Guest Services Representative

Guest Services Representative

**Job Number**:3127

**Job Type**: Full-Time
**Location**: 10 Huron Rd - Doon - Museum
**Job Category**: Hospitality/Tourism
**Number of Positions**:1
**Department**: PDLCUL - Ken Seiling WRM
**Division**: Planning, Development and Legislative Services
**Hours of Work**: 35
**Union**: CUPE 1883
**Grade**: CUPE 1883 Grade 008
**Salary Range**: $33.25 - $37.64 per hour

**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
- Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.
- Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

**The Role**
- Coordinates customer service work of student, co-op, and part-time staff at the Ken Seiling Waterloo Region Museum (KSWRM) in admissions, gift shop, and food kiosk. When covering breaks, or as a result of staffing issues, provides customer service to guests by answering inquiries and selling admissions, food products, and gifts.

**Duties/Responsibilities**
- Coordinates admission sales; monitors cash reconciliation; collects deposits and secures in museum safe. Troubleshoots and assists with Point of Sale System (POS) issues. When providing coverage, sells admission tickets, receives payments, completes end-of-day reconciliation, prints reports, and handles deposits.
- Assists in the self-serve food service area, including food sales, quality control, cleanliness, safe food handling practices, waste controls, and restocking.
- Assists in the gift shop, including sales, merchandising and restocking. Inventories stock on a continual basis by manually counting and recording through POS system. Maintains pre-established stocking levels.
- Checks to ensure food service area and gift shop are operated appropriately, cleaned, and maintained in good working condition.
- Assists with event set-up and exhibition openings, including table and chair set-up and tear-down, clearing and cleaning plates and dishes, staffing reception table, assisting caterer with special requests, greeting and guiding incoming guests, and light housekeeping duties. Assists to set up and operate projection and audio visual equipment for special events, and acts as the on-site point of contact for conveners and event hosts, as required. Uses event booking software to print reports.
- Participates in food services and gift shop planning meetings. Provides feedback regarding customer purchasing habits in the area of food services and the gift shop and makes recommendations for new products, cost savings and efficiencies to supervisor.
- Answers the phone, determines customers’ needs, and responds to general inquiries regarding museum events, programs and hours of operation. Orients guests to galleries and site, as required. Promotes the products and services offered by the museum and provides specific details as required.
- Responds to guest complaints and requests, as needed. Makes service recovery gestures in accordance with established guidelines. Routes inquiries to appropriate staff.
- Completes opening and closing shift duties, including securing buildings and grounds, and communicates outstanding guest requests or issues to management for monitoring or follow-up.
- Performs some of the duties of the Supervisor in their absence (e.g., scheduling daily tasks of students, liaising with onsite contracted services).
- Maintains the Guest Services employee procedural guide and orientation programs, and trains seasonal Guest Services staff, under the supervision of the supervisor.
- Oversees daily cash floats for admissions, gift shop and food services ($2,000 average).
- Backs up Guest Services Assistant (Museums).
- Performs other related duties as assigned.

**Knowledge, Skills, and Abilities**
- Thorough practical knowledge of customer service, point of sale systems, cash handling, public speaking, and food/retail services, normally acquired through the attainment of a 1 year certification in hospitality, business or visual merchandising, plus 2 years of related retail, hospitality or food service experience.
- Knowledge of safe food-handling procedures.
- Knowledge of retail operations (e.g., purchasing, inventory control, merch