Job Information
The Strong Ropes Course Operator in Rochester, New York
As one of the country’s largest history museums and one of the leading museums serving families, The Strong places the highest priority on providing outstanding service and ensuring the safety of its guests at all times. Although guest service is the responsibility of each staff member, the ropes course operator is responsible for providing frontline exceptional visitor service and completing work assignments in accordance with established team and museum standards. This includes interacting with guests of all ages to anticipate and respond quickly and effectively to their questions and concerns, as well as to meet and exceed their expectations to provide an exceptional museum experience. To maximize staff flexibility and improve our ability to meet the needs of museum guests, the ropes course operator may be trained to work in all museum exhibits but will spend most of their time as an operator on the ropes course.
This position requires a patient, relentlessly positive, friendly, and approachable individual who is passionate about making a difference in a guest’s day and knowledgeable about the museum. The ropes course operator is required to expend such personal efforts as may be needed to keep up with advances in subject matter information related to this position. The employee must learn the constraints, with particular consideration of the unique safety requirements of operating an indoor ropes course, within which this job must be performed and work within those parameters.
Essential Duties:
Understand the importance the museum places on extraordinary guest service and treat everyone with dignity and respect.
Provide extraordinary guest service, regardless of specific assignment, and work within given authority to go above and beyond expectations as appropriate.
Effectively handle guests’ needs, questions, and expectations in a manner consistent with museum service goals.
Resolve guest complaints quickly and effectively utilizing service recovery techniques.
Use initiative and enthusiasm to create exceptional guest experiences.
Maintain an overall awareness and knowledge of the museum’s mission, history, programs, and special events as they affect museum visitation, and effectively communicate this information to guests when asked.
Report to work on time, as scheduled on a consistent basis.
Always remain in assigned area unless permission is granted by a guest services supervisor or the director of guest services.
Operate, monitor, and communicate via a two-way radio connecting various museum teams including guest services, security, environmental services, and public programs. The radio must always be worn when working.
Clearly communicate course processes and procedures to guests, including pricing, admission, capacity, safety requirements, use of lockers, harnessing protocols, and completion of the liability waiver.
Operate and remain fully competent in ropes course specific technology including the Point-of-Sale (POS) and waiver systems.
Perform daily course and equipment inspections and complete related documentation.
Harness and de-harness climbers safely and in compliance with established procedures.
Safely connect harnessed guests to the sling line.
Oversee the progress of guests on the course. Move safely, and assist guests as needed and appropriate, across ropes course obstacles comprised of various materials and surfaces at heights exceeding 30 feet on a consistent basis, for extended periods and at an acceptable pace.
Demonstrate the ability to safely navigate each individual course element forwards, backwards, and one-handed, and to fall from each element and independently pull oneself back up.
Wear a harness for at least seven hours per day as part of the uniform.
Anticipate situations and respond quickly and effectively, especially in matters involving the safety of people. Must be comfortable handling and successfully coordinating emergency take downs and similar emergency situations specific to the ropes course.
Maintain integrity of assigned areas by diligently following both museum and RCI safety and operating procedures and standards at all times and with no exceptions.
Maintain appearance and functionality of assigned area by cleaning up after guest activity and periods of high traffic. This may include cleaning up trash, food, residue, and bodily fluids.
Together with the director of guest services and guest services supervisors, identify and develop ways to improve work processes, efficiency, and quality.
Take initiative to identify and solve problems. Publicly support team decisions, even if they conflict with personal opinions.
Participate in, and successfully complete, all required museum and RCI training.
Minimum Qualifications:
High School Diploma or GED; we will also consider current high school students 18+ years of age.
Ability to stand, climb, twist, bend and lift and carry 50 pounds for extended periods of time.
Ability to wear a harness for at least seven hours per day as part of the uniform.
Ability to move safely, and assist guests as needed and appropriate, across ropes course obstacles comprised of various materials and surfaces at heights of up to 36 feet on a consistent basis for extended periods at an acceptable pace.
Demonstrated ability to safely navigate each individual element of the course forwards, backwards and one-handed, and ability to fall from each element and independently pull oneself back up. Use of hand-eye coordination is integral.
Ability to successfully complete all required museum and RCI trainings
Prior guest services experience and/ or experience in an amusement setting is a plus
Job Schedule:
Part-time, 22-29 hours per week
8-hour shifts
Day/evening shifts
Weekends required
Pre-Employment Requirements:
Must be certified by a physician as medically capable of performing the duties prescribed for this position. Must consent to and successfully complete a drug screen, physical examination, and background check as conditions of employment.