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Bilingual Receptionist

2 weeks ago

Winnipeg, Canada The Manitoba Museum Full time

**General**

Reporting to the Visitor Experience Supervisor, the Receptionist 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 operating the central switchboard and welcoming and directing visitors, processing admission and membership sales in a timely manner, as well as, creating a positive visitor experience.

The Receptionist also provides administrative support to the Visitor Experience Department, as well as, other Museum departments as needed to ensure the organization can operate efficiently. Initiative is required in determining work priorities, as well as, courtesy, tact and good judgement when dealing with internal and external customers. Fluency in both official languages is required for this position.

**Key Accountabilities & Typical Duties**

**A. Priority 1: Frontline Liaison (30%)**

To facilitate a positive visitor experience by welcoming visitors and answering inquiries in a friendly and competent manner to encourage repeat visits, increased sales, and Museum loyalty (membership). When engaging with Museum staff, the Receptionist/VEA is to assist in the coordination of the flow of basic operational information between departments and frontline staff.

i. Maintain a constant staff presence at the front reception desk, welcome and direct visitors and school groups, answer visitor inquiries, and provide information in both official languages.

iii. Respond to and resolve visitor comments and complaints, calling upon the appropriate Supervisor or Manager as needed. Encourage visitors to fill out a Comment Card or the Museum’s online comment form.

iv. Connect visitors arriving at the Museum for meetings to the appropriate staff member, ensuring they are signed in and are assigned an appropriate Visitor/Contractor Badge.

v. Assist in relaying information from departments to front-line staff (i.e. show changes, staff absences, etc.).

vi. Assist in maintaining excellent housekeeping standards at the front desk and in the foyer at all times.

vii. Ensure signage in all public areas is accurate and create temporary signage as needed (i.e. elevator down).

viii. In the event of an emergency, act as a Fire Monitor and provide instructions and guidance to staff and visitors. Make emergency evacuation announcements over the loudspeaker when safe to do so.

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

**B. Priority 2: Process Box Office Sales (30%)**

To act as Visitor Experience Associate and process admission and membership sales in a timely and accurate manner with the goal of increased sales when the need arises, including staff lunch breaks, absences, or high visitor peak times (assist with long line-ups, group check-ins, etc.

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 ticketing, retail sale and/or other point-of-sale hardware and software.

iv. 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: Administrative Support (20%)**

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

i. Maintain digital/hard copy reception files and keep them organized and easily accessible.

ii. Maintain Museum staff phone directory by updating the list as staff changes occur.

iii. Keep track of parcel deliveries, shop pick up orders, special events, and staff movements (i.e. meetings) daily.

iv. Act as the liaison between the Museum and Canada Post/Mail Couriers.

v. Process outgoing mail daily and coordinate pick-up/delivery of mail and courier services.

vi. Respond to and coordinate community donation requests by corresponding with the request contact, creating the donation package, and coordinating donation pick-up.

vii. Communicate with event guests and maintain RSVP lists for, member, and volunteer events.

viii. Ensure appropriate welcoming and billing of school groups.

ix. Collaborate with Security Guards on visitor entry into frontline areas and overall security needs.

**D. Priority 4: Manitoba Tourism Ambassador (10%)**

To advocate for Manitoba tourist attractions through the promotion, display, and distribution of printed tourism materials.

i. Coor