Guest Services Agent

HISTORY COLORADO has a strong commitment to diversity, inclusion and cultural competency, because of that, we are continuously seeking to recruit individuals who will enhance this diversity and ultimately the effectiveness of our organization.

Two foundational things are true at History Colorado: We love Colorado. And we believe in the transformative power of history. We are a people-driven, history-centered movement building a better future. We are stronger when we do this together, building new knowledge and shared meaning that improves lives today and for our descendants.

As an agency of the State of Colorado and a non-profit organization, we are committed to serving all Coloradans. We offer access to our states history through enriching experiences at eleven museums and historic sites, with dynamic and relevant exhibits and activities. We work with school groups and young learners through field trips, day camps, and traveling programs. Were also home to a free public research center, Colorados Office of Archaeology and Historic Preservation (OAHP), and the Colorado State Historical Fund (SHF), the nations largest preservation program of its kind. We steward 15 million objects, photographs, and archival resources that make up the States collection, and serve tens of thousands of learners of all ages through dynamic programs.

We strive to be a place of belonging for all Coloradans. Were committed to Colorados diverse communities through education, engagement, and access. We know were succeeding when more voices, perspectives, and experiences are part of History Colorado. It's our vision that every Coloradan feels rooted, draws strength from those who have come before us, and knows they belong in this place.

In pursuit of a more just and equitable Colorado, we embody the grounding virtues listed below as the foundation of all aspects of our work: our thinking, communication, process, outcomes, and evaluation. Our work is guided by, for, and of the communities we build, belong to, and serve, and we commit to:

• Being in Community

• Amplifying and Centering Voices of Black, Indigenous, and People of Color

• Co-creation and Shared Authority

• Humility and Reflection

• Responsiveness and Flexibility

• Shared Destiny

Mission Statement: We are Colorado. Together, our generational work centers communities, deepens knowledge and catalyzes the transformative power of history.

If you are considering a career opportunity with the goal of making a difference, consider joining the dedicated people at History Colorado. We offer fantastic benefits including:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401K and 457 plans

• Medical and dental health plans: style="list-style-type: disc; color: rgba(0, 0, 0, 1); font-style: normal; text-decoration: none; margin-left: 36pt">

  Employer supplemented Health Savings Account

• Paid life insurance, plus additional optional life insurance options

• Short- and long-term disability coverage

• 11 paid holidays per year plus generous vacation and sick leave accruals

• BenefitHub state employee discount program

• State of Health employee wellness program

• Excellent work-life programs, such as flexible schedules and more.

Equity, Diversity, and Inclusion

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Learn more at: style="color: rgba(0, 0, 0, 1); font-style: normal; text-decoration: none">. Application Requirement: Cover Letter Required. Applications submitted without a cover letter will not be considered.

Description:

The Guest Services Agent (GSA) is a front-line team member responsible for delivering exceptional customer service at admissions, membership, and other guest-facing stations within the museum. GSAs serve as ambassadors to our visitors, ensuring a welcoming, safe, and engaging experience throughout our exhibits and programs.

This position works closely with museum departments, including Security, Education, Membership, Exhibits, Retail, and Events.

Schedule: Flexible. Availability on weekends, evenings, early mornings, and holidays is required.

Duties and Responsibilities: Admissions & Membership Sales (35%)

• Selling admission tickets

• Selling/upselling memberships at the front desk

• Handle cash and point-of-sale transactions.

• Selling Lecture, program, and event tickets

• Being a frontline customer service representative for museum guests

• Knowing about all of our programs, exhibits, lectures, and offerings

• Answering our mainline and reservations line

• Requesting and processing donations.

• Working admissions during History Colorado programs or events, including evenings and weekends

Floor Operations (35%)

• Ensure exhibits are open, clean, and visitor-ready daily.

  • May include physical labor in moving pop-up installations from our atrium or other exhibits

    • Must be able to lift up to 50lbs.

• Ensures that exhibits and other public spaces and facilities are clean, safe, and presentable, and informs the Design & Production department of anything that requires maintenance or extra attention

• Restock disposable gallery items (Post-its, pencils, comment cards, etc.)

• Provide an overview of the museum for guests.

• Providing operational support for our Education department with School Field Trips and Out of School Programming.

• Communicates with the leadership team about any operational issues

• Supports museum programs in all departments, including adult programs, access programs, family programs, and membership with the exhibits setup, signage, interacting with visitors, etc.

• Helps make every guest feel welcome, safe, and smart in the museum and exhibits

• Helps keep collections and visitors safe by engaging visitors in exhibits and redirecting unsafe behavior

• Report any issues with artifacts to our collections department

• Responds and assists security with a variety of routine and high-stakes incidents, including medical, fire emergencies, lost children, etc., and will act as floor wardens

• Works with volunteers and temporary staff

• Working the floor during History Colorado programs or events, including evenings and weekends

• Other duties as assigned

• Trained in CPR & other trainings as necessary

• Expected to stay and secure a floor per hour

Membership Support (15%)

• Process new memberships and renewals.

• Prepare acknowledgment letters and renewal notices.

• Assist with membership-related events and logistics.

Reservations Support (10%)

• Monitor and respond to the reservations line.

• Collect payment information for school groups, group tours, and other bookings.

• Process lecture or program events over the phone or if requested

Additional Support (5%)

• Help with random tasks from other departments as approved/appointed by the Guest Services Manager.

• Knowledge of principles, methods, and practices of customer service in general and as they relate to museums or nonprofits

• Demonstrate ability to manage multiple priorities and deadlines, with extreme attention to detail

• Ability to investigate problems and recommend viable resolutions

• Strong interpersonal skills, particularly patience and understanding, are necessary for dealing effectively with a diverse group of visitors, members, peers, and volunteers

• Comfortable handling high-pressure situations, including medical or fire emergencies and lost children.

• Great communication skills, both verbal and written

• Ability to work on your feet for extended periods and lift up to 50 lbs.

• Ability to work calmly under pressure in a fast-paced environment

• Ability to be on the museum floor for long periods of time

• Availability to work flexible hours, including weekends, evenings, holidays, and early mornings.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace.

• Experience with or ability to learn troubleshooting of AV/exhibits interactive elements

• Ability to pass a background check.

• Ability to work independently

• Demonstrated ability to manage volunteers effectively

Preferred Qualifications:

• Experience working in museums, nonprofits, or community-based organizations.

• Familiarity with AV systems and interactive exhibit technology.

• Bilingual (Spanish preferred).

• Experience supervising or collaborating with volunteers.

• CPR/First Aid certification (or willingness to be trained).

Work Environment:

This role requires physical activity, public interaction, and occasional emergency response. GSAs are expected to be present on the museum floor for the majority of their shifts.

History Colorado is committed to anti-racism practices across its institution and outlined in these grounding virtues. As such we encourage members of Black, Indigenous, People of Color (BIPOC) LGBTQ+ and differently abled communities to apply for this position.

Resumes will not be accepted in lieu of a completed application, but will be used to supplement information to the application. Part of the selection process for this position will involve a review of the information you submit in your application materials. Therefore, it is paramount that in the experience portion of your application, you describe the extent that you possess the education, experience and competencies outlined in the job announcement as well as the special and/or preferred qualifications. Failure to include adequate information or follow instructions may prevent you from competing in subsequent measures used to arrive at a top group of applicants.

A pre-employment criminal background check will be conducted as part of the selection process. Felony convictions or conviction of crimes of moral turpitude or convictions of misdemeanors related to job duties may disqualify you from being considered for this position. Should your background check reveal any charges or convictions, it is your responsibility to provide Human Resources with an official disposition of any charges.

ADAAA Accommodations: Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete the application. To request an accommodation, please contact Jesus Garcia ... or email ... .