Guest Services Associate

About the Museum

The Eric Carle Museum of Picture Book Art opened its doors in Amherst, Massachusetts 20 years ago with a bold but simple vision: to ensure that picture-book illustration, as an art form, is celebrated around the world.

We organize exhibitions that encourage the exploration of children’s book illustration through artistic, cultural, and historical lenses. More than 9,000 original illustrations make up our collection, which spans more than 120 years of publishing. Our education programs provide a foundation for arts exploration and literacy, and encourage visitors to look carefully in the galleries, explore materials and techniques in the Art Studio, and read closely in our Reading Library. Dozens of illustrators and authors visit the Museum every year as special guests, connecting directly with their audience. A believer in arts integration, The Carle also offers a broader introduction to the arts through a regular program of performances, music, and film, many of them picture-book themed. 

As an institution and as a team of museum professionals, The Carle is committed to diversity, equity, accessibility, and inclusion (DEAI). We bring these values to our exhibitions, programs, partnerships, and organizational culture. Through ongoing professional development, we continue to expand our DEAI knowledge and are striving to diversify our team, currently made up of 40 hard-working, art- and book-loving staff members, with additional support from 35 volunteers.

How you will contribute

The guest services associate supports the Museum’s mission of inspiring a love of art and reading through picture books. You welcome guests at the admissions desk, in the galleries, and the Reading Library. You assist guests in-person and over the phone, answering questions and processing admissions, advance program tickets, and memberships. In addition, you provide gallery security; operate AV equipment for film screenings or events; shelve, arrange, clean and organize books in the Reading Library; and assist education staff with library projects and art studio coverage.

You are part of a team of guest services associates and an assistant manager who work in shifts and report to the guest services manager.

Specifically, you will

• Demonstrate the highest level of customer service, remaining professional, personable, and engaging to all museum visitors and staff. 
• Greet guests; explain Museum exhibits, programs, and events to visitors; and assist visitors in navigating the museum. In addition, the guest services associate responds to patron concerns and questions in-person and over the phone; assists in opening and closing procedures: arms and disarms Galleries; opens and closes Reading Library, Auditorium, Front Doors, and Café.
• Process cash and point of sale (POS) transactions and membership enrollment. Compile department deposits and reports, as needed.
• As assigned during the day, the guest services associate monitors Galleries to ensure rules are being followed and artwork is protected, attends to Reading Library, provide daily story time and songs as needed, operates audio visual (AV) booth and equipment for film screenings or events, or assists education staff and librarian with library projects and art studio coverage.
• Troubleshoot POS and auditorium AV issues and communicate with IT and vendors, as needed.
• Clean and disinfect high-touch surfaces and materials, and interactive spaces; replenish stock of brochures and materials for visitors; and repopulate book exhibits and reshelve materials, as needed.
• Stay abreast of current and upcoming exhibitions, films, educational programs, and marketing campaigns.
• Engage visitors in conversations about illustration techniques, styles, and formats and offer book referrals and references.

Your background and experience include

The Carle acknowledges that competitive candidates may not meet all the experience requirements 100%. We encourage you to apply if many of these job requirements describe you. The position does not require a background in children’s literature.

• A high school diploma and previous experience working with the public and as part of a team.
• Enjoy working with visitors and can work confidently and calmly in a busy environment.
• Punctual and reliable.
• Strong cash handling skills and basic math proficiency.
• Ability to make quick decisions and adapt to changing environments and priorities; responds quickly, calmly, and professionally to emergency situations; and take direction from supervisors and managers.
• Strong interpersonal skills including diplomacy and empathy; able to resolve conflicts and de-escalate disagreements with guests in person, over the phone, and online in a constructive manner.
• Cultural competency to collaborate and coordinate with individuals from diverse backgrounds.
• Ability to work weekends.
• CPR/First Aid certified a plus (training provided).
• Ability to safely lift up to 20 pounds unassisted.

Position and compensation details

• Starting pay is $17.50/hour.
• This position is up to 14 hours a week and must include Saturday.
• Benefits include accrued paid time off (sick, vacation, personal and holiday pay), a discount in the Bookshop, professional development opportunities including access to The Carle’s education workshops, plus free admission to many cultural institutions throughout New England.

Application timeline and process

For priority consideration apply by January 1, 2024. Applications received after that date are not guaranteed to be included for consideration for this position. Review of applications will start the first week of January. To apply, complete our Employment Application. If you need an access accommodation, have a question regarding available accommodations, or if you need this application in an alternative format to successfully submit your candidacy, please contact hr@carlemuseum.org.

The Eric Carle Museum of Picture Book Art is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.