Position Summary:

Guest Experience team member works to provide consistent exceptional guest services to visitors of the Indian Pueblo Cultural Center. While collecting admission and organizing center activities, including tours, acts as an ambassador for the brand to ensure positive word-of-mouth recommendations. Under the direction of the Director, uses center wide information to ensure guests have correct information with increased opportunities for long-term engagement.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Welcomes guest to the Indian Pueblo Cultural Center providing accurate information on routine topics (i.e. 19 Pueblos, IPCC, etc.) and repetitive questions (wayfinding, event schedule, etc.) in a positive and professional manner on a consistent basis while communicating the mission and vision of IPCC/IPMI.
• Uses sales techniques and proper cash handling skills to sell admissions, encourage membership and offer opportunities for repeat visitation and guest engagement.
• Responsible for operating the cash register, daily records and the proper handling of cash receipts.
• Responsible for "First Impressions" of IPCC and remains professional, diplomatic and tactful when addressing customers and guests.
• Book and executes prescheduled and walk-on tours for museum to ensure group tour needs are met as booked and feedback from group is communicated, as needed.
• Leads group tours using techniques and talking points designed to increase visitor experience, by being patient, remaining calm, listening to guests' needs, and communicating clearly.
• Works with management to provide coordination of routine customer engagement points (i.e. dance program, art markets, daily vendor program, and other events).
• Uses internal talking points, reference materials, and information on the 19 Pueblos, IPCC/IPMI, and greater Albuquerque area to communicate accurate information to guests.
• Assists guests and/or directs to both internal and external resources even in difficult situations by being patient, remaining calm, listening to guests' needs, and communicating clearly.
• Types, files and distributes mail as needed.
• Performs other duties as required.

Minimum Qualifications:

High school diploma or GED; 6 months experience at information desk or in a customer service related role. Must be able to successfully pass a pre-employment drug/alcohol screen and background investigation. Native American preference will be given.

Knowledge, Abilities, Skills, and Certifications:

• Knowledge of cash handling and point of sale register system.
• Ability to maintain a positive attitude and a willingness to assist, even through difficult situations.
• Ability to speak in public settings, addressing small and large groups.
• Ability to multitask and handle variations in the workload.
• Ability to communicate effectively in the English language, both verbally and in writing with staff and the general public.
• Ability to communicate with a diverse population of guests through multiple channels including face-to-face, telephone, and written correspondence.
• Ability to be friendly, responsive, caring, knowledgeable and flexible with all customers.
• Ability to listen carefully in order to understand other's needs.
• Ability to work towards solutions.
• Ability to provide excellent service to customers and maintain a professional appearance and manner.
• Skillful at promoting and selling additional services/products through recommendations.
• Skilled in utilizing business related internet applications and Microsoft Word.

Physical Demands:

While performing the duties of this job, the employee regularly is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee occasionally is required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

Work is generally performed in an office/museum setting.