public’s access to our collections, programs, and resources.

Scope:

The CBMM’s Guest Services function encompasses admission, ticket & membership sales, customer service, retail sales, marina operations, and security. As part of the front-line Guest Services Team, CBMM’s Guest Services Associates are responsible for ensuring that all guests are greeted, engaged, and informed about CBMM; helping to educate and promote CBMM’s mission to members, visitors, and the local community.

Physical & Work Environment Requirements:

· Comfortable walking/standing in varied conditions, including heat/cold, humidity, and rain.

· Must be able to handle some physical labor, i.e., lift objects up to 25lbs, climb stairs, etc.

Primary Responsibilities:

· Assist the Marina & Guest Services Manager in the day-to-day operations of the Welcome Center, South Entrance, Patriot Cruises Ticketing, and Museum Store

· Assist the Museum Store Manager with merchandising and retail operations.

· Proactively and cheerfully greet visitors as they enter the Welcome Center, South Entrance, and Museum Store, and efficiently sell admission tickets, program tickets, merchandise, and memberships.

· Knowledgeable about CBMM’s offerings and skilled in effectively communicating program opportunities and the benefits of Membership at all levels to guests.

· Orient guests to CBMM by providing an overview of the campus.

· Assist with group check-in, program registrations, and advanced ticket sales.

· Accurately provide daily cash, credit, and admissions records for the Finance Department. Ensure that all income correctly reconciles with the system’s records daily.

· Manage incoming phone calls to CBMM’s main line, answer questions, and direct callers to the appropriate department or staff person.

· Proactively monitor CBMM’s calendars and email and review the schedule of programs, tours, and activities occurring each day. Stay up to date on campus updates & communications and be prepared to answer questions about programs/events on campus.

· Follow opening and closing procedures completely and conscientiously. Ensure all entrances and exits of our campus are properly opened and secured nightly.

· Periodically check and record any needed repairs or problems with the exhibitions or grounds and report to management.

· Maintain cleanliness of the Museum’s entrance, as well as proactively attending to any litter found on the grounds or in exhibit buildings.

· Assume such other duties as are necessary for the operation of the Museum or as assigned by the Marina and Guest Services Manager and Museum Store Manager.

This is a seasonal, non-exempt, part-time position with an expected work schedule ranging 15-30 hours per week. It is expected for Guest Services Associates to work weekends, holidays and special events as scheduled by the Marina & Guest Services Manager and may be assigned to work in a capacity alternate to that defined.

Core Requirements:

· Cheerful and pleasant personality.

· Knowledge of customer service and sales.

· Excellent communication skills.

· Ability to interact with the public in a positive and enthusiastic manner.

· Ability to multi-task and maintain professional composure in a fast-paced environment.

· Excellent co-worker and team player.