Lead Guest Experience Associate

3 weeks ago

Burlington, Canada Art Gallery of Burlington Full time

The Lead Guest Experience Assistant (Lead GEA) is responsible for delivering first-in-class experiences to the Art Gallery of Burlington (AGB) guests and rental clients. The Lead GEA is responsible for fulfilling an array of job functions in a friendly, positive manner, including welcoming and orienting visitors/guests; selling programs, memberships, and event tickets; providing information and wayfinding assistance; as well as providing customer service support by telephone. The Lead GEA also plays a key role in the management of venue rentals, including hospitality services, set up and take down, and ensuring the safety and security of the building and its users.

**Principle Duties and Responsibilities**
- Greet guests of the AGB, answer questions, provide wayfinding and assist as needed.
- Provide leadership to all part-time GEA’s, supporting their successful performance.
- Support the Education Department with receiving and greeting school tours.
- Where needed, monitor and assist guests in the AGB Shop, process sales and package purchases.
- Answer telephone calls and respond to messages promptly, refer inquiries as required.
- Maintain a supply of promotional materials including flyers, membership brochures and public program brochures.
- Facilitate building security procedures, including opening and closing of the building.
- Liaise with programming and administrative staff on issues related to guest services.
- Document guest attendance, feedback, questions, and suggestions
- Lead role in executing event services, such as bar and hospitality for both internal and external clients.
- Assist in setting and striking of furniture, equipment and AV for venue rentals and special events.
- Report any deficiencies of equipment or facilities to the Operations Team.

**Supervisory Responsibilities**
- Direct oversight and supervision of the following positions:

- Interns/Volunteers/Students
- Acts as the primary GEA staff member to provide guidance, support, and direction to all GEA’s.
- Facilitates training of all incoming GEAs (Guest Experience Associate) including regular updating of training materials as needed.

**Other Responsibilities**:

- Other duties as assigned.
- Demonstrate a commitment to the AGB’s Equity, Diversity, and Inclusion priorities, ensuring that diverse audiences are represented, promoted, and engaged.
- Work to further the goals and objectives of the AGB and participate actively in the institution’s life. Act in a respectful, accountable, and generous manner towards other staff, volunteers, and the general public.
- Act in a respectful, accountable, and generous manner towards other staff, volunteers, and the public.
- Demonstrate a positive presence, inspiring and building confidence within the Gallery.

**Education, Training, and Traits**

**Qualifications**
- Service oriented individual.
- Demonstrated ability to work within a team environment and independently.
- Ability to set up rooms accurately and efficiently for meetings and rentals.
- Must be available to work days, nights and weekends as required.
- Experience in the hospitality field and/or working at event-based functions in a leadership capacity.

**Skills**
- Must have excellent communication, public relations, leadership, and problem-solving skills.
- Must be computer literate in Microsoft Office and have working knowledge of office equipment.
- Possess current basic First Aid and CPR certification, or willing to be trained.
- Custodial skills and/or light cleaning experience is required for this position.
- Experience with Point-of-Sale system considered an asset.
- Catering experience and/or Smart Serve is also an asset.

**Experience**
- Minimum 1 year experience in Hospitality or Venue rental environment or applicable training
- Familiarity with computer systems
- Previous experience in a customer service role

**Working Environment**:

- Work is performed in a Gallery environment with an attendant noise level. The applicant must be a team player and able to work in an open concept front office environment. A significant amount of sitting, standing, lifting, moving objects and venue area setup required.

**About the Art Gallery of Burlington**:
As a charitable non-profit cultural and educational organization, we focus on the exhibition, collection, conservation, and research of Canadian ceramics and the production of inclusive programs that foster awareness of contemporary art, craft, and related thought. As a gathering place for experiences, ideas, and learning, we commit to delivering programs that engage critically with contemporary art and craft practices. Our learning opportunities push the boundaries of traditional arts education and support artists, youth, and the broader community in their personal, professional, and artistic development. Boasting the world's most extensive collection of contemporary Canadian ceramics, we lead Canadian clay production's study, preservation, and circulation. As a

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