Guest Service Agent

4 months ago

Mumbai Maharashtra, India Assignedge Network Pvt Ltd Full time

About the role

The Museum experience manager is a key professional responsible for ensuring that the

visitor experience is child-based, accessible to a wide audience, and reflects the mission

of MuSo. They will be supervising the Museum experience associates and museum

volunteers; to ensure and support sufficient staffing coverage in exhibit spaces. This role

combines elements of hospitality, education, operations, and guest services to create an

engaging and educational environment for museum-goers.

They have overall responsibility for overseeing and coordinating daily floor operations to

enhance visitor engagement, satisfaction, educational impact and safety by maintaining

exceptional standards of customer service, cleanliness, and physical appearance of all

publicly accessible spaces. They have to work closely with cross-functional teams,

including curators, educators, operations staff, and guest services personnel, to ensure

that the museum provides a seamless and enriching experience for all visitors.

The Visitor Services Supervisor handles customer service issues; ensures museum

standards for cleanliness; and demonstrates exemplary customer service and visitor

engagement to create a welcoming and inclusive environment. The majority of work hours

for this position are spent in public spaces of the museum in direct interaction with the

public.

Specialty duties

This manager position provides ongoing coaching and mentoring of Museum Experience

Associates and volunteers who benefit from a supported employment environment.

Key responsibilities

Guest experience and visitor engagement service enhancement:

- Be an ambassador for MuSo; ensure that every guest's experience at MuSo meets or

exceeds expectations, specifically through inclusive, culturally appropriate, positive

and memorable interactions with a friendly and sincere approach.
- Providing excellent customer service to daily visitors along with developing and

implementing strategies to enhance the overall visitor experience, ensuring it aligns

with the museum's mission and goals.
- Managing and responding to visitor concerns, comments and complaints, incidents

as they arise.
- Interacting with guests (adults and children) to confirm excellent experiences.
- Oversight of the museum’s front line staff; such as Museum Experience Associates,

Receptionist, event coordinators including hiring, training, hands on supervision in

providing exceptional customer service to visitors.
- Assigning breaks, lunches and duties to the Floor, Entrance and Volunteer staff.
- Taking the lead in emergency situations and safety issues.
- Ensures the museum’s safety and security, and cleaning/sanitizing procedures are

communicated to and followed by Floor Staff.
- Serves as the Floor Manager when the museum is open to the public.
- Leads and/or participates in internal meetings to support the needs of specific

audiences, such as school/camp groups and special needs.
- Stay updated with current trends in museum engagement and incorporate

innovative technologies and techniques into programs.

**Job Types**: Full-time, Permanent

**Salary**: ₹35,000.00 - ₹40,000.00 per month

Schedule:

- Day shift
- Morning shift

**Experience**:

- total work: 3 years (required)

Work Location: In person

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