Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation’s third largest arts center. Comprised of three Art Partners—Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art—there’s a role for everyone at The Woodruff.
Reports to:
Assistant Director, HMA Guest Relations
FLSA:
United States of America (Non-Exempt)
Employment Status:
Temporary/Part time
The High Museum of Art is seeking a dynamic, results-oriented Guest Relations Representative to join our team. This role is essential for delivering top-tier service and driving revenue through memberships, ticket sales, and other offerings. Ideal candidates will excel in sales, communication, and operational efficiency while thriving in a fast-paced, high-demand, thrilling environment.
Work Schedule and Availability
- Tuesday to Saturday: 9:00 AM – 5:00 PM (or) 9:00 AM – 2:00 PM
- Sunday: 10:00 AM – 5:00 PM
- First and Third Fridays: 2:00 PM – 10:00 PM (Friday Programs)
- Other* (Evening Programs): 12:00PM – 8:00 PM (or) 1:00 PM – 9:00 PM
Applicants must present availability for both weekdays and weekends, including occasional evening and special event shifts. Flexibility is required to support museum programs, events, and operational needs, with mandatory attendance on key dates.
Key Responsibilities
1. Sales and Revenue Generation (40%)
- Actively engage visitors to promote and sell museum memberships, tickets, and other offerings.
- Consistently meet and exceed sales targets by using upselling and cross-selling techniques.
- Confidently handle sales conversations, including managing objections or rejections with professionalism.
- Maintain thorough knowledge of the museum’s offerings and upcoming programs to create value in the membership experience.
2. Visitor Engagement and Communication (20%)
- Provide guests with proactive assistance, resolving inquiries or complaints to ensure a positive visitor experience.
- Adapt communication styles to engage visitors from diverse backgrounds, maintaining clarity and professionalism in all interactions.
- Remain updated on museum policies, relaying accurate and timely information to visitors, especially regarding ticketing or program updates.
3. School and Group Tours (10%)
- Facilitate smooth arrivals, check-ins, and departures for school and group tours, ensuring adherence to schedules.
- Comfortably manage groups of children and large tours, maintaining enthusiasm and control while supporting the educational experience.
- Assist in addressing group-specific needs or logistical challenges to ensure compliance with museum guidelines.
4. Operational Efficiency and Accuracy (15%)
- Perform transactions with precision, ensuring accuracy in cash handling and proficiency with POS systems and CRM tools (e.g., Tessitura).
- Maintain a smooth operational flow during high-traffic periods by minimizing guest wait times and ensuring efficient processes.
- Quickly adapt to new operational processes or technologies, recognizing and addressing inefficiencies as they arise.
5. Critical Thinking and Problem Solving (5%)
- Demonstrate strong decision-making abilities when handling day-to-day responsibilities, troubleshooting issues, or addressing guest concerns.
- Act as a go-to resource for peers during operational transitions, helping to ensure smooth handoffs and resolution of challenges in real time.
6. Leadership and Accountability (5%)
- Take initiative in improving personal performance by consistently meeting goals and contributing to the overall team’s success.
- Collaborate with management by proactively identifying opportunities for sales, process improvements, and guest satisfaction.
- Be a team player, assisting in setup, transitions, and events while contributing to a culture of accountability and teamwork.
7. Role Versatility and Adaptability (5%)
- Rotate confidently between roles such as School and Group tours, Ticketing/Admissions, Membership Sales, Greeter, and Smart Box Cart, ensuring proficiency in all areas.
- Display flexibility by adapting to different tasks and priorities as needed to support daily museum operations.
Qualifications
- Sales Experience: 3+ years of experience in a sales-driven environment, with a proven ability to meet or exceed targets. Strong skills in upselling and closing sales.
- Customer Service: 3+ years of experience in high-volume, fast-paced settings. Demonstrated ability to maintain a positive and solution-focused demeanor in challenging situations.
- Technical Proficiency: Proficiency in CRM systems such as Tessitura and ability to adapt quickly to new technology and platforms.
- Communication: Exceptional verbal and written communication skills, with an emphasis on clear, professional, and effective engagement with diverse audiences.
- Problem Solving: Strong critical thinking and problem-solving abilities, particularly in high-pressure environments.
- Leadership: Experience taking initiative, with a proven ability to manage responsibilities independently and collaborate effectively with teams.
- Adaptability: Ability to shift roles and responsibilities as needed, with flexibility to work weekends, and evenings for special events.
- Physical Requirements: Capable of lifting up to 15 pounds without assistance and up to 50 pounds with assistance. Able to stand for long periods and work in both stationary and mobile roles.
- Bilingual Skills (Preferred): Multilingual candidates are encouraged to apply to accommodate the museum’s diverse audience.
Performance Benchmarks and Metrics
- Meeting or exceeding sales targets
- Accuracy in handling transactions and navigating operational systems
- Proactive and consistent engagement with visitors
- Flexibility in shifting between roles smoothly
- Leadership in problem-solving and accountability
