CAREERS

Guest Operations Assistant & Museum Shop Coordinator

Full-Time, hourly position (40 hours/week)

Supervisor: Guest Operations Manager

$15.50/hour

Overview:

Massillon Museum is a cultural hub where art and history come together. Having completed an expansion of its facility in 2018, MassMu now operates a 48,421-square-foot building that occupies an entire downtown city block in the heart of Massillon, Ohio. Governed by a board of directors and funded in large part by a municipal property tax levy, Massillon Museum maintains free admission, is open six days a week, and places emphasis on Diversity, Equity, Accessibility, and Inclusion (DEAI), and offers a diverse mix of educational programming and rotation of exhibitions. The permanent collections of both Massillon Museum and the Paul Brown Museum hold more than 30,000 artifacts and artworks along with over one million individual archival documents, negatives, photographs, and other ephemera. A dynamic staff consisting of nineteen part-time and full-time positions operate the museum alongside several contractors.

Position Summary:

The Massillon Museum Guest Operations Assistant and Shop Coordinator is an hourly, full-time position responsible for being the primary resource for guest experience in the Foundation Atrium (Museum lobby).  A professional, positive attitude is required to perform the duties with enthusiasm.  While stationed part of the time in the main lobby, staffing the front reception desk, this individual communicates with visitors by answering or providing resources in response to inquiries made in person or by phone. Museum Shop coordination requires facilitation and maintenance of inventory control and oversight of the Shop operations which include inhouse and online retail.

Responsibilities include:

·       Answering the phone and addressing the public.

·       Attending weekly online staff meetings.

·       Working some weekends and events as needed.

·       Creating flyers and informational assets.

·       Assisting Guest Operations Manager with training and instructing Museum staff on tenants of customer service/messaging.

Guest Operations Components:

·       Obtaining daily/weekly schedule from the Guest Operations Manager.

·       Maintaining a clean and orderly workstation.

·       Being stationed in the front lobby / at the front desk.       

·       Always maintaining professional communication with visitors and guests.

·       Utilizing Museum computer to enter guest information into survey software.

·       Operating Point-of-Sale system (for financial transactions and for sales and purchases).

·       Registering guests for classes, workshops, special events, etc., and staying abreast of schedule changes and the Museum calendar to satisfy customer inquiries.

·       Acting as point person to properly direct guests throughout the building and Museum.

·       Facilitating, assisting, and completing paperwork for incoming and outgoing deliveries and bulk mailings.

·       Processing memberships.

·       Assisting with rental inquiries and communicating general information regarding rates, available spaces, and available dates (per museum calendar) to the public and communicating those promptly to the Events and Volunteer Coordinator.

Museum Shop

·       Facilitating and maintaining shop inventory.

·       Adhering to budget and monthly spending threshold, as provided by the Guest Operations Manager.

·       Following the prescribed product assortment strategy (product mix and price level).

·       Exercising the Museum’s collection diversity, educational mission, and audience needs.

·       Maximizing profits and acquiring merchandise and products of the highest quality.

·       Facilitating online retail.

·       Creating and preparing attractive merchandise displays.

·       Overseeing and reconciling shop drawer each morning and close of day.

·       Creating monthly operation reports for submission to the Museum bookkeeper.

Physical Activity/Expectations:

·       Sitting for long periods.

·       Becoming familiar with Microsoft Office and applications for entering visitor information on a tablet touchscreen.

·       Working occasional evening and weekend events.

Detailed Description of Responsibilities:

The position requires computer technology skills that include entering guest information into the Museum’s survey software and operating a point-of-sale system to facilitate financial transactions for everything from artwork sales to purchases made from the Museum’s Shop.  Other responsibilities include registering guests for classes and special events and properly directing guests throughout the building; assisting with incoming and outgoing front desk deliveries; retaining knowledge about current and upcoming classes, exhibitions, and events; maintaining a clean reception area by complying with procedures, rules, and regulations; ensuring brochure racks are tidy and stocked with appropriate materials; assisting with opening and closing the Museum’s frontline at beginning and end of day; and contributing to the team effort by assisting with related tasks as needed.  While this position ensures the smooth operation of the frontline visitor experience and Museum shop, management of personnel still rests with the Guest Operations Manager, to whom the Guest Operations Assistant and Museum Shop Coordinator reports.

Museum Shop coordination requires facilitation and maintenance of inventory control; working within the budget and monthly spending threshold established by the Guest Operations Manager; ensuring a product assortment strategy, both in product mix and price level, to reflect the Museum’s collections diversity, educational mission, and audience needs, as well as to maximize profits; purposeful acquisition of merchandise of the highest quality products; creating flyers and informational assets for the Museum Shop; assisting the Guest Operations Manager with training and instruction for Museum staff to demonstrate outstanding service to all customers; facilitation of online retail; preparation of attractive merchandise displays; oversight of counting down the Shop drawer at the beginning and end of the day when present, and creating monthly operational reports for the Museum’s bookkeeper.

This position consists of clerical duties such as, but not limited to, assisting with processing membership when time allows; facilitating bulk mailings, including delivery and the necessary paperwork; and assisting the Guest Operations Manager with projects as directed.  This position will be the first line of contact for rental inquiries made in person or over the phone.  The duties will involve providing general information and rates about the available spaces, checking the requested date(s) against the Museum's calendar, and communicating this information to the Events and Volunteer Coordinator.

This position requires physical activities that include sitting for long periods.  Applicants should be familiar and comfortable with Microsoft Office and using applications for entering visitor information on a tablet touchscreen.  The Guest Operations Assistant and Museum Shop Coordinator must be comfortable answering phones and interacting with the public, which requires demonstrating practical and effective communication skills as well as patience. This role also involves regularly lifting and moving retail merchandise and supplies weighing up to 30 pounds. The candidate must also be comfortable standing, walking, or sitting for extended periods during shifts. Reasonable accommodations can be made to enable individuals with disabilities to perform these essential functions.

The Guest Operations Manager is responsible for scheduling the Guest Operations Assistant and Museum Shop Coordinator.  This position offers flexibility and requires reporting to the Museum on two weekend days a month.  Additionally, there may be occasional evenings and weekend events that require the position be scheduled. Online attendance at a weekly staff meeting is required.

Requirements and Benefits:

A high school diploma or GED and at least two years of experience in frontline positions is required.  Experience in related areas, such as hospitality or public relations, is beneficial.  The employee can participate in the Museum’s Simple IRA retirement program and the healthcare program (which includes vision and an option for dental) after 30 days of employment in this position.  PTO is earned from the start date, with eligibility for paid vacation starting at the first anniversary date.  Additional benefits include access to paid staff experience days, professional development opportunities, and a complementary individual membership to the Massillon Museum.

Applicants should send a cover letter and resume to the attention of Hiring Committee at jobs@massillonmuseum.org no later than Wednesday, May 14, at 5:00pm. Applications received after that date and time will not be considered.