Visitor Experience Associate
| DATE POSTED: | Monday, January 6, 2025 |
| EMPLOYER: | The Manitoba Museum |
| CITY/TOWN: | WINNIPEG |
| BUSINESS LOCATION: | 190 RUPERT AVENUE |
| DESCRIPTION: | 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 logistical support and bartending services for internal events. 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. Criminal record, vulnerable sector and child abuse registry checks will be required of the successful candidate. 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. iii. Respond to inquiries in person, over the phone, and through email by following proper Museum procedures and communication etiquette. 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 Tessitura and SalesVu 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. i. Visitor & Member Services: Checking reception voicemails/emails and calling in other Visitor Services Associates on days a Supervisor/Manager is not scheduled to work, accepting deliveries at the front desk, and preparing membership letter mailings. ii. Programs/ Rentals/Events: a. Processing customer payments at the Box Office ensuring that all internal procedures are properly followed. b. Provide logistical support and services for Museum internal events, including setup and takedown of equipment/ bar; bartending using the shop point of sale system; 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 school diploma iii. Minimum one year of experience in a retail/sales work environment using a Point-of-Sale (POS) system iv. Minimum one year of experience handling/accounting for various forms of payment, or v. An equivalent combination of education and experience vi. Experience working in a museum or non-profit organization is considered an asset vii. Experience working in a unionized environment is considered an asset viii. Smart Choices Certificate is considered an asset Skills, Abilities and Knowledge i. An enthusiastic and friendly manner with a genuine desire to provide outstanding customer service ii. Effective written/oral communication, interpersonal, organization, and mathematical skills iii. Demonstrated ability to engage effectively with culturally diverse audiences/audiences of varying age iv. Demonstrated understanding of retail sales principles, customer service practices, and ability to recognize and capitalize on sales opportunities v. Basic cash handling skills and understanding of security practices in a sales environment vi. Demonstrated knowledge and skill in Microsoft Office and Windows applications vii. Ability to multi-task, work as part of a team, and take initiative independent of direct supervision viii. Ability to creatively problem solve and work under pressure to meet tight deadlines ix. Ability to remain calm in stressful situations and be flexible to last-minute requests x. Demonstrated knowledge and understanding of the requirements of proper business demeanour, including professionalism, conscientiousness, reliability, punctual attendance, and appropriate time management xi. Fluency in French and/or an alternative language is considered an asset xii. Experience in maintaining accurate database records and merchandising displays is considered an asset xiii. Experience working with and managing volunteers is considered an asset |
| HOW TO APPLY: | This is a part-time permanent position beginning as soon as possible. Fluency in both official languages is an asset. The incumbent will report to the Visitor Experience Supervisor. The pay is $16.36 per hour. Availability for weekend (Saturday & Sunday), weekday, and occasional evening shifts is essential. Applications will be received until 4:30 pm on January 20, 2025. Please submit your resume including a cover letter and schedule availability to: Manager of Volunteer & Employee Relations The Manitoba Museum 190 Rupert Avenue Winnipeg, Manitoba R3B 0N2 hr@manitobamuseum.ca Fax: (204) 942-3679 The Manitoba Museum is committed to inclusion and employment equity and welcomes diversity in the workplace. The Manitoba Museum recognizes the importance of building a workforce reflective of the visitors it serves. Therefore, the Manitoba Museum supports equitable employment practices and promotes representation of designated groups (women, Indigenous people, persons with disabilities, visible minorities). Employment Equity is a factor in selection for this position. Consideration will be given to Indigenous people, visible minorities and persons with disabilities. All applicants are encouraged to self-identify if they are members of the designated groups (women, Indigenous people, persons with disabilities, visible minorities) in their application. This document is available in other formats and accommodations will be provided throughout the selection process upon request. Contact Human Resources at 204-956-2830 if you have an accommodation request. We thank all applicants for their interest; however, only those being considered for interviews will be contacted. We are not able to acknowledge receipt of applications submitted via Fax or mail. |
