Guest & Protection Services Senior Specialist

Schedule: 5 days/wk   Rate: $19.48/hr.

Primary Function: The Guest and Protection Services Senior Specialist plays a key role in front-line operations by providing the team with constant visual surveillance information and access control to help provide an exceptional guest and staff experience, as well as to ensure the safety and protection of the collection and the Foundation’s buildings and grounds. The Senior Specialist provides a best-in-class experience to every person who works in and visits our institution. This includes engaging guests in conversation about the collection and the Foundations history, answering questions, enforcing rules, looking out for suspicious behavior, and maintaining the integrity of our back of house spaces and processes. Guest and Protection Services Senior Specialists are part of a team that are truly the face of the Barnes Foundation and work under the direction of the Assistant Director of Guest and Protection Services to ensure a visit to the Barnes is informative, friendly, respectful and safe.

Job Qualifications 

Education/Training/Experience: 

• Two (2) to three (3) years of any combination of training or experience in security or protection services, customer/guest services, hospitality, or event management. 
• High School diploma or equivalent education and experience.
• Must have a pleasant demeanor and a genuine interest in communication with members of staff and the public. Outgoing personality with excellent interpersonal skills.
• Demonstrates strong attention to detail with excellent observational and reasoning skills. 
• Ability to understand and apply a significant amount of detailed information. Shows a demonstrated ability to multi-task. 
• Ability to be a calm presence during periods of high volume, stress, or unusual events.
• Proficiency in digital tools including patrol scanning devices, modern communication tools, and building security and access control systems, ticket scanners, tour devices, and the Barnes App. 
• Knowledge or interest in art, protection and safety. Art background/interest a plus.
• Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.
• Highly organized.
• Must have a flexible schedule with the ability to work weekends and holidays. 

Physical Activities to Perform Essential Functions: 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Moving:

• Ability to stand and walk for 8-hour shifts with minimal rest breaks.  
• Ability to occasionally transport up to 25 lbs. of files, equipment or supplies.  Ability to move to access files, equipment or supplies.

Vision Requirements:

• Continual use of computers and display screens.  

Communication Requirements:   

• Clearly communicate in person, by phone, and by video conference.  Communicate with others in conversational and written English. 

Working Conditions:

• Position operates in the foundation’s buildings and on the foundation’s grounds at the Philadelphia campus. 
• Position requires extended time on the computer.

Job Responsibilities:

• Ensure that the building and grounds are welcoming and safe for visitors and guests. 
• Oversees the safety and protection of the Foundation’s collection, property, and grounds by enforcing Foundation rules and regulations. Upholds all Barnes service, protection, and communication policies. 
• Monitors the building and collection utilizing building video, security and access control systems. Provides access control to the facility, managing who enters and exits. When assigned, continuously monitors service yard and controls loading dock activity. 
• Superior level customer service ability; acts as a concierge providing information and advice to guests and staff on foundation policies in front and back of house. Will interact with guests, employees, board members, potential clients, event attendees, site contractors, vendors, and other partners. 
• Engages with guests on the Foundation’s history, collection, programs, events, classes, and amenities. Coordinates guest services such as coat check, tour device preparation, and visitation collateral. Upholds protection policies in public spaces and ensures visitor compliance. Monitors guest behavior and reports anything unusual to his/her supervisor.
• Manages the VIP process making sure our special guests are greeted, parties being visited are notified promptly, if necessary, and the overall experience at the Barnes Foundation is exceptional. 
• Handles challenging situations with the public quickly and effectively, with skill and professionalism. 
• Performs bag inspection to prevent prohibited items from entering the building. 
• Conducts continuous tours of both the interior and exterior of the building, inspecting areas for potential hazards, mechanical failures, and other abnormalities.
• Provide pertinent information to supervisor for any issues or concerns that have significance and would need their attention. Continuously expands required knowledge of facility including services, collection, exhibitions, safety, protection and actively participating in trainings.
• Ability to observe and report out of the ordinary circumstances based on working knowledge. 
• Completes required reports, logs, and journals as needed.
• Serve as a critical member of the emergency response team, providing guidance and help to guests and information to the supervisor on duty for emergency situations including fire, theft, damage and protest. 
• Supports other Guest and Protection Services staff in their duties. 
• Adheres to and follows Foundation policies, including those regarding attendance, punctuality and dress code.
• Performs other duties as assigned. 

Organization-Wide Competencies:

1. Accountability: 

a. Prepares for work assignments and meetings, 

b. Conducts thorough fact-finding, decision-making and/or follow through, 

c. Admits mistakes and errors and informs others when one is not able to meet a commitment. 

2. Job Quality: 

a. Dependably demonstrates job knowledge necessary for the position,

b. Produces timely, accurate, high quality work output, 

c. Prioritizes work responsibilities effectively and produces work quantity expected for the role. 

3. Service: 

a. Identifies problems and collaborate with others to devise and create effective solutions. 

b. Interacts and communicates with fellow employees in a manner that promotes a harmonious and

 cooperative working environment in accordance with our Core Values. 

c. Facilitates open communication and keeps an open mind about new ideas. 

4. Leadership: 

a. Sets a good example for others, 

b. Demonstrates ethical decision-making and communication, 

c. Makes decisions. Uses a solution-oriented, collaborative approach. 

5. Collaboration: 

a. Seeks win-win outcomes in decision-making, 

b. Shows a proactive, inclusive, helpful, and respectful attitude to colleagues, guests and others, 

c. Takes initiative to contribute to diversity, equity, inclusion, and accessibility initiatives.