Associate, Guest Experience Operations

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non-profit charitable organization. 

Job Description:

Position Title: Associate, Guest Experience Operations

Position Type: Full-Time

FLSA Classification: Non-Exempt 

Division: Operations 

Department: Guest Experience Operations

Reports to: Supervisor, Guest Experience Operations

Compensation Range: $15.50 - $20.76 

Date Reviewed: November 19, 2024 

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary:

The Associate, Guest Experience Operations provides outstanding customer service throughout both our institutions to all guests, members, and staff. This includes ensuring the safety and wellbeing of all guests, staff, artwork, and property; admission and membership-related activities, greeting guests at ticketed venues and gallery spaces, serving as a resource for guest and member questions, and being an ambassador, whose goal is to exceed the guest’s expectations during a visit. Associates perform these functions at various locations including all lobby entrances, exhibitions, venues, gallery spaces, and performance entrances across Crystal Bridges and The Momentary. This role consists of at least 30 hours weekly, including evening and weekend hours on a regular basis. Some work includes staffing the outdoor venues and spaces.

Principal Responsibilities:

• Provide excellent customer service to all members, guests, and colleagues throughout Crystal Bridges and the Momentary, including outdoor areas and gallery spaces. This role includes evening and weekend hours.
• Circulate frequently through scheduled posts (both inside and outside the buildings) to serve as the primary contact for guests while ensuring the safety and wellbeing of all guests, staff, artwork, and the property.    
• Interact directly with guests and members throughout the institutions to process their admissions, sell and renew memberships, answer questions, and serve as a resource during their visit.
• Relay information to members and guests about the current and future exhibitions, events, programs, and amenities.
• Observe and report criminal activity, fire, and safety hazards in public and non-public spaces at all times.
• Reports all suspicious conditions or persons; provide descriptions of violators of Museum policies; report accidents, injuries, and/or hazardous conditions immediately.
• Circulate frequently through scheduled posts (both inside and outside the building) to deter acts of vandalism, theft or negligence and ensure guest safety; remain alert and watchful.
• Become proficient with the ticketing software program, ticket scanners, and admission tablets used for ticketing and tracking guest information and to conduct transactions.
• Assist guests with visit and ticketing options, suggest suitable alternatives when conflicts arise.
• Stay informed on new and current information regarding institutional offerings, products, policies, as well as software and ticketing systems.
• Balance individual (own) cash drawer at the end of each shift and always follow cash handling procedures to ensure accurate accounting of all revenue.
• Assist the Supervisors and management to research and successfully resolve guest services issues.
• Maintain an organized appearance of all post locations and ensure that all materials and information displayed are current and well stocked.
• Assist with Guest Experience Operations oriented tasks during performances, events, previews and at other times as requested.