Guest Services Coordinator

Job Overview

The Dubuque County Historical Society (DCHS) and National Mississippi River Museum & Aquarium (NMRMA) are seeking candidates for a Guest Services Coordinator. An ideal candidate is someone with exceptional service skills, feels comfortable interacting with guests and managing floor staff, is an excellent problem solver, works well on a team, and positively portrays the organization. This position offers a flexible schedule and does require some weekend and holiday hours.

The Dubuque County Historical Society and its National Mississippi River Museum & Aquarium and Mathias Ham Historic Site are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer. Applicants from populations underrepresented in the field are strongly encouraged to apply. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, familial status, sexual orientation, national origin, ability, age, or veteran status.  The organization strives to create a culture of inclusivity, empowerment, respect, and the opportunity to succeed. It is a priority to create a workplace that reflects the communities that we serve, and where all feel welcome to bring their full, authentic selves to our organization.

Primary duties

• Serve as a member of the MOD (Manager on Duty) team in the Guest Services Department, working 1-3 MOD shifts per week
• Lead efforts of opening, managing, and closing the museum, including distributing and collecting cash drawers, opening, and closing doors, leading Team Time, making sure lights are on/off, and that staff have arrived for their shifts
• Facilitate cash handling and processing procedures, including counting and balancing cash and checks, sending and collecting deposits to and from the bank, emptying various cash collection areas around campus (boat tokens, fish feeders, etc.)
• Collaborate with Admissions Manager on 3D/4D Theater operations including but not limited to inventory procurement, control, and management, assisting on hiring and training of team and helping with selection of films
• Collaborate with Admissions Manager on Box Office operations including but not limited to inventory procurement, paperwork control and management, and assisting on hiring and ongoing training
• Assist in the inventory management and distribution of First Aid Supplies
• Check in regularly with Guest Services staff, giving lunch and restroom breaks and bringing extra cash & coin, office supplies, and whatever else needed to be successful
• Communicate regularly with Guest Services and other relevant staff in-person, using the radio (walkie talkie), and phone
• Actively engage with guests to ensure a positive experience by answering questions, providing directions, and assisting with any special needs or accommodations. Address complaints or concerns swiftly to maintain guest satisfaction.
• Serve as the primary decision-maker for all on-site issues, including medical emergencies, guest complaints, security concerns, emergency drills, lost children, property damage, and financial transactions such as refunds or ticket disputes. Coordinate with relevant departments to ensure swift resolution while maintaining a positive guest experience and operational efficiency.
• Other duties as assigned

Qualifications

• Highly qualified candidates are preferred to have previous experience in customer service and/or cash handling, but not required.
• Must be able to read, write, and speak the English language.
• Must be able to perform any physical demands of job duties, either with or without reasonable accommodation. These demands may include periods of standing, reaching, kneeling, pushing, pulling, carrying, lifting, or moving objects 25 lbs. or less.
• Final candidates will be subject to a reference and background check.

How to apply

To learn more, visit www.rivermuseum.org/apply.  Apply by emailing your application or resume, cover letter, and references to apply@rivermuseum.org or by delivering them in person to 350 E. 3rd St., Dubuque, IA.

Research suggests that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that any applicant is able to meet all of the qualifications for a given role. Therefore, if you are drawn to this position and feel your strengths would be an asset to the organization, we highly encourage you to apply.