Guest Services Assistant (Museums)

Our Story:

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

General Purpose:

Performs customer service, reception, café, and gift shop duties at museums.

Duties/Responsibilities:

• Performs reception duties (e.g., receives/greets/orients visitors/groups, processes admission fees and payments, provides information).
• Answers phones and general inquiries, updates voicemail message, takes messages, forwards urgent information to staff, and takes bookings and deposits for programs and special events.
• Responds to complaints. Makes service recovery gestures per established guidelines. Notifies management of issues that may require monitoring/follow-up and refers escalated issues.
• Performs security duties with other staff (e.g., locks building, activates alarms).
• Maintains brochure rack, gift shop, and café inventory (e.g., orders/codes/stocks inventory). Sells gift shop and food products. Maintains gift shop and café area (e.g., light cleaning, tidying).
• Assists marketing staff with online promotions (e.g., social media). Assists to set up events, as required.
• Records/maintains visitor attendance data. Assists with annual membership administration.
• Maintains, organizes, and reconciles revenue, petty cash, and cash float and prepares deposits for courier pickup. Prepares and distributes invoices (e.g., schools). Follows up with clients on outstanding invoices.
• Orders office supplies. Prepares and processes purchase orders and obtains approvals, as necessary. Arranges repair/servicing of office equipment. Contacts IT for computer issues.
• Processes mail. Forwards employee expense statements and invoices to Finance.
• Prepares parking passes for volunteers and visitors, as required.
• Performs related duties as assigned.

Knowledge, Skills & Abilities:

• Knowledge of customer service, office, and bookkeeping procedures acquired through a Grade 12 education plus 1 year of related experience.
• Knowledge of and ability to follow policies and procedures (e.g., financial processes).
• Organization skills to reconcile accounts and investigate and resolve financial discrepancies, maintain spreadsheets, and run reports.
• Communication and customer service skills to relay information and respond to inquiries from the public; exchange information with co-workers; train and write information for volunteers; and participate as an effective team member.
• Computer skills with ability to use software such as Microsoft Office and a point-of-sale system.
• Must provide an acceptable Police Information Check (Level 2) for bondability.
• Ability to work weekends and holidays as part of a set schedule.
• Ability to support and demonstrate the Region’s values

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

The Region of Waterloo is an equal opportunity employer committed to an inclusive,barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require accommodation,please notify us and we will work with you to meet your needs.

Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number 519-575-4400, or TTY number 519-575-4608 to request an alternate format.