Lead Retail and Guest Services Associate

Racine Art Museum, 441 Main Street, Racine

Status: Part-time, non-exempt

Hourly Wage Range: $16 – $18 per hour

Reports To: Retail and Guest Services Manager

Direct Reports: None

General Summary of Position

The Lead Retail and Guest Services Associate serves as a primary point of contact for visitors, members, and customers while helping oversee the daily operations of retail and guest services. This position will support the Retail and Guest Services Manager, and will serve as a lead resource for the team. The purpose of this role is to create a welcoming, safe, and engaging experience by providing outstanding guest service and ensuring efficient retail operations. Through exceptional hospitality and strong retail performance, the Lead Retail and Guest Services Associate will contribute to earned revenue, advancing RAMA’s mission to connect people through creative exploration and lifelong learning while contributing to the vitality of our community.

Principal Job Functions

Assist in leading day to day operations of Reception and Museum Store

• Promote customer service, including but not limited to greeting visitors, answering phones, and helping check-out in the RAM Store or Reception Desk as needed
• Assist with the management of POS software (Shopify, Square)
• Utilize the Customer Relationship Management System (Neon One) to validate and process memberships, promote membership benefits and renewals, track member visits, maintain accurate records, and assist with volunteer check-in and record-keeping
• Supervise accurate collection of visitor demographic data for reports
• Manage cash/change availability for registers
• Work with staff to maintain overall appearance and cleanliness of Reception area and Museum Store with daily light housekeeping such as vacuuming, dusting shelves, and straightening merchandise
• Work with proper staff to ensure proper training and knowledge of current exhibitions.
• Assist in the opening and closing of the museum as needed.

Support Supervision of Retail and Guest Services staff

• Serve as the lead staff member for guest services and store associates during assigned shifts and in the absence of the Retail and Guest Services Manager
• Demonstrate and coach customer service skills
• Serve as a resource for guests, staff, and volunteers
• Oversee and update concierge activities (knowledge of restaurants and area attractions) for visitors
• Address and resolve any escalated visitor-facing issues such as first aid, lost child, emergency procedures, visitor complaints, etc.
• Provide feedback on staff performance to Retail and Guest Services Manager in accordance with RAMA policies

Coordinate Group Tour Operations

• Serve as the primary coordinator for group tour inquiries and reservations
• Retail and Guest Services Manager will provide oversight and serve as backup contact for group tours
• Schedule, coordinate, and confirm group tours for schools, community organizations, and other visitors
• Communicate tour details with appropriate departments, staff, and docents
• Maintain group tour calendars, attendance data, and related documentation
• Promote group tour opportunities and develop relationships with community organizations and educational groups

Retail/Inventory Support

• Assist with receiving incoming inventory
• Maintain accurate product listings in Shopify to reflect current inventory
• Monitor stock levels in Shopify and report to Retail and Guest Services Manager
• Assist with the successful completion of the store’s annual inventory
• Provide and maintain proper, secure storage of inventory items
• Process and fulfill online orders accurately and efficiently, ensuring timely shipment and delivery

Administrative Responsibilities

• Have an understanding of the store and reception’s annual budget, and assist in monitoring revenue and expenses
• Assist with marketing staff to promote and advertise store merchandise and museum activities, and secure and implement photography of merchandise for promotional purposes
• Assist in liaising with the administrative and curatorial staff in connection with other museum operations, meetings, and events.

Qualifications

• High school diploma or equivalent
• One to two years of experience working in a retail or hospitality environment
• Previous supervisory or team leadership experience
• Experience in a museum or art gallery is a plus
• Commitment to creating a welcoming and inclusive environment for all guests
• Availability to work some nights and weekends is required
• The ability to work independently with limited supervision
• Outgoing personality and customer service focus
• Excellent problem-solving skills
• Ability to communicate effectively both verbally and in writing
• Proficiency with Microsoft Office and other business software applications
• Experience using POS, CRM, and e-commerce platforms
• Conversant with all safety procedures relating to fire, security, and other emergencies

Physical Requirements and Working Conditions:

• Must be able to lift and carry up to 20 pounds
• Ability to bend, reach, and perform repetitive motions associated with retail operations.

Other Duties as Assigned

The job description above is intended to describe the general nature and level of work being performed by people assigned to this position.  It is not intended to be construed as an exhaustive list of the exclusive standards, responsibilities, duties or skills required. Incumbents will follow any other instructions, and perform other related duties, as may be required.

Mail or email cover letter and resume to:

Andrea Mickelson, Retail and Guest Services Manager
Racine Art Museum and Charles A. Wustum Museum of Fine Arts
PO Box 187
441 Main Street
Racine, WI 53401
amickelson@ramart.org

No Phone Calls, Please

Retail and Guest Services Associate

Racine Art Museum, 441 Main Street, Racine

Status: Part-time, non-exempt

Wage: $13/hour

Reports To: Retail and Guest Services Manager

Direct Reports: None

General Summary of Position

The Retail and Guest Service Associate will ensure the smooth, efficient, and customer-orientated operation of the reception area and the retail store locations at both of RAM’s campuses to ensure a high level of visitor and customer care. This position will also serve as the important first impression of the museum, greeting guests, and answering questions about the museum’s exhibitions and programs.

Principal Job Functions

Guest Services

• Welcome and assist museum guests in a friendly and professional manner
• Process admissions, memberships, and other guest transactions accurately and efficiently
• Answer phones, respond to guest inquiries, and direct visitors as needed
• Assist with data entry and other administrative tasks
• Maintain overall appearance and cleanliness of reception area and museum store with light housekeeping such as: vacuuming, dusting shelves, and straightening merchandise
• Monitor the entrance and throughout the museum via security cameras
• Work with proper staff to ensure proper training and knowledge of current exhibitions

Retail Operations

• Operate the point-of-sale system to process cash and credit card transactions accurately and efficiently
• Maintain and balance cash drawers according to established procedures
• Assist with receiving incoming inventory
• Maintain accurate product listings in Shopify to reflect current inventory
• Monitor stock levels in Shopify and report to Retail and Guest Services Manager
• Assist with the successful completion of the store’s annual inventory
• Provide and maintain proper, secure storage of inventory items
• Process and fulfill online orders accurately and efficiently, ensuring timely shipment and delivery
• Assist with opening and closing procedures for the store and reception as well as the opening and closing of the entire museum as needed

Qualifications

• High school diploma or equivalent required
• Availability to work some nights and weekends is required
• Commitment to creating a welcoming and inclusive environment for all guests
• Strong interpersonal and communication skills
• Outgoing personality and customer service focus
• Excellent problem-solving skills
• Responsible, honest, and reliable
• Basic computer skills, including familiarity with email and office software
• Experience using POS, CRM, and e-commerce platforms
• Conversant with all safety procedures relating to fire, security, and other emergencies

Physical Requirements and Working Conditions:

• Must be able to lift and carry up to 20 pounds
• Must be able to stand/sit for extended periods of time
• Ability to bend, reach, and perform repetitive motions associated with retail operations.

Other Duties as Assigned

The job description above is intended to describe the general nature and level of work being performed by people assigned to this position.  It is not intended to be construed as an exhaustive list of the exclusive standards, responsibilities, duties or skills required. Incumbents will follow any other instructions, and perform other related duties, as may be required.

Mail or email cover letter and resume to:

Andrea Mickelson, Retail and Guest Services Manager
Racine Art Museum and Charles A. Wustum Museum of Fine Arts
PO Box 187
441 Main Street
Racine, WI 53401
amickelson@ramart.org

No Phone Calls, Please