Guest and Protection Services Associate

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Guest and Protection Services Associate

Full Time Service Worker, Philadelphia, PA, US

Requisition ID: 1382

Guest and Protection Services Associates provide a best-in-class experience to every person who visits our institution. As the first line of interaction between the Barnes Foundation and all guests, the Guest and Protection Services Associate sets the tone for an exceptional guest experience, making the “customer centered” concept a daily reality in all interactions, decisions, and exchanges with guests. Guest and Protection Services Associates are part of a team that is truly the face of the Barnes Foundation and work under the direction of the Director of Guest and Protection Services to ensure a visit to the Barnes is informative, friendly, respectful, and efficient. This includes answering questions, enforcing rules, looking out for suspicious behavior, providing assistance, and engaging guests with warm and welcoming conversations about the Foundation and its collections.

Responsibilities:

1. Warmly greets everyone in the building and on the grounds.
2. When assigned to the galleries, monitor guests and the facility, answer questions, enforce rules, and act as an ambassador for the Foundation.
3. Supports other front-line staff in their duties.
4. Continuously expands personal and required knowledge of Barnes services, collection, exhibitions, and actively participates in required trainings.
5. Leads and engages in conversation with guests about the Foundation, its history, collection, and special exhibits.
6. Makes guests aware of the Foundation’s classes, programs, events, and gallery talk schedule.
7. Monitors guest behavior and reports anything unusual to his/her supervisor.
8. Oversees the safety and protection of the Foundation’s collection, property, and grounds by enforcing Foundation rules and regulations.
9. Provides superior service in greeting and assisting Barnes guests visiting the permanent collection, exhibitions, and/or attending events and programs.
10. Using the training and protocol provided by the Foundation, assists guests at all interaction points including exhibition and permanent collection entrances, event arrival, coat check, facility wayfinding, and building grounds.
11. Assists guests with emergency egress, medical emergencies, and other duties as assigned.
12. Identifies opportunities to promote memberships to interested parties.
13. Ensures that the building public and Gallery spaces are ready for visitors and guests.
14. Restocks printed materials and technology devices.
15. Provides assistance with guests’ special needs, including helping those requiring assistance with movement.
16. Handles challenging situations with the public quickly and effectively, with skill and professionalism.
17. Works with various technology platforms to scan tickets and distribute tour devices including the Barnes App, giving instructions and ensuring guest ease of use.
18. Collects guest experience feedback including suggestions, compliments, and complaints to supervisors at the end of each shift.
19. Treats all guests with respect and courtesy; works collaboratively with staff and volunteers to ensure the guest experience is positive.
20. Communicates utilizing a two-way radio and earpiece with the Foundation’s protection services command center.
21. Adheres to Foundation policies, including those regarding attendance, punctuality, and dress code.
22. Serves as a critical member of the emergency response team, providing guidance and help to guests and information to the supervisor on duty for emergency situations including fire, theft, damage, and protest.
23. Performs other duties as assigned.

Skills and Knowledge:

• High School diploma or equivalent education and experience.
• One (1) to two (2) years of any combination of training or experience in customer/guest services, hospitality, event management, or protection services.
• Completion of Barnes Foundation Associate training coursework.
• Must have a pleasant demeanor and a genuine interest in communication with members of the public and providing assistance to guests.
• Outgoing personality with excellent interpersonal skills.
• Possess good conflict resolution skills.
• Ability to maintain a calm exterior presence during periods of high volume, high stress, or unusual events.
• Demonstrate strong attention to detail.
• Highly organized.
• Knowledge or interest in art, protection, and safety. Art background/interest a plus.