Visitor Services Lead Representative-Bullock Texas State History Museum

Bullock Texas State History MuseumAustin Texas15d ago

**As we are a state agency, a fully completed state application is required.**

Job Type: Full-Time; Primarily Evening Shifts Sunday-Saturday

Hiring Rate: $ 2426.68 per month

Posting Dates: August 8 - 28, 2019


Position Summary: Visitor Services staff offer friendly, high-quality service for guests, and provide the most informed and pleasant Museum experience possible. Visitor Services Lead Representatives perform the duties of a Visitor Services Representative while also modeling excellent service standards; demonstrating proficiency in both operations and information; assisting managers with safety and ADA concerns; providing supplemental training for staff on software, procedures, and policy; performing opening and closing duties; assisting with reporting and receiving as needed; and leading by example. Visitor Services Lead Representatives work flexible shifts throughout the week, providing a welcoming and enjoyable experience by selling admission and film tickets, operating the concessions stand and parking garage booths, and maximizing revenue and program attendance. This position works in a fast-paced environment; staff must be focused, organized, able to set priorities under pressure, use sound judgment and tact, and be flexible. Displays excellent verbal and written communications skills and maintains a calm, professional, respectful demeanor, and service-oriented focus when interacting with employees, volunteers, and visitors. Performs all other duties as assigned.

Due to the nature of often fast-paced work, Lead VS Reps must be able to stand for extended periods while serving guests, move boxed concession products weighing up to 50 pounds, adjust stanchions, way finding signs, and utilize basic cleaning equipment.

*Work schedules and assignments may vary based on the Museum needs. The IMAX is open up to 365 days-per-year so work schedules may include weekends, evenings and holidays including on short notice.


Essential Job Duties: For purposes of this agency's job descriptions, "essential job duties" are defined as assigned tasks that are critical or fundamental to the position and not marginal. If an individual is qualified to perform the essential job duties, he or she must be able to perform the essential job duties with or without reasonable accommodation.

  • Promptly welcomes and engages visitors in a friendly and helpful manner - answering questions and offering direction, information, and recommendation.
  • Demonstrates a thorough understanding of the Museum including pricing, hours, membership program, building layout, exhibitions, events, and activities.
  • Uses point-of-sale software to sell tickets for exhibitions, events, and films while accurately and securely processing cash, check, and credit card transactions. Reconciles transactions at the end of shift according to department procedures.
  • Operates the concession stand by selling merchandise, rotating and stocking products, and cleaning the location.
  • Conducts sales in the Parking Garage by greeting visitors, informing guests of parking rates and museum offerings, and processing compensated access, vouchers, and cash and credit card transactions according to policy and procedure.
  • In the IMAX and Texas Spirit Theaters: takes tickets; conducts seating and crowd management duties; distributes, collects, and cleans 3D glasses; and monitors, cleans, and prepares theaters for each show.
  • Promotes Museum membership by informing guests of program benefits and discounts in the Gift Shop and Café.
  • Accurately performs opening and closing procedures - representing the museum in a professional manner at all times, both with the public and agency staff.
  • Assumes manager on duty responsibilities if you are the most senior authority figure present.
  • Possesses an expert-level knowledge of the museum's sales software to accurately, efficiently, and securely process cash, checks, credit cards, discounts/vouchers, donor information, and complimentary transactions according to museum policies and procedures. Mentors the Visitor Services staff to become proficient in cash-handling duties.
  • As assigned by the Managers, trains and orients other SPB employees - including new hires.
  • Assists with receiving products and supplies for Concessions, Ticketing, and the Information Desk as directed.
  • Maintains heightened awareness of visitors' needs and actively seeks ways to add value to the Museum experience through a visitor-focused approach.
  • Maintains excellent knowledge of museum exhibits and events, as well as basic information about surrounding institutions, restaurants, and other local destinations relevant to the visitor experience.
  • Promptly and calmly responds to routine visitor inquiries and issues in a professional manner and is able to think quickly to resolve any concerns using best judgment - contacting management when necessary.
  • Regularly communicates and interacts in a professional manner with all guests and staff members.
  • Models excellent customer service standards and operational proficiency while teaching the Visitor Services team by example. Reports any staff performance concerns to management.
  • Works with Managers, Coordinators and other Leads to evacuate visitors and staff in the event of an emergency. May be required to lead evacuation procedures if you are the most senior authority figure present. Communicates emergency procedures as needed and uses schedule to determine all staff have gathered at the agreed evacuation point.
  • Demonstrates knowledge and continuing compliance with all applicable safety rules, regulations, and standards. Performs duties using safe work practices and techniques while monitoring the workplace to ensure visitor and staff safety. Complies with all applicable security and safety rules, regulations, and standards.
  • Displays sustained knowledge of the Museum's emergency procedures. Assists visitors and TSHM employees in safe building evacuations and communicating emergency procedures as needed. Correctly communicates building evacuation procedures.
  • Actively monitors safety and security in the workplace to minimize risks. Immediately reports any potential safety, security, and ADA concerns to management.
  • Attends quarterly ADSO meetings and works with Managers to communicate updates to the staff.
  • Able to work in a fast-paced, changing environment without compromising accuracy or credibility - adhering to all policies and procedures and conveying a professional, positive, and calm demeanor.
  • Takes the initiative to seek out additional duties and projects during slower periods.
  • May occasionally work additional hours or for an extended period without a break during peak visitation days or in other extraordinary circumstances.
  • Works under the direction of the Visitor Services Managers and Deputy Director of Operations.
  • Maintains strict confidentiality and professionalism in regard to discussions about staff issues and all duties assigned by the Managers.
  • Prompt attendance is essential; all employees must adhere to the assigned work schedule.
  • Demonstrates sustained knowledge of the agency's mission, programs, exhibits and customers.
  • Adheres to all agency policies and procedures.
  • Displays sound judgment and effective interpersonal skills in communicating with internal and external customers.
  • Performs all duties as assigned in manner that promotes confidence in the State Preservation Board and its employees and in accordance with the agency's high ethical standards.
  • Regular attendance is an essential job duty for all SPB positions.
  • Performs all other duties as assigned.

MINIMUM QUALIFICATIONS: The successful candidate will have at least twelve months of customer service experience in a theater, retail store or similar environment. Prior work experience must include handling of routine customer inquiries. Computer skills are required, including experience with Microsoft Office. Candidate must have exceptional organizational skills and be able to communicate well with coworkers, other departments, constituents, and volunteers. Continuously displays a friendly, professional, and welcoming demeanor in the performance of all duties. Able to work flexible hours, including mornings, nights and weekends as needed, including on short notice. Ability to work in a fast-paced environment and remain focused in spite of various distractions.


PREFERRED QUALIFICATIONS: The ideal candidate for this position will have at least six months of leadership experience, and at least one year of cash handling experience and the ability to count down and balance a cash drawer. Previous experience inputting data accurately and efficiently in a visitor services related setting is desired. Previous Museum and/or Theater experience preferred. Experience in public speaking/communicating with large groups. Fluency in Spanish preferred.


To Apply:

Submit a fully completed State of Texas application to the SPB by 5:00pm on the day the posting closes.

By Mail: 201 E. 14th Street, Suite 950, Austin, TX, 78701

By email or faxSee: http://www.tspb.texas.gov/spb/employ/employ.html (copy and paste URL into browser)


**As we are a state agency, a fully completed state application is required.**


State Classification: Customer Service Representative II Classification: 0132 Salary Group: A-11

Only candidates selected for an interview will be contacted.


Veterans: Military Occupational Specialty Codes (MOS): Army: 92 Supply and Services; Navy: YN Yeoman; Coast Guard: YN Yeoman & SK Storekeeper; Marine: 0111 Administrative Specialist; Air Force: 3A1X1 Administration

Veterans with other related MOS or additional duties pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are highly encouraged to apply. Use your military skills to qualify for this position or other jobs. Go to www.texasskillstowork.com to translate your military work experience and training into civilian job terms, qualifications and skill sets or for additional Military Crosswalk information go to http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.


EEO Statement: The State Preservation Board is an equal opportunity employer and welcomes all qualified applicants without regard to national origin, race, color, religion, age, sex, sexual orientation, disability, genetic information, or veteran status. In compliance with the Americans with Disabilities Act (ADAA), if you require reasonable accommodation in the interview and selection process, please call the agency's ADA Coordinator at (512) 475-4992.

The State Preservation Board uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.


**As we are a state agency, a fully completed state application is required.**


Job Type: Full-time

Salary: $2,426.68 /month