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Guest Experience Service Associate

California Academy of Sciences

About the Opportunity:  
The Service Associate reports to the Guest Experience Assistant Manager and is responsible for tasks pertaining to the day-to-day operations and providing platinum-level customer experiences to guests of the California Academy of Sciences. Areas of responsibility included are the entryway, theaters, exhibits, and various special events throughout the museum. As assigned by the on-duty Assistant Manager, the Service Associate will respond to constantly changing operational needs by providing excellent customer service.  

This position requires evening, full weekend, and holiday availability. The California Academy of Sciences is open to the public 365 days a year.  

Organizational Culture:
Join a team dedicated to the Academy’s mission, vision and values! Currently, the Academy has a new strategic plan including three initiatives – Hope for Reefs, Thriving California, and Islands 2030 – that leverage biodiversity science, environmental learning, and collaborative engagement to regenerate fragile ecosystems around the world. Learn more at https://www.calacademy.org/about-us/major-initiatives. 

We are committed to ensuring diversity, equity, accessibility, and inclusion are intrinsic to Academy culture and operations, from recruitment and retention to science and advocacy.

We hope you are inspired by what we do and are excited to contribute to our mission. The mission of the California Academy of Sciences is to regenerate the natural world through science, learning, and collaboration. The Academy is looking for candidates who do great work, and we know they may come from a number of different backgrounds and experiences. We encourage you to apply even if you do not believe you meet every one of the qualifications for the position.

This position is based in San Francisco, California. Please do not apply if you are not able to work onsite. This position is part of a bargaining unit represented by Cal Academy Workers United. Once the Academy has a Collective Bargaining Agreement with Cal Academy Workers United this position will be subject to the terms and conditions of that contract. Candidates are required to have up-to-date COVID-19 vaccination, including receiving a booster shot, as a condition of employment, absent qualifying exemptions in accordance with applicable laws. Individuals receiving a conditional offer of employment from the California Academy of Sciences will be provided the full text of the vaccination policy.

About the Guest Experience Team:
The Guest Experience team provides the highest level of service to all of our visitors, members and beyond. Our team is responsible for overseeing public floor operations including the entryway, theaters, exhibits and various special events. We are often responding to constantly changing operational needs and work closely as a team to solve problems. Our team is essential to creating a positive guest experience.

Key Responsibilities:
Position Duties and Responsibilities:

  • This position is responsible for working in and has duties in the following areas of the Academy: Guest Experience (hosting, group entry facilitation, way-finding), show control (Planetarium and Forum), and exhibit facilitation (Rainforest and Earthquake).
  • Assist in special event after-hours operation in the aforementioned areas, as assigned.  During special events staff will be under the direct supervision of the Guest Experience event lead. 
  • Proactively engage with visitors by providing information on daily programs, exhibits, suggested museum itineraries, and San Francisco attractions
  • Facilitate traffic flow in and out of the museum, exhibits, and theaters
  • Continuously interact with our guests to ensure an excellent experience which exceeds their expectations
  • Provide necessary support to the Assistant Managers as needed to ensure smooth operation of the department, including light office work and visitor registration
  • Work with the Custodial Team to assist with general cleaning and sanitation of workspaces and high touch areas of the public floor
  • Other duties as assigned

Qualifications: A successful candidate will have the following:
Experience

  • Prior experience in a fast paced customer-facing environment
  • Experience with a ticketing system, electronic scanners and tablets preferred
  • Experience with children and families preferred

Skills, and Abilities: 

  • Honesty and reliability required
  • Commitment to excellent customer service
  • Ability to work independently and show initiative
  • Excellent communication skills
  • Ability to work in a busy, fast paced environment
  • Ability to be courteous with the public, including children, for extended periods of  time
  • Familiarity with Google Suite preferred
  • Ability to transport 25 lbs.

Physical Environment:
The physical expectations described here are representative of those that must be met by an employee to successfully perform the duties and responsibilities of this position. At the Academy, we get to work in pretty unique spaces! We have active positions on the public floor that require repetitive motion, moving through and rotating to different positions throughout the day.  In the Rainforest exhibit, we work in humid temperatures around various wildlife ie. birds, snakes, spiders, and insects. In the Planetarium exhibit, staff work in a sometimes darkened theatre environment with steps on a 30-degree slope. This position requires performing repetitive motions 75% of the time.

Compensation and Benefits:
The hourly rate for this position is $21. Actual compensation will be commensurate with experience, skills/knowledge set, and internal equity. We believe in fair and equitable compensation practices and are committed to providing competitive salaries within the industry and market standards. The Academy offers a total compensation package that emphasizes both base salary and comprehensive benefits based on the hours per week worked. Further details regarding compensation and benefits will be discussed during the interview process.

Schedule: Part-Time, up to 19 hours per week

APPLICATION PROCESS:
Please upload your resume, cover letter, and complete the brief online application

APPLICATION DEADLINE:
This position will close on May 15, 2025 at 11:00 pm. Review of applications will begin on May 16, 2025

The California Academy of Sciences will give full consideration for employment to all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance(SF Police Code, Article 49).

We are committed to ensuring that all employees and applicants shall receive equal consideration and treatment. All terms and conditions of employment, including but not limited to, recruitment, hiring, placements, transfers, promotions, compensation, benefits, terminations, training, and social and recreational programs, will be on the basis of qualifications of the individual for the positions being filled. The Academy does not discriminate against qualified applicants or employees with respect to any terms or conditions of employment on account of any characteristic protected by state or federal law or local ordinance. Read our full Equal Opportunity Statement here.

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