Visitor Services Associate

Job Summary

Visitor Services Associates greet visitors from all over the world as they arrive at Strawbery Banke; sell admission tickets, memberships, and merchandise; and provide visitors with the information they need to start their tour of the museum.

Duties and Responsibilities

Primary Duties

●  Greet visitors in a friendly and welcoming manner, providing information about Museum

exhibits, events, and admission prices.

●  Process admission transactions, including ticket sales, memberships, group reservations, and

merchandise sales using the Museum's ticketing and point of sale system.

●  Maintain proper cash controls and inventories of Museum merchandise.

●  Handle cash, credit card transactions, and provide accurate change, following established

cash-handling procedures.

●  Promote and explain Museum membership programs, encouraging visitors to become members

and providing information about associated benefits.

●  Answer inquiries about Museum hours, exhibit details, special events, and other relevant

information, either in person or over the phone.

●  Provide excellent customer service by addressing visitor concerns, resolving issues, and ensuring

a positive experience for all Museum guests.

●  Assist with special events, programs, and exhibitions, including ticketing, crowd control, and

managing admission logistics.

●  Provide assistance to visitors with special needs, ensuring that they have access to necessary

accommodations.

●  Adhere to Museum policies and procedures, including those related to security, confidentiality,

and customer interactions.

●  Reconcile daily cash register transactions and report any discrepancies to the appropriate

personnel.

●  Be a resource for visitors, providing information about the historic houses, events, and

educational programs, as well as general information about Portsmouth

●  Uphold the mission of Strawbery Banke Museum and help implement its Long Range Interpretive Plan

●  Participate in annual and ongoing training to build professional knowledge in historical content and interpretive techniques

●  Maintain a professional demeanor; comply with stated personnel policies, cultivate good relations with colleagues; and represent the Museum in a positive light

●  Work punctually on a tightly timed schedule

●  Other duties as assigned by the Director of Visitor Services

Qualifications

●  Previous cashier and retail experience

●  Knowledge of Portsmouth and the surrounding area

●  Excellent public speaking skills and interpersonal abilities

●  Ability to work enthusiastically with audiences of all ages, abilities, and cultural backgrounds

●  Basic computer skills

●  Sound judgment in response to challenging situations

●  Positive attitude and ability to build respectful working relationships

Requirements of all Strawbery Banke Museum Staff:

SBM is committed to fostering a workplace that is truly equitable, inclusive, and accessible for a diverse group of staff, volunteers, and visitors. As such, it is an essential requirement that every SBM staff member:

Exhibit a positive, collegial attitude and ability to work cooperatively with others at all levels of the organization including direct reports, colleagues, supervisor, volunteers, and visitors of all ages, abilities, and cultural backgrounds;

Actively contribute to an organizational culture of empathy, dignity, trust, and respect. Each person at SBM agrees to proactively prevent and address issues such as unconscious bias, harassment, gender disparity, racial inequity, political divisiveness, and barriers to accessibility; and

Foster inclusive and engaging interactions, accommodate safety and comfort needs and requests, and to provide the best visitor experience possible. Staff members equally share the responsibility of immediately addressing a deficiency, and/or, notifying the appropriate department or supervisor to address any situations.

Strawbery Banke Museum Staff Norms:

SBM is committed to fostering a supportive and safe work culture. Through a series of training sessions in 2022-2023, staff collectively established and approved the following norms:

We will set and acknowledge boundaries that foster a healthy work/life balance

We will help and support each other to create psychological safety and trust

We will welcome different viewpoints, values, and ideas in solving organizational problems

We will proactively, honestly, and constructively create clear expectations regarding

communication with all potential stakeholders

We will hold ourselves and each other accountable in executing mutually agreed upon decisions

Working Conditions

Weekend work is required. Work is performed indoors in a climate-controlled environment.

Physical stamina sufficient to maintain an attentive posture for several hours, to respond quickly to visitors’ needs, and to otherwise fulfill the requirements of assigned tasks as needed. Some light lifting is required.

Must be physically and mentally able to perform the essential functions of the position, with or without reasonable accommodations.