Guest Services Rep IV, MAG

Rochester, NY


The Guest Services Rep will support the Guest Services Manager in matters related to operation and visitor experience, providing oversight and guidance to staff and volunteers.


  • Oversees, provides direction and guidance to staff and volunteers in the admissions area.

  • Assists in recruiting, hiring, training, scheduling and supervising frontline staff and volunteers.

  • Trains cashiers in museum point of sale system and membership policies. Provides feedback and contributes to staff yearly reviews.

  • Identifies and takes action when additional coverage is needed.

  • Supports coverage of other areas as needed

  • Opens and closes operations.

  • Acts as a subject matter expert related to general operations, policy and procedures.

  • Provides guidance, takes action, and resolves non-routine issues and emergency situations that arise.

  • Reviews daily audit reports, accounts for receipts and disbursements, resolves discrepancies, and provides feedback to staff as needed.

  • Inspects and monitors the guest spaces of the Museum to ensure that the facilities are safe, in good condition and signage is up to date.

  • Takes action as necessary.

  • Acts as a working cashier in the admissions areas, including ticket and membership sales, interacting with the public, covering breaks and filling in where needed. Oversees processing of community donation requests. Responds and resolves guest questions, complaints and concerns in person, by phone and email. Directs staff or guests in emergency situations. Assists manager on responding to inquiries received via email.

  • Supports on-going operation of and acts as the subject matter expert for the point of sale system used for admissions and membership sales. Keeps abreast of system modifications and new modules, assists with implementation of changes, updates procedures and trains staff on changes.

Other duties as assigned


  • High School Diploma or equivalent required;

  • Associate's Degree preferred.

  • 1 year of customer service experience required;

  • Prior leadership experience preferred.

  • Required knowledge, skills and abilities:

  • Excellent interpersonal and communication skills;

  • Ability to deal effectively with the public, staff and volunteers and act confidently with emergency situations;

  • Highly proficient in technology and IT skills such as Microsoft Office Suite;

  • Work schedule includes weekends, evenings, and holidays.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $16.92 - $23.69 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Memorial Art Gallery
Full/Part Time: Full-Time