Job description

ROLE OVERVIEW & ACCOUNTABILITY

The Guest Services Guide will act as a true ambassador of the brand, ensuring daily operations are executed according to Museum of Illusions Orlando's standards for all aspects of the business through guest service. The guides role is creating a highly positive guest experience and providing an exceptional standard of customer service at all times.

DELIVERABLES

• Create a highly positive experience for all guests that is conducive to repeat visitation and positive word of mouth for the museum
• Proactively and warmly welcome guests, respond to questions, and offer assistance
• Validate admission and assist guests throughout the museum
• Build an excellent knowledge of exhibits to encourage guests to learn, have fun and become a part of the exhibits
• Maintaining a smooth flow of traffic by proactively guiding visitors to various spaces and exhibits
• Resolve/communicate general complaints and issues from guests on site, escalate efficiently when required
• Able to work a flexible schedule that meets the needs of the business, including weekends, evenings, holidays, and call-in shifts
• Ensure guests with accessibility requirements are supported and provided an exceptional level of care
• Provide creative approaches to excellent customer service
• Provide leadership with feedback received from guests or any other relevant observations which may improve guest experience
• Monitor general housekeeping and cleanliness throughout the venue; ensure facilities remain in good repair, and that employee and customer safety standards are maintained
• Perform miscellaneous job-related duties as assigned

Security and Safety

• Maintain and follow proper safety and protocol
• Have a knowledge of current evacuation and security contingency plans and is able to direct visitors if required
• Report any issues related to the exhibits or on the premises which may compromise visitor / employee safety
• Confidentially reports suspected misconduct or any behavior which compromise Museum of Illusions Orlando values to GM or senior staff

Job Specific Knowledge/Skills

• A motivating role model with a passion for training and developing people
• Demonstrated customer services skills obtained through practical experience in box office or entertainment/hospitality industry preferred
• An ability to think creatively and contribute ideas to improve visitor experience
• Passion and/or interest in the arts or entertainment a plus
• Excellent listening, oral and written communication skills, with a proven ability to engage a diverse group of stakeholders
• Works well in a team environment
• Must be able to present to groups including events and tours
• Ability to read, understand, follow, and enforce safety procedures.
• Must be over 18 years old
• Must have a genuine love and desire to interact with people and ability to empathize with others
• An ability to maintain resilience and composition in pressured situations
• A willingness to be adaptable when required
• Fluent in Spanish, or one foreign language a plus

Job Types: Full-time, Part-time

Pay: $15.00 per hour

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Orlando, FL 32819: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you the age of 18 or over?

Experience:

• Customer service: 1 year (Required)

Language:

• Spanish or second language other than English (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Required)

Work Location: In person

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