The Guest Services Shift Lead is a critical role to the overall success of the guest experience at Crystal Bridges. The Shift Lead will assist the Management Team in providing strong, positive, enthusiastic and diverse leadership as well oversight to the Guest Services Associates in the completion of daily activities. They will act as a liaison to other museum departments, assist in the development of policy and procedures, and in the absence of the Guest Services Management Team will take responsibility for addressing unique situations in a timely manner while concurrently performing Guest Services Associate tasks and providing an outstanding experience to all Museum guests.
Positions Principal Responsibilities
In conjunction with Guest Service Management Team:
Ensure that all Guest Services Associates are following established policies and procedures necessary to provide an excellent guest experience
Assist the Management Team in planning daily operations, editing materials and coordinating efforts and events in which the Guest Services Department is involved
Create, maintain and implement daily rotation schedules
Act as an initial contact for communications and training with other departments
Assist in developing policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints while supporting museum policies to ensure a positive guest engagement
Make periodic checks on drawer deposits to ensure accurate accounting
Make decisions that require immediate action and/or attention
Work closely with Protection Services to ensure a high level of guest engagement is always maintained
Be able to perform all duties related to Guest Service Associates, Group Tours and Call Center
Perform all other Departmental Duties as assigned
Proactively seek and obtain information regarding Museum Policies, promotions, activities, and events in order to provide the highest level of guest engagement
Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift
Education, Training, and Traits:
High School Diploma or GED and similar experience required. Associate degree from an accredited institute of higher learning preferred.
Enthusiasm about being a member of a team developing a major art museum with a strong visitor-centered community dynamic.
Excellent attendance and punctuality.
Ability to use good judgment.
Ability to lead a team while continuing to perform Guest Services Associate tasks.
Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
Ability to multi-task.
Ability to be a team player.
Ability to recognize customer service concerns and address professionally.
Good command of general computer applications and basic math skills.
Minimum two years of experience in customer service or related industry preferred
Prior experience working with computerized cash register system and ability to accurately balance a cash drawer preferred.
Licenses and Certifications: none
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sitting or leaning while on post will not be permitted.
Physical demands: In the work environment described below, position requires ability to communicate with others. Position requires utilizing a computer for prolonged periods of time and good eye/hand coordination. Vision abilities required by the job include close vision.
Work Environment: The majority of work will be performed in the museum lobby environment. The noise level in the work environment is usually low to moderate. Evening and weekend work hours required.
About Crystal Bridges
The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding American art. Crystal Bridges was founded in 2005 as a non-profit charitable organization by arts patron and chair of the museums board of directors, Alice Walton. Since opening to the public on 11-11-11, the museum has welcomed more than 5 million visitors and garnered 15,000 membership households. Some 280,000 school children have participated in the Willard and Pat Walker School Visit program, which provides educational experiences for school groups at no cost.
Crystal Bridges takes its name from a nearby natural spring and the bridge construction incorporated in the building, designed by world-renowned architect Moshe Safdie. A series of pavilions nestled around two spring-fed ponds house the galleries and amenities such as a restaurant, museum store designed by architect Marlon Blackwell, and a library featuring more than 50,000 volumes of art reference material. In addition to the museums architecture, a Usonian house designed by Frank Lloyd Wright was preserved, acquired, and moved to the museum grounds in 2015, and a rare Buckminster Fullers Flys Eye Dome was installed in 2017, both providing access to American architectural masterworks in a natural setting.
Sculpture and walking trails link the museum's 120-acre park to downtown Bentonville, Arkansas. A new entrance, elevator tower, and pedestrian bridge was added to the north side of the building in 2017, increasing access to the museums north lawn and newly enhanced North Forest Trail. More than 600,000 visitors a year utilize the museums five miles of walking trails.
Crystal Bridges permanent collection spans five centuries of American artworks from early American to the present, and is always free to view. Crystal Bridges is committed to telling broad and inclusive stories by acquiring and showcasing the highest quality works by artists underrepresented in art history and conventional museum frameworks. Works such as Asher B. Durands Kindred Spirits, Gilbert Stuarts George Washington, and Georgia OKeeffes Jimson Weed are displayed alongside contemporary artists such as Kerry James Marshall, Maya Lin, Fritz Scholder, Jaune Quick-To-See-Smith, Felix Gonzales-Torres, and Amy Sherald represent some of the finest achievements in American art. The collection continues to grow, while the museum also offers temporary exhibitions that complement the collection and can also reveal arts connections to equality and justice.
Crystal Bridges provides year-round programming for all ages. In 2019, more than 800 public programs and events were offered, including lectures, performances, classes, and continuing education for K-12 teachers. Crystal Bridges stays connected online with the full collection available via eMuseum, an award-winning app, a podcast called Museum Way, all available for free, and many of the museums lectures such as the Distinguished Speaker Series are on Crystal Bridges YouTube channel. An online-learning initiative provides opportunities for students and teachers with arts-based courses, as well as SmartHistory with arts history videos and essays. Crystal Bridges also offers two research fellowship programs. The Tyson Scholars in American Art program encourages and supports full-time scholarship that seeks to expand boundaries and traditional categories of investigation into American art and visual culture. The Reese Teacher Fellowship provides for research into the development of interdisciplinary connections between American art and core curriculum subjects of language arts, history, social studies, and the sciences. In addition, Crystal Bridges administers the awarding of the Don Tyson Prize, an unprecedented award recognizing significant achievements in the field of American art. Additional information about Crystal Bridges is available online at CrystalBridges.org.
About the Momentary
The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary arts role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action. The Momentary was founded by the Walton family, based on the vision of Tom, Olivia, and Steuart Walton. The Walton Family Foundation is supporting this project as a way to enhance the quality of life in Northwest Arkansas. The Momentary welcomes all with free general admission. Additional offerings include an artist-in-residence program, culinary experiences including an Onyx Coffee Lab, indoor and outdoor gathering spaces, an outdoor festival space, and a gift store. For more information, visit theMomentary.org. The Momentary is located at 507 SE E Street, Bentonville, Arkansas 72712.
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