Reports To: Senior Manager of Guest Services & Hospitality
Team: Guest Services & Hospitality
Hours: The position requires 15-20 hours per week; additional opportunities are available during the week for special events and programs.
Schedule: Need to be able to work most Friday, Saturday, and Sunday, 10:30 AM to 4:30 or 5:00 PM.
Wage: Starting at $13.00/hour
Benefits: Free parking, Shop and Café discounts; Employee Assistance Program, 401K opportunities, Aflac Insurance Offered, Other Benefits based on number hours worked.
Conditions of Employment: COVID 19 Vaccinated.
The Taft Museum of Art (TMA), located in downtown Cincinnati, seeks a part-time Guest Service Associate reporting to the Sr. Manager of Guest Services and Hospitality. This position is unique and requires a positive, highly organized team player who loves working with the public. Enjoy this rare opportunity to join one of the finest small art museums in the United States. Please ensure you submit a cover letter, resume, and three references. Our team will review your information, and we will get back to you, we promise, with the next steps. Please submit only through our online via our portal. If you have questions, please email HR@taftmuseum.org.
Reporting to the Senior Manager of Guest Services and Hospitality (GS&H), the Guest Services & Hospitality Supervisor assists in all aspects of the Taft Museum of Art (TMA) front of the house (FOH) operation to include: admissions, café, retail sales, and events. The GS&HS s primary responsibility is to supervise, train and develop the GS&H Associates to deliver an exceptional guest experience when the Museum is open to the public or during events.
- GS&H Supervisor works between the Lindner Family Café, private TMA events and meetings, the shop, admissions, and facility rental events, spending equal time involved in hands-on work on the floor and back-office functions.
- Responsible for training each Associate to give a GREAT first Impression with Museum guests! Cheerful and welcoming. Greet all guests with an upbeat attitude.
- Provides a supervisory presence on the floor of the Museum when it is open to the public and for some special events and facility rentals, ensuring that services are delivered as planned to ensure each guest enjoys an exceptional experience.
- Supervises and coaches GS&H Associates to ensure all service standards are delivered and all administrative duties are effectively completed and in compliance with Museum guidelines and management expectations.
- Provide supervision and training to Museum volunteers involved in guest services and retail sales activities.
- Provides the Sr. Manager of Guest Services & Hospitality support in running the operation and floor coverage for their days off.
- Supports the Sr. Manager of GS&H in the scheduling of GS&H Associates and ensuring the payroll process is done according to the Finance guideline accurately, timely, and within GS&H budget.
- Works with Human Resources to ensure all GS&H department employees follow the Museum and HR processes and procedures per the Employee HR Guide, the Museum Facility Policies, and Security, Risk, and Safety Procedures.
- Coordinates HR personnel activities for the GS&H department based on Sr. Manager of GS&H expectations and HR processes and policy to include hiring staff, onboarding and orientation new hires, training & development, performance feedback, and employee relation issues.
Guest Services and Hospitality Expert
- Monitor guest activity to ensure safety, adhere to COVID-19 safety protocols, study what engages guests, and provide feedback on guest museum experiences.
- Handle a wide variety of customer requests through demonstrating robust product/service knowledge alongside an ability to deal creatively but effectively with unusual situations in line with Museum standards. Demonstrate an ability to deal with both positive and negative customer feedback with grace and professionalism.
- Accurately communicates information about current and future programs and events to GS&H Team and guests.
- Ensure that customer-facing and back-of-house activities are operated with excellence and under the standards established by the Sr. Manager of GS&E.
- Resolves guest complaints and or service deficiencies by listening to the guest, responding with sincerity, and using appropriate service recovery tools.
- Works with Guest Services & Hospitality Team to respond and effectively disseminates phone inquiries and information.
- Assist with addressing guest and staff issues on the Museum floor, including de-escalating guest issues and engaging with guests from a wide range of backgrounds
- Assist in the planning and delivery of events such as exhibition openings, weddings, or meetings.
- Leads the operation of the activities of the retail sales, including the accuracy of transactions; receipt of, pricing, and display of merchandise; daily, weekly, and monthly sales reconciliation; and ongoing inventory audit.
- Set standards for visual merchandising, including packaging and displays, in concert with institutional branding efforts.
- Maintains the Museum's point of sale systems; to include ensuring screens and products are correctly setups, pulling data from systems for reporting, and making recommendations for system development and improvement.
- Daily interface with reservation systems to check reservations for the day.
- Follow all Museum processes and compliance standards applicable to financial transactions.
- Other duties may be assigned or assumed.
- Inspects all function rooms before service to ensure the room is maintained and reports any discrepancies to Facilities Team.
- Help with setups in Cafe and other meeting rooms before opening to the public.
- Flow to help Cafe team if it gets too busy, helping to clear and set up tables.
- Other duties may be assigned or assumed.
Museum Shared Responsibilities
- Must embrace the Museum's core values of respect, integrity, excellence, creativity, and collaboration and demonstrate this understanding through your words, behaviors, and interactions with our guests, staff, volunteers, visitors, and the public.
- Follow all safety protocols as outlined in the HR Guide or on the Paycor site.
- Be ready to learn and to teach every day.
- Share knowledge freely with colleagues and pursue opportunities to gain new skills to enhance our success as a team.
- Appreciate, understand, and value each team member's expertise, background, experience, strengths, and unique perspective.
- Share time, energy, and knowledge with others to ensure everyone has the highest potential to succeed.
- Always try to give the best, strive to achieve excellence in all tasks and goals.
- Demonstrate professionalism on and off the job; always represent the Taft Museum positively and professionally.
- Be impeccable with your word; trustworthy and ethical in all dealings inside and outside the Museum.
- Works with a diverse group of people, flexing communication styles based on cultural differences and thinking styles.
- Focuses on delivering the Museum Mission, Wildly Important Goal (WIG), and Department WIG. Each employee has a WIG that they are working on weekly to achieve.
- Must adhere to all current Museum policies, procedures, protocols, and processes.
- Proactively keep Paycor personal information up to date and login to ensure hours and paycheck is correct.
- Creates a pleasant work environment by being a positive influence and respectful to every person.
Required Skills and Capabilities
- Excellent standards of proficiency with Microsoft Office, including the use of Microsoft Excel. Experience managing point of sale (POS) systems.
- Experience with electronic employee scheduling platforms.
- Strong supervisory and leadership skills to leverage the talents of the staff to deliver goals most efficiently and effectively.
- Must be self-directed, motivated, and demonstrate exceptional customer service and interpersonal skills.
- Highly organized and demonstrates the ability to prioritize tasks in a fast-paced work environment.
- Adhere to established departmental standard operating procedures for all matters of execution and behavior.
- Must be well-groomed, attired in clean, crisp, well-maintained uniforms with proper fitting.
- Personable and possesses excellent communication skills, both in-person, email, virtually, and on the phone.
- Welcoming and able to have pleasant conversations with all guests.
- Computer savvy and able to learn and operate the POS system for sales transactions.
- Always on time and reliable.
- Highly motivated, professional, creative, articulate, and goal-oriented, and possess the ability to work independently and collaboratively.
- Ability to use a stepladder to reach merchandise for customers
- Collaborates and works well with others at all times.
- Flexible, the ability to flow to work when and where is needed to ensure a positive experience for Guests.
- Loves the Arts is a big plus.
- Access to reliable personal transportation for routine pick-ups or drop-offs to/from vendors.
- Reliable transportation.
- You are authorized to work in the US.
Required Education and Experience
- Three years of hospitality/guest service job experience.
- Supervisory experience of at least one year or more is required.
- Must have a working knowledge of Banquet operations as well as core standards and standard operating procedures.
- Excellent communication skills and a desire to work with the public are a must.
- ServSafe Level 1 or equivalent.
- TIPS training is preferred.
The success of the Taft Museum of Art is driven by our core values of respect, integrity, excellence, creativity, and collaboration, as exemplified by our team members.
- Value diversity, equity, access, and inclusion are drivers for attracting and retaining a diverse team of board members, staff, and volunteers who feel empowered to deliver excellence. It also is the key to reaching a diverse community and audience.
- Include multiple perspectives and believe that differing views strengthen our Museum by stretching us to learn, experience, and expand our thinking each day.
- Embrace our mission and vision to explore the hidden gems connected to our historic house, the people that lived in it for the first 100 years, and the extensive art collection, bringing all of this to life and make it relevant and unique to each guest.
- Work together as a board and staff to ensure that our members, partners, and key stakeholders reflect and embrace these core values.
Diversity, Inclusion, Access and Inclusion Statement (DEAI)
Taft Museum of Art desires to reflect the diversity of our community at every entry point-board, staff, exhibition, education programming, and all museum operations. By embedding DEAI into all Museum areas, the Taft Museum of Art will champion equitable practices, provide a welcoming and inclusive museum experience, and be accessible to all.