WHO WE ARE

Illuminarium Experiences is a state-of-the-art entertainment venue designed to transport guests into incredible immersive experiences. Inside guests can leave their footprints on the moon, and other immersive entertainment productions. In addition to its captivating experiences, Illuminarium serves as a premier event destination, hosting unique private events, school groups and live sports programming , as well as customizable spaces tailored to our clients' specific needs.

THE ROLE

As a Guest Service Associate at Illuminarium, you will play a key role in crafting unforgettable experiences for our guests. From warmly welcoming guests to assisting them throughout their journey in areas such as the lobby, box office, admissions, experience rooms, and retail shop, your mission is to exceed expectations and make every moment memorable. Your enthusiasm and passion for inspiring others will be vital in delivering exceptional service, as will your ability to work as part of a team to prepare our spaces for every unique event. By embodying the Illuminarium brand, you will enhance brand awareness and delight customers as they explore our unique offerings.

ESSENTIAL FUNCTIONS

OPERATIONS

• Knowledge of and adherence to Standard Operating Procedures.
• Operate the attraction in a smooth and efficient manner and monitoring the safety of our guests and company assets.
• Operate and maintain various devices and equipment including ticket scanners, show control panels, mobile photo booths, point-of-sale computers, etc.
• Demonstrate ownership in maintaining a clean and attractive venue, ensuring the attraction remains inviting to guests, and informing management of any concerns.
• Follow proper procedures and reconcile daily transactions. Carefully enter all sales into the POS (Square) to ensure that all purchases are accurately recorded.
• Perform opening and closing duties as assigned, including but not limited to verification of functionality of all systems, moving furniture and displays into proper position, preparing workspaces for daily operations, replenishing product on shelves, and cleaning and trash removal.
• Assist with changeover of venue for special and private events including, but not limited to, moving large pieces of furniture, setting up tables and chairs, arranging stanchions, etc.
• Report all safety incidents or unsafe work conditions to management immediately.
• Connecteam Kiosk is used for the time clock and Connecteam App is used for scheduling notifications and daily communications.
• Perform other related duties, tasks, and responsibilities as assigned by Illuminarium Leadership.

GUEST SERVICE

• Demonstrate the highest standards of professionalism and guest service throughout the venue by providing a welcoming, positive, and engaging environment; anticipate guests needs, address and resolve any guest inquiries and/or complaints, and exceed guest expectations at every step of their journey.
• Ensure the Illuminarium brand is always positively represented.
• Maintain show specific knowledge to engage with guests in an educated manner throughout the duration of their visit.
• Deliver both scripted and unscripted content to small and large groups of guests.
• Provide general information on local dining and entertainment options available within the Distillery District

SALES

• Be enthusiastic, excited, and knowledgeable about Illuminarium ticket offerings and retail products, including any current promotions.
• Offer product recommendations based on interactions with guests that will further connect with their experiences.
• Operate point of sale (POS), print and scan tickets, wrap and bag merchandise.
• Maintain stock of product on retail floor and in storage areas, build visual displays, receive and unbox new product, prepare items for shipping, maintain visual standards, and participate in monthly inventory.

ACCOMMODATIONS

• Job functions require a mix of standing, walking, and bending, and being on feet for long periods of time.
• Use of computers, tablets, smart phones, and other electronic equipment.
• Ability to lift, push, or pull 10-20 pounds regularly, and occasionally up to 50 pounds (with assistance).
• May need to lift up to 30 lbs. overhead occasionally.

WORK ENVIRONMENT

• Occasional work outdoors may be required.
• During the course of regular shifts or during special events, Team Members at times may experience prolonged exposure to the following: flashing light sources that may rapidly change in intensity, effects that would undermine normal visual perception, loud music and sound effects, vibrations from audio and haptic systems, manufactured scents, and smoke and fog effects.

QUALIFICATIONS

• All applicants must be at least 18 years of age.
• High school diploma or equivalent required.
• Smart Serve certification is mandatory.
• Highly motivated, enthusiastic, and willing to engage with guests while working in a busy, interactive environment.
• Positive and professional attitude and genuine interest in helping others.
• Must be available to work on weekends and holidays, and occasionally work extended hours and late nights.
• Ability to be able to speak loudly and clearly to direct large groups of guests.
• Prior experience in a guest facing role preferred.
• Exceptional communication skills.
• Ability to stand and walk for long hours.
• Ability to handle multiple tasks simultaneously.
• Ability to problem solve.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

Illuminarium Experiences is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

Job Types: Part-time, Seasonal

Pay: $17.20 per hour

Benefits:

• Flexible schedule

Shift:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Work days:

• Every Weekend
• Monday to Friday

Licence/Certification:

• Smart Serve (required)

Work Location: In person