Position Title: Guide
Reports to: Guide Manager
Department: Security and Visitor Information
Employment Status: At Will, Part-Time
FLSA Status: Non-Exempt
General Purpose Statement
This position is the first point of contact for visitors to the museum and provides information about the museum, the exhibitions, education, and assistance to guests throughout their visit; and protects the exhibitions, staff, and visitors against fire, theft, and accidents. The position is responsible for the successful daily operations of the visitor experience, including visitor services desks, selling museum memberships, and security. This position will provide excellent customer service and a seamless operation of the guest experience at the museum.
Essential Duties and Responsibilities
• Staff the visitor services desks and galleries as assigned.
• Greet, orientate, and direct visitors. Be familiar with and able to discuss the artists and exhibitions, current and upcoming.
• Observe visitors in the gallery and take proactive action as needed in order to protect the artwork.
• Be familiar and able to discuss the building’s physical layout including galleries, restrooms, Café, Sculpture Garden, exits, elevators, and five key architectural features.
• Assist in emergency situations with crowd control and evacuation if needed.
• Be familiar with all other current museum functions and programs including public programs, special events, educational programs, mission, etc.
• Stay current with daily schedule of events; communicate relevant information to other staff and event hosts/leaders upon arrival at the museum.
• Gently remind visitors of security concerns (no touching, photography policy, no food or drinks, no large bags, no recording devices, etc.).
• Have visitors place large bags and other objects inappropriate for the galleries in the coatroom.
• Inspect art objects, labels, and lights/furnishings for signs of change or damage.
• Report damage or change in condition of objects immediately to the Registrar or Chief Preparator.
• May answer and direct phone calls and answer general questions about the museum, exhibitions, and public offerings.
• Record attendance and geographic region of visitors daily.
• Assist visitors with general local information (e.g., directions, cabs, places to eat).
• Alert security personnel as needed to assure a safe environment for artwork and visitors.
• Sell museum memberships to visitors.
• Will require schedule flexibility, including nights, weekends, and holidays.
GENERAL FACILITY UPKEEP
• Upkeep of the museum space around visitor services desks and galleries during shift, including making sure lobby and gallery areas are presentable and clean, refilling brochure rack, and notifying the Facilities Manager if additional maintenance is needed.
• Other duties as assigned.
Knowledge, Skills, and Abilities
• Ability to represent the museum with a high level of integrity and professionalism, adhere to museum policies, and support management decisions in a positive, professional manner.
• Knowledge of AAM and department policies and procedures.
• Ability to understand and follow standard operating procedures.
• Ability to communicate effectively with individuals of varying social and cultural backgrounds.
• Ability to read, understand, and complete written and verbal requests and work assignments.
• Demonstrated organizational and task management skills.
• Excellent communication skills, verbal and written.
• Ability to provide excellent customer service and possess conflict-resolution skills.
• Ability to read and interpret documents such as safety rules, product information manuals, and instructions.
• Ability to sit and/or stand for long periods of time, up to four hours at a time.
• Attention to detail and the ability to stay alert for long periods of time in a very quiet environment.
• Ability to remain calm in stressful situations and help resolve complaints with tact and courtesy.
• Knowledge of security operations, safety practices in a business environment, and enforcement procedures.
• Ability to anticipate, intervene, and prevent potentially harmful circumstances to artwork.
• Dependability, flexibility, and adaptability in a dynamic event-driven environment
• Ability to work evenings, weekends, and some holidays.
• Ability to work positively with colleagues, artists, the public, Board of Trustees, donors, and volunteers.
• Knowledgeable in standard computer applications and programs, e.g., MS Word, email, MS Excel, and file management.
• Must have the ability to be both friendly and authoritative.
Requirements and Qualifications
High school diploma or GED with at least two years of customer service work experience preferably in security, guest or visitor interaction in a museum, art gallery, or related organization, or any other combination of experience that provides the required knowledge, skills, and abilities may be considered.
Mental and Physical Abilities
• Able to stand or walk around work area approximately 70 percent of the workday; remaining time (approximately 30 percent) is spent seated.
• Clear diction and adequate hearing are necessary for effective communication with coworkers and the public.
• Must be able to lift up to 30lbs.
• Must be able to push and pull entrance and exit doors open or closed.
• Corrected vision close to 20/20 and the ability to stoop and kneel are necessary for performing inspections.
• Exposure to extreme conditions such as heat, cold, wet, dry, various odors, fumes, smoke, noise, vibrations, dust, or intense light when performing job duties.
• Work is performed in both indoor and outdoor environments. Work is generally performed inside in a climate-controlled environment with light background noise. Outdoor work varies with the exhibition, season, and staffing needs, and will vary and will be approximately15–50% of the time. In the winter, less time will be spent outdoors.
• Good manual dexterity is necessary for radio use and handling of keys and doors.
Hours and Work Schedule
This is an hourly position requiring availability for weekend, evening, and holiday shifts. The Guide position is nonexempt from the Fair Labor Standards Act and will receive overtime pay for all hours worked in excess of forty in a seven-day workweek.