| Location: |
Fulton, MO |
| Department: |
Full-time Staff |
| Listing Date: |
2025-05-28 |
| Position: |
Museum Guest Services Coordinator |
| Job ID: |
3301425 |
| Job Type: |
Full-Time |
The Museum Guest Services Coordinator plays a pivotal role in ensuring a positive and memorable experience for visitors to the museum. Under the direction and support from the Director of Museum Operations, this entry to mid-level role involves overseeing and managing various aspects of guest services, including ticketing, information dissemination, visitor engagement, tours, upkeep of the gift shop, and ensuring a smooth flow of operations within the museum. The coordinator is responsible for leading a guest services team consisting of part-time employees and students, fostering a welcoming atmosphere, and contributing to the overall success of the museum's mission to educate, inspire, and entertain visitors.
This position works daily in a typical office setting, although this exempt position may require some weekend and evening work, including participation in social activities and Museum and/or College events. Supervision responsibility of the 7 day a week operation of Museum may require remaining on-call during non-office hours.
At Westminster College, we believe in immersive and enriching experiences that inspire creative thinking and problem solving. We believe in creating opportunities for several different paths to success over a lifetime and the potential to make an impact from wherever you are. For our students, we do this by providing real-world, hands-on learning opportunities, small class sizes, and talented professors dedicated to the individual. Our employees often remark that our tight-knit community creates an atmosphere fostering campus involvement that adapts to all interests. As a result, Westminster continues to be recognized for its excellence in higher education as one of the best small liberal arts colleges in the Midwest.
Visitor Engagement & Enhancement:
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- Scheduling weekly coverage and monitor the coverage.
- Greet and welcome visitors to the museum, providing a warm and inviting atmosphere upon entry.
- Answer visitor inquiries, provide information about exhibitions, events, and museum amenities.
- Offer guidance on the museum layout, highlighting key points of interest and assisting with wayfinding.
- Provide input on visitor feedback and contribute to the continuous improvement of guest services.
Ticketing and Admissions:
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- Oversee ticketing operations, ensuring efficient and accurate processing of admission fees.
- Train and supervise staff members responsible for ticket sales, memberships, and group reservations.
- Maintain up-to-date knowledge of admission rates, special offers, and membership benefits.
Team Leadership:
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- Recruit, train, and manage a team of guest services representatives.
- Set clear expectations, provide ongoing feedback, and organize regular weekly team meetings.
- Foster a collaborative and customer-focused work environment.
Gift Shop Upkeep:
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- Maintain a clean and well-stocked gift shop for visitors.
- Oversee online gift shop orders; pack and print online sales in a timely manner.
- Provide input and feedback to the Director of Museum Operations on sales data for current items, and offer ideas for new merchandise.
Information Dissemination:
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- Develop and maintain a comprehensive understanding of current and upcoming exhibitions, programs, and events.
- Disseminate information to visitors, both in-person and through digital platforms, ensuring accuracy and consistency.
Conflict Resolution:
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- Address visitor concerns, complaints, and conflicts in a professional and empathetic manner.
- Work to resolve issues promptly and escalate matters as necessary.
Accessibility and Inclusivity:
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- Ensure that the museum is accessible and welcoming to all visitors, including those with diverse backgrounds and needs.
- Implement strategies to accommodate visitors with disabilities, language barriers, and other special requirements.
Collaboration and Communication:
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- Coordinate with other college departments and services, including academic, security, and facilities, to ensure seamless operations.
- Communicate effectively with staff, volunteers, college departments and external partners to promote a unified guest services approach.
Record-keeping and Reporting:
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- Create daily deposits of POS profits, maintain accurate records of visitor statistics, feedback, and other relevant data.
- Create and file daily deposits and sales reports for the Business Office
- Generate regular reports on visitor trends and feedback for management and strategic planning purposes.
- Correct register over/under amounts, working with the Director of Museum Operations and the Business Office as needed.
Education: Bachelor’s degree in business administration, hospitality management, arts administration, museum studies, or a related field (or equivalent experience).
Experience and Skills:
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- Previous experience in customer service, guest relations, or front-line operations, preferably in a museum, cultural institution, or hospitality setting.
- Strong interpersonal skills and the ability to communicate effectively with diverse audiences.
- Leadership and team management experience, with the ability to motivate and develop a team of guest services representatives desired. Training will be provided.
- Knowledge of museum operations, exhibitions, and programs, and a genuine passion for art, culture, and history.
- Proficiency in using ticketing and point-of-sale systems, as well as basic computer software.
- Exceptional problem-solving and conflict resolution skills.
- Adaptability and the ability to thrive in a fast-paced, dynamic environment.
Benefits:
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- Medical, dental, and vision options
- Health Savings Account and/or Flex Spending Account
- Supplemental options: Short-term disability, Hospitalization, Accident, and Critical Illness
- Stand-alone EAP program
- Life, AD&D, and long-term disability
- Retirement 403(b) plan
- Tuition remission or exchange programs
- Sick and Vacation time
- Paid Holidays (15+ each year)
Review of applications will begin immediately and will continue until the position is filled or the search is closed.
Apply
Westminster College/America's National Churchill Museum encourages and gives full consideration to all applicants for admission, financial aid, and employment. The College is committed to creating a diverse environment and is proud to be an equal opportunity employer. The College does not discriminate in access to, treatment of, or employment in, its programs and activities on the basis of race, color, age, religion, sex, gender, sexual orientation, gender identity or expression, national or ethnic origin, citizenship, veteran status, marital status, disability, or genetic information.
Inquiries about compliance with this prohibition should be directed to:
Associate Vice President & Chief HR Officer/Title IX Coordinator
501 Westminster Ave, Washington West, 2nd floor
Fulton, MO 65251
HR@Westminster-mo.edu
573-592-5226
