Guest Services Associate

ABOUT THE PALEY CENTER FOR MEDIA

The Paley Center for Media is the world’s leading 501 (c)(3) nonprofit cultural institution whose mission is to preserve our media history and to explore media’s powerful shaping influence on our culture.

The Paley Center for Media owns the iconic, New York Paley Museum where media, sports, gaming, and entertainment come together, and during the year, produces unmatched programs for the public and industry. On the public side, programs celebrate the very best of television, digital content, and interactive entertainment. On the industry side, the Paley Center convenes the most influential business leaders to discuss and debate the most critical issues and opportunities within the industry while also fostering a sense of community amongst peers. Through its respected Paley Impact series, programs educate and explore how media impacts culture and shapes public discourse on important societal issues.

At the heart of the Paley Center sits the Paley Archive, which represents the largest public collection of its kind and is often cited as a national treasure, with over 160,000 programs spanning more than 100 years. This collection also serves as an incredible resource for K-12 educators and students nationwide that are served through its respected education classes.
Previously known as The Museum of Television & Radio, the Paley Center was founded in 1975 by William S. Paley, a pioneering innovator in the industry. For more information, please visit paleycenter.org.

SCOPE

Reporting to the Manager of Guest Services, the Guest Services Associate is responsible for delivering exceptional customer service to all visitors of The Paley Center for Media, ensuring a welcoming and informative experience. This role requires professionalism, excellent communication skills, and a passion for media and the arts. The Guest Services Associate will support various day-to-day operations, including visitor assistance, exhibit maintenance, event support, and administrative duties as well as selling memberships. This position is non-exempt.

RESPONSIBILITIES

• 
  Customer Service

o Greet and welcome all visitors, providing a friendly and professional first impression
o Offer detailed information about current and upcoming exhibitions, events, programs, and
screenings
o Address and resolve visitor inquiries and complaints in a timely and courteous manner
o Assist visitors with ticket purchases, membership inquiries, and program registrations

• Exhibit and Program Support:

o Ensure exhibit areas are clean, orderly, and presentable at all times
o Facilitate the setup and breakdown of events and programs
o Provide logistical support during special events, including guest check-in, ushering seating arrangements, hosting Talent/VIPs, and operating photo activations

• Administrative Duties

o Maintain accurate visitor records and perform data entry in the customer relationship management (CRM) system
o Process financial transactions, including ticket sales, memberships, and donations
o Answer and direct incoming phone calls, providing information or forwarding calls to the appropriate departments as necessary

• Collaboration

o Coordinate with other departments, such as Marketing, Development, and Education, to support organizational initiatives and events
o Participate in daily meetings and contribute to the improvement of guest services operations

• Safety and Security

o Ensure the safety and security of visitors and staff by adhering to The Paley Center’s policies and procedures
o Assist with emergency procedures and provide support during incidents or evacuations

CORE COMPETENCIES

• Highly Organized: Proven ability to manage multiple tasks and meet deadlines effectively, ensuring smooth daily operations
• Customer-Focused: Strong interpersonal skills and a genuine commitment to providing exceptional customer service, creating a positive experience for all visitors
• Effective Communication: Outstanding verbal communication skills for interacting with visitors and staff, and superior business writing skills for clear and professional documentation
• Professionalism: Maintains a positive and professional demeanor at all times, with excellent interpersonal, administrative, and managerial skills
• Problem-Solving: Resourceful and creative approach to identifying and resolving issues, with strong problem-solving and research skills
• Attention to Detail: High level of accuracy and attention to detail in all tasks, from data entry to event setup and support
• Adaptability: Flexibility to work evenings, weekends, and holidays as needed, and the ability to adapt to changing priorities and demands

REQUIREMENTS

• High school diploma or equivalent required; associate or bachelor’s degree in hospitality, communications, or a related field preferred
• Previous experience in a customer service role, ideally within a museum, cultural institution, retail or similar environment
• Strong interpersonal and communication skills, with the ability to interact effectively with a diverse range of visitors
• Proficiency in Microsoft Office Suite and experience with CRM systems
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed
• Working knowledge of media, television, radios, and the arts is highly desirable
• Bilingual fluency in Spanish a plus

PHYSICAL REQUIREMENTS

• Ability to stand for extended periods
• Ability to lift and move up to 25 pounds for event setup and breakdown

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

The Paley Center for Media maintains a strong policy of equal opportunity in employment. It is our objective to recruit, hire, and retain the most qualified individuals without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other characteristic or status protected by applicable federal, state, or local law. Our equal employment philosophy applies to all aspects of employment, including recruitment, compensation, benefits, training, promotions, transfers, job benefits, and terminations.