Guest Experience Service Associate - California Academy of Sciences : Job Details

California Academy of Sciences, Golden Gate Park, San Francisco, California, United States of America Req #128

About the Opportunity:

The Service Associate reports to the Guest Experience Assistant Manager and is responsible for tasks pertaining to the day-to-day operations and providing platinum-level customer experiences to guests of the California Academy of Sciences. Areas of responsibility included are the entryway, theaters, exhibits, and various special events throughout the museum. As assigned by the on-duty Assistant Manager, the Service Associate will respond to constantly changing operational needs by providing excellent customer service.

This position requires evening, full weekend, and holiday availability. The California Academy of Sciences is open to the public 365 days a year.

Organizational Culture:Join a team dedicated to the Academy's mission, vision and values! Currently, the Academy has a new strategic plan including three initiatives – Hope for Reefs, Thriving California, and Islands 2030 – that leverage biodiversity science, environmental learning, and collaborative engagement to regenerate fragile ecosystems around the world. We are committed to ensuring diversity, equity, accessibility, and inclusion are intrinsic to Academy culture and operations, from recruitment and retention to science and advocacy. We hope you are inspired by what we do and are excited to contribute to our mission. The mission of the California Academy of Sciences is to regenerate the natural world through science, learning, and collaboration. The Academy is looking for candidates who do great work, and we know they may come from a number of different backgrounds and experiences. We encourage you to apply even if you do not believe you meet every one of the qualifications for the position. This position is based in San Francisco, California. Please do not apply if you are not able to work onsite.

About the Guest Experience Team:

The Guest Experience team provides the highest level of service to all of our visitors, members and beyond. Our team is responsible for overseeing public floor operations including the entryway, theaters, exhibits and various special events. We are often responding to constantly changing operational needs and work closely as a team to solve problems. Our team is essential to creating a positive guest experience.

Key Responsibilities:

• Work with and engage in Guest Experience tasks (hosting, group entry facilitation, way-finding), ushering shows and crowd control (Planetarium and Forum), and exhibit facilitation (Rainforest and Earthquake).
• Engage with visitors by providing information on daily programs, exhibits, suggested museum itineraries, and San Francisco attractions.
• Facilitate traffic flow in and out of the museum, exhibits, and theaters.
• Continuously interact with our guests to ensure an excellent experience that exceeds their expectations.
• Assist in special events and after-hours operations in the aforementioned areas, as assigned. During special events follow the supervision of the Special Events Coordinator.
• Operate Access Control System by using electronic scanners, manual ticketing, and exhibit access control.
• May provide necessary support to the Guest Experience team as needed to ensure the smooth operation of the department, including light office work and visitor registration.
• Work with the Custodial Team to assist with general cleaning and sanitation of workspaces and high-touch areas of the public floor.
• Other duties as assigned.

Qualifications: A successful candidate will have the following:

• Experience:
• Prior experience in a fast-paced customer-facing environment.
• Experience with ticketing systems, electronic scanners, and tablets.
• Experience with children and families preferred.
• Honesty and reliability required.
• Commitment to excellent customer service.

Knowledge, Skills, and Abilities:

• Ability to work independently and show initiative.
• Ability to work in a busy, fast-paced environment.
• Ability to be courteous with the public, including children, for extended periods of time.
• Familiarity with Google Suite is a plus.
• Able to perform repetitive motions 75% of the time.
• Ability to transport 25lbs.

Physical Environment:

The physical expectations described here are representative of those that must be met by an employee to successfully perform the duties and responsibilities of this position. At the Academy, we get to work in pretty unique spaces! We have active positions on the public floor that require repetitive motion, moving through and rotating to different positions throughout the day. In the Rainforest exhibit, we work in humid temperatures around various wildlife i.e., birds, snakes, spiders, and insects. In the Planetarium exhibit, staff works in a sometimes darkened theatre environment with steps on a 30-degree slope.

APPLICATION DEADLINE:This position will close on October 11, 2024 at 9:00 pm. Review of applications will begin on October 7, 2024.

APPLICATION PROCESS:Please upload your resume and complete the brief online application.

The California Academy of Sciences will give full consideration for employment to all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance (SF Police Code, Article 49).

We are committed to ensuring that all employees and applicants shall receive equal consideration and treatment. All terms and conditions of employment, including but not limited to, recruitment, hiring, placements, transfers, promotions, compensation, benefits, terminations, training, and social and recreational programs, will be on the basis of qualifications of the individual for the positions being filled. The Academy does not discriminate against qualified applicants or employees with respect to any terms or conditions of employment on account of any characteristic protected by state or federal law or local ordinance. Read our full Equal Opportunity Statement here.