Guest Services Representative

Guest Services Representative The Guest Services Representative is the first point of contact responsible with welcoming and greeting guests, visitors, and students. They will also be a front-facing resource to those signing up for any programs, events, and classes that the KIA offers. The Guest Services Representative will champion excellent service and work with staff from all departments to ensure an efficient and professional experience for all.This position supports the front of the house including the galleries, front desk, library, and gallery shop as needed and agreed upon by the employee and the Guest Services Manager. This position serves to ensure protection of the KIA's galleries and their contents when stationed in the galleries. Who We AreThe Kalamazoo Institute of Arts (KIA), is located in the heart of downtown Kalamazoo, Michigan. The mission of the KIA is to promote and cultivate the creation and appreciation of the visual arts in West Michigan. We believe the arts are for everyone; they inspire, fulfill, and transform. As the largest fine art museum and community based art school in the region, the KIA provides access to art and art making experiences not otherwise available. The KIA holds more than 5,000 fine artworks in its permanent collection; presents touring and collection exhibitions in 10 galleries; offers four terms of art classes at the Kirk Newman Art School across various disciplines; and houses the KIA Gallery Shop, featuring artwork by local artists and international artisans; as well as an Art Library. Our exhibitions and programs are designed to appeal to diverse, intergenerational audiences through broad representation, engaging content, and strong partner collaborations. What You'll Do Reporting directly to the Guest Services Manager, a Guest Services Representative will: Demonstrate the highest level of customer service, remaining professional, personable, and engaging to all museum visitors. Ensure that our visitor experience aligns with the museum's brand and mission. Open and close the museum exhibitions when scheduled in the galleries. Protect the artwork by continuously observing visitors' behavior while circulating in specific areas or galleries, including monitoring for restricted items and touching of art. Maintain a secure and safe environment for staff, visitors, and the protection of museum assets. Promptly report security incidents and emergencies to the Security Officer on duty responding and assisting as needed. Remain knowledgeable about exhibitions, the collection, public programs and events, and museum resources and promote all to visitors. Assist in wayfinding, providing directions and suggested routes of travel both in person and over the phone. Attend all mandatory department meetings/ training. Work special events, performances, opening receptions, public programs, and other programs as assigned. Other duties as assigned by the Guest Services Manager, Senior Operations Officer, or designee.Who You Are & Keys to Success (the must-haves)To be successful in this job, you will excel in the following areas: Ability to stand or sit for long periods. Experience and proficiency in cash handling and operation of point of sales systems. Very strong computer skills including excellent keyboarding skills with a high level of accuracy. Experience in an office support/clerical/reception role (preferred but not required). Experience with the Blackbaud Altru point-of-sale system (preferred but not required). Multi-line phone and general office equipment experience. Sensitivity for the confidential nature of materials/information processed. Excellent attention to detail. Ability to consistently provide excellent customer service. Excellent organizational skills. Good oral and written communication skills. Commitment to contributing to a work culture that is inclusive and equitable. Entrepreneurial, creative, self-starter with initiative. A collegial spirit and cooperative approach that facilitates working closely with others. Ability to work independently while following directions. Flexible schedule including weekends and evenings.Preferred Skills: Interpersonal Skills: Sensitivity to cultural diversity and respect for people from different cultural backgrounds, including awareness of cultural customs, languages, and communication styles, and the ability to provide inclusive and welcoming experiences. Awareness of accessibility needs and accommodations, including helping, offering accessible resources, and ensuring barrier-free access. Ability to handle complaints, conflicts, or difficult situations calmly and diplomatically to resolve issues. Problem-Solving: Ability to proactively anticipate and address various needs, inquiries, and challenges and implement creative solutions. Practical Application: Using theoretical knowledge in real-world situations to solve problems, complete tasks, or improve processes. Knowledge of emergency procedures and protocols to respond effectively to safety and security incidents, including evacuations, medical emergencies, or disruptive behavior, and to communicate with others to ensure their safety and well-being. Time Management: Proficiency in multitasking and time management to handle multiple tasks simultaneously. Adaptability: Ability to adapt to changing needs and operational requirements and to remain calm, flexible, and resourceful in high-traffic or high-pressure situations. Technical Proficiency: Experience handling cash, including processing, accepting payments, making changes, and reconciling cash registers, as well as proficiency in operating POS systems and ticketing software.What Else You Should KnowThe position is part-time and is based in Kalamazoo County. Physical requirements include sitting, standing and walking for long periods of time, handling and reaching with hands and arms. Language skill requirements include ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Employees are required to be able to have written and verbal conversations. The physical requirements and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently-abled individuals to perform the essential functions.The hourly rate for this position starts at $15. The KIA offers compensation and a benefits package that includes vacation, sick, and personal leave, flexible schedule, 12 museum holidays, 2 floating holidays, discounts in the Museum's Gallery Shop, a household membership to the institution, and discounted courses through the Kirk Newman Art School.How to ApplySubmission Deadline: Initial review of submissions will begin immediately. This job listing will remain open until the first interview phase is complete or until a sufficient number of qualified candidates have been identified.NOTE: Incomplete application materials may not receive full consideration for the position.Due to the volume of resumes we receive, we are regretfully unable to respond to phone calls and emails regarding the status of applications and the recruiting process.

Created: 2026-04-02