Visitor Experience Associate

General

Reporting to the Visitor Experience Supervisor, the Visitor Experience Associate is an outgoing and sales-oriented individual with strong customer service and organization skills. This key front-line position is the first point of contact for many Museum visitors and is responsible for processing admission, membership, and Shop merchandise sales promptly, as well as, creating a positive visitor experience. The Associate provides visitor assistance and direction throughout the public areas of the Manitoba Museum including the Box Office, Museum Shop, Planetarium entrance, and visitor amenities, as well as, and works in close collaboration with the Membership Coordinator in respect of membership sales and the Shop Merchandiser/Buyer in respect to Shop sales. In addition, this position provides logístical support and services for Museum rental facility clients. The Associate must exercise professionalism, initiative, and sound judgment enthusiastically when working with internal and external customers. Fluency in both official languages is considered an asset.

Key Accountabilities & Typical Duties

**A.** **Priority 1: Facilitate a Positive Visitor Experience (40%)**

To facilitate a positive experience for all visitors and internal and external customers to encourage repeat visits and Museum loyalty (membership).

i. Maintain a constant staff presence in the appropriate public areas, provide crowd supervision, and greet and engage the general public, members, school groups, and group tours in a positive enthusiastic manner.

ii. Assist in maintaining excellent housekeeping standards in frontline line areas at all times - including ensuring workspaces and visitor amenities are well-stocked and accurate signage is visible to visitors.

iv. Respond to and resolve visitor inquiries, calling upon the appropriate Supervisor/Manager as needed.

v. Usher and supervise visitors in the Planetarium Theatre, open/close theatre doors in between shows, and examine and scan tickets and membership cards for entry using the ticket scanners.

vi. Make public and Planetarium show announcements over the loudspeaker.

vii. Stay up to date on Museum events, promotions, and procedures to inform and assist visitors.

viii. Provide general information and direction to visitors about other tourist attractions in Manitoba.

ix. Assist in providing instructions, assistance, and guidance to visitors in the event of an emergency.

x. Communicate malfunctioning equipment to the appropriate Supervisor/Manager.

**B.** **Priority 2: Process Box Office & Museum Shop Sales (40%)**

To process admission, membership, and Shop merchandise sales in a timely and accurate manner with the goal of increased sales.

i. Conduct opening and closing procedures on cash registers, prepare bank coin orders, reconcile daily records for cash-outs, and prepare daily deposits.

ii. Maintain a high accuracy rate by entering customer details into the database, processing various payment/paperwork forms with efficiency, and following proper payment handling procedures.

iii. Process Box Office admission sales to all permanent venues and temporary exhibitions including control and maintenance of payments using Vantix ATMS+ and Point-of-Sale (POS) hardware and software.

iv. Use appropriate selling techniques to engage visitors in Shop products, process sales and perform inventory control management (pricing, merchandising, and invoicing), as well as, the control and maintenance of payments using Counterpoint and Point-of-Sale (POS) hardware and software.

v. Tactfully up-sell admission tickets to memberships and recommend additional sales options to visitors such as Shop products and special events or programs dependent on visitor needs to maximize revenue per transaction.

**C.** **Priority 3: Support of Department and Organization (15%)**

To provide support within the Visitor & Member Services department, as well as, for various Museum departments to assist in the organization’s ability to function more effectively.

ii. _Programs/Birthday Parties/Rentals/Sleepovers:_

a. Processing customer payments at the Box Office ensuring that all internal procedures are properly followed.

b. Provide logístical support and services for Museum rental clients, including setup and takedown of equipment; liaising with the client during the event; and troubleshooting as required.

c. Assist caterer and other outside vendors during rentals, including liaising between client and caterer during the event; and clean up at end of the event.

iii. _Volunteer Services:_ Assist with the training and supervision of volunteers in the Museum Shop.

iv. _Marketing:_ Assist with visitor feedback surveys/contests and flyer distribution preparation as required.

**D.** **Priority 4: Other (5%)**

i. To provide support to other staff members with other duties as reasonably assigned.

**MINIMUM REQUIRED QUALIFICATIONS**:
Education, Training and Experience

ii. Completion of high sc