Job Description

Date: 02/21/2025

Location: Museum of the Bible, Washington D.C.

Job Title: Ambassador, Guest Relations

Employment Status: Hourly Full time permanent

Salary: $25.00 / hour non exempt

Ambassador

POSITION SUMMARY

The role of the Ambassador is to maximize the guest experience by providing the highest level of customer service and dedicated Museum information to our guests on each assigned floor. This includes, but is not limited to, greeting, promoting membership and providing a museum orientation to all guests. The Ambassador will assist GR leadership with guest inquiries, comments, and concerns. He/she will be empowered to resolve issues and provide service recovery as needed, ensuring that best customer service practices and company policies are always adhered to. This is a highly visible role for our guests, VIPs, and our Guest Relations team.

DUTIES & RESPONSIBILITIES

The Ambassador is tasked with delivering top-notch customer service, thereby helping to create a 5-star culture, He/she will serve as the primary MOTB representative and steward of the guest experience on our Museum floors. Must be willing to work weekends as a rotating schedule.



Consistent with "The Core 4" standards (1. Make eye contact. 2. Smile. 3. Speak enthusiastically 4. Stay connected) the Ambassador will maximize the guest experience by:
Creating and providing both the initial & final warm welcome & farewell during the guests' visit Assisting with inquiries and directing & escorting guests with the highest hospitality standards, as the situation requires Enhancing the guest experience by promoting memberships and upsell opportunities Serving as the lead floor "supervisor" and coordinating relevant interdepartmental requirements as needed for operational oversight. Overseeing the overall upkeep and hygiene of the assigned floors; coordinating as needed with facilities and housekeeping teams to ensure optimal cleanliness and maintenance standards. Taking the lead, as directed, in coordinating protocols on assigned floors in emergency situations in line with MOTB standard operating procedures. Being trained as a docent to possess strong knowledge of museum content & exhibitions and provide guided experiences for guests to enhance their visit. Managing guest service lapses as they arise, consistent with MOTB's service resolution standards, centered on creating an excellent total experience. Possessing the technical and operating knowledge of all museum attractions in order to ensure the smooth operation of each attraction. Being proficient with the MOTB ticket platform, in order to sell tickets and memberships. Consistently providing genuine, impromptu acts of kindness for guests that create memorable and differentiating experiences. Other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

Knowledge
Bachelor's degree in museum studies/hospitality, history, education, or equivalent experiential learning strongly preferred. 1-2 years of museum experience preferred.
Skills / Core Competencies
Extraordinary customer service skills. Excellent verbal communication skills - must be an outgoing "people person." Excellent organizational skills with high attention to detail. Basic computer literacy (Outlook, Word, Excel)
Abilities / Attributes
Champion the Museum of the Bible's mission to invite all people to engage with the transformative power of the Bible. Must be able to work weekends as well as evenings & holidays as needed. Must have seven-day availability to work scheduled rotation. Stand for extended periods of time and lift 30 lbs. * As needed, inclusion in official or incidental photographs and videos for MOTB and/or guests.