Guest Service Lead

Applications will be reviewed beginning Tuesday, January 6th.

The Mission of MIM:
The Musical Instrument Museum (MIM) enriches our world by collecting, preserving, and making accessible an astonishing variety of musical instruments and performance videos from every country in the world. MIM offers guests a welcoming and fun experience, incomparable interactive technology, dynamic programming, and exceptional musical performances. MIM fosters appreciation of the world's diverse cultures by showing how we innovate, adapt, and learn from each other to create music— the language of the soul.

Core Values:
Our four core values represent the standards by which each team member is expected to contribute towards the excellence of the MIM experience.

• Guest-Friendly: MIM provides a welcoming, engaging, and accessible experience for each guest.
• High-Performing: MIM team consistently exceeds expectations.
• Ever-Changing: MIM is in constant evolution as it strives to improve continually.
• Sustainable: MIM is committed to ensuring the sustainability of the organization for generations to come.

MIM is looking for an enthusiastic and energetic individual to assist with managing the guest service team, including volunteer team members; to interact with museum guests; and to assist with departmental daily operations in a fast to slow‑paced environment depending on the season. Guest service leads assist with ensuring a positive guest experience which reinforces the MIM brand for over 325,000 guests per year.

• Assist with the daily operations and management of the guest service team.
• In conjunction with the guest experience director, maintain all operating policies, procedures, and training materials for guest service and ticket sales in the lobby, over the phone, and online. Communicate and ensure compliance with policies for sales, reports, customer service, cash handling, returns, and box office opening and closing procedures.
• Address any guest or volunteer team member problems, questions, or concerns, including escalated guest issues.
• Select, train, and manage guest service team members. Provide coaching and development opportunities in order to foster a high‑performance culture.
• Handle bookings for self‑guided tour group requests, including welcoming group tours to MIM and preparing them to begin their visit.
• Ensure team's success in meeting Duo and Family level membership goals, primarily through data entry, acknowledgement, renewal reminders, and reporting. Also handle data entry and acknowledgement process for higher membership levels.
• Assist with managing all guest service volunteer team member assignments.
• Maintain familiarity with pertinent software including Patron Manager, Microsoft Planner, and Volgistics.
• Assist with storage and distribution of the guide
  
  PORT audio system distributed to guests.
• Settle cash drawers and reconcile cash variances.
• Serve as primary backup for the frontline team, including at phone stations, ticket sales, coat check, etc.
• General Expectations:
  Maintain regular attendance and punctuality. Follow all policies and procedures. Cultivate inclusive and respectful working relationships that support a sense of belonging for all team members, volunteer team members, and guests. Perform other duties of a similar nature and level as assigned.

• High school diploma or GED equivalency and two years of general customer service experience or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed in the job description.
• Some supervisory experience in guest service at a museum, performing arts organization, or similar institution is strongly preferred. Exceptional customer service skills are required.
• Strong computer skills in Windows‑based applications, including Microsoft Office.
• A positive attitude that promotes teamwork and a favorable image of the museum.
• Excellent presentation, interpersonal, and written communication skills.
• Strong problem‑solving skills and ability to quickly adapt to changes and make swift decisions.
• Ability to cheerfully exercise patience and sound judgment in a…