Guest and Protection Services Specialist

Guest and Protection Services Specialist ($18.35/hr)

The GPS Specialist operates as both a Console Operator and Gallery Monitor playing a key role in front-line staff operations, providing the team with constant visual surveillance information to help provide an exceptional guest experience, as well as to ensure the safety and protection of the collection and the Foundations buildings and grounds. Guest and Protection Services Specialists are part of a team that are truly the face of the Barnes Foundation and work under the direction of the Director of Guest and Protection Services to ensure a visit to the Barnes is informative, friendly, respectful and safe.

Education/Training/Experience:

Specialist Level Competencies

• Two (2) to three (3) years of any combination of training or experience in customer/guest services, hospitality, event management, or protection services.
• Completion of Barnes Foundation Collection Specialist's training coursework.
• Experience at all front-line staffing positions.
• Ability to be on call for last minute staffing needs.
• Proficiency in digital tools including patrol scanning devices, modern communication tools, and building security and access control systems.
• One (1) year experience at the Barnes Foundation working in the Associate level.
• Supports other Guest and Protection Services staff in their duties.

Associate Level Competencies

• High School diploma or equivalent education and experience.
• One (1) to two (2) years of any combination of training or experience in customer/guest services, hospitality, event management, or protection services.
• Must have a pleasant demeanor and a genuine interest in communication with members of the public and providing assistance to guests.
• Outgoing personality with excellent interpersonal skills.
• Possess good conflict resolution skills.
• Ability to maintain a calm exterior presence during periods of high volume, high stress, or unusual events
• Demonstrate strong attention to detail.
• Highly organized.
• Knowledge or interest in art, protection and safety. Art background/interest a plus.
• Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.
• Ability to understand and apply a significant amount of detailed information.
• A demonstrated ability to multi-task.
• Must have a flexible schedule with the ability to work weekends, including some evenings and holidays as needed.
• Proficiency in digital tools including Microsoft products, project management packages and modern communication tools.

Job Specific Competencies:

• Specialist Level Competencies
• Provides Front Line staff break and lunch rotating through each staff position
• Provides initial Guest orientation direction and information.
• Acts as an Ambassador for the foundation greeting guests and staff.
• Warmly greets everyone in the building, acting as an ambassador for the Foundation.
• Supports other Guest and Protection Services staff in their duties. Supports Associate level and Art Team members in their duties.
• Leads and engages in conversation with guests about the Foundation, its history, collection and special exhibits.

Associate Level Competencies

• Supports other Guest and Protection Services staff in their duties.
• Ensure that the building and grounds are safe for visitors and guests.
• Oversees the safety and protection of the Foundation’s collection, property and grounds by enforcing Foundation rules and regulations.
• Assist guests with emergency egress, medical emergencies and other duties as assigned.
• Handles challenging situations with the public quickly and effectively, with skill and professionalism.
• Works with various technology platforms to scan tickets and distribute tour devices, including the Barnes app, giving instructions and ensuring guest ease of use.
• Continuously expand personal and required knowledge of facility including services, collection, exhibitions, safety, protection and actively participating in trainings.
• Adheres to and follows Foundation policies, including those regarding attendance, punctuality and dress code.
• Serve as a critical member of the emergency response team, providing guidance and help to guests and information to the supervisor on duty for emergency situations including fire, theft, damage and protest.
• Performs other duties as assigned.

Organization-Wide Competencies:

• Effective Resource Use: Develops strategies and makes decisions that use time and resources wisely, manages resources effectively.
• Customer Focus: Demonstrates desire to help or serve others; identifies, anticipates and addresses internal and external needs; does what is necessary to ensure satisfaction.
• Problem-solving: Identifies problems and/or challenges. Weighs pros and cons of all possible solutions. Involves other in developing creative solutions to problems. Makes innovative use of computers and other information technology to contribute to problem solving. Produces practical solutions after carefully considering risks and alternatives. Willingly incorporates new and different information as it becomes available.
• Relationship building: Effectively builds and maintains harmonious, professional, respectful and productive relationships within The Barnes Foundation, professional field and community. Effectively works in a team setting. Communicates honestly and directly; shows diplomacy and tact. Uses appropriate channels of communication.
• Professional Presentation: Complies with organization policy and procedure. Demonstrates self-awareness and understanding of others; listens well; perceives emotions, concerns and interests accurately, and uses these skills to advance The Barnes Foundation mission; creates a healthy work environment; shows composure; and respects people of different cultures, ages and genders.
• Active Learning: Demonstrates curiosity and initiative to seek information; seeks to understand The Barnes Foundation business and outside factors that impact it; learns from best practices and generates fresh approaches; learns from experience and others; acquires skills; seeks feedback and advice resulting in improvement.
• Initiative: Takes calculated risks and does things that are new, different, or out of the box when necessary to reach goals, speaks up, asserts oneself, makes tough decisions in a timely manner; takes responsibility for outcomes.
• Ethics: Demonstrates ethical business practices; demonstrates and conducts oneself in a manner consistent with the organization’s mission statement and core values.
• Promotes the continuous growth of the Barnes Foundation.
• Interacts and communicates with fellow employees in a manner that promotes a harmonious and cooperative working environment in accordance with our Core Values.