Visitor Experience Associate, IS-1001-07

Smithsonian Institution•Washington, DC

8d•Onsite

About The Position

Come join a dedicated and creative team at an exceptional time for the Smithsonian, an institution with a bold vision for the future: to build a better tomorrow for all. The Smithsonian Institution is the world’s largest museum, education, and research complex. The National Museum of Natural History (NMNH) is part of the Smithsonian’s unique complex and is one of the most visited museums in the United States. Its mission is to promote understanding of the natural world and our place in it. NMNH has a collection of 148 million specimens and artifacts. Each one reflects a moment in space and time and in these moments, we find Earth’s story. The National Museum of Natural History is seeking experienced candidates to fill the Visitor Experience Associate positions. This position is located in the Office of Education, Outreach, and Visitor Experience (EOVE). EOVE is responsible for planning, creating, implementing and managing a wide range of services and programs that are designed to enhance the visitor experience and engage audiences in understanding the natural world. The Visitor Experience Associate supports the day-to-day visitor experience operations at NMNH. The primary responsibility of this position is to deliver an exceptional visitor experience by providing outstanding customer service. The incumbent warmly greets and welcomes guests, offers accurate and helpful information, and assists with wayfinding and engagement opportunities to foster meaningful and enjoyable interactions.

Requirements

For this position specialized experience is defined as experience in coordinating the day-to-day operations of a visitor experience program at a large museum, hands-on supervision, direct, and motivate volunteers engaged in visitor experience operations, resolving issues that arise from visitors or volunteer dissatisfaction.
Knowledge of established customer service principles and procedures to enhance the quality of visitor experiences in the museum.
Knowledge of management and administrative concepts, theories, principles, methods and techniques to organize, administer and manage operational and staffing requirements for visitor activities.
Knowledge of guest service operations, accessibility programming, visitor traffic flow, and exhibit-based engagement strategies to ensure timely assistance and equitable service delivery across both indoor and outdoor public spaces
Familiarity with basic office software (e.g., word processing, spreadsheets, databases) is necessary to support administrative tasks and maintain accurate visitor-related records.
Ability to assess, analyze, coordinate and evaluate a variety of work processes, programs and activities and develop or assist in developing plans, systems and procedures to provide responsive and efficient visitor services.
Ability to interpret and apply established policies and procedures related to customer service, public engagement, and interpersonal interaction to support the delivery of clear, consistent, and accessible information to visitors to support their museum experience.
Ability to work effectively on a variety of teams and motivate a variety of people (visitors, staff and volunteers) from a variety of education, economic and cultural backgrounds over whom they have no authority to cooperate to ensure the best experience for the most people
One full year of graduate level education related to the position or Superior Academic Achievement may be substituted to meet the specialized experience requirements.

Responsibilities

Greets and assists visitors, providing orientation and information about museum and gallery exhibits, programs, and amenities at the information desks, satellite stations inside and outside of the museum, and on phone lines. Welcomes visitors at primary entrances and outdoor areas, explaining entry procedures and sharing safety and security information.
Monitors visitor flow inside and outside of the building to uphold safety and accessibility standards, working collaboratively with team members to ensure the smooth and secure movement of guests throughout museum spaces as well as when visitors are waiting in lines.
Performs tasks and required reports in a timely manner and in accordance with Standard Operating Procedures (SOPs), NMNH, and SI policies. Provides information to visitors on museum rules, regulations, and safety protocols to promote a secure experience.
Supports guided tours including accessible tours, and educational programs, providing information on Smithsonian and NMNH history, architecture, and collections. Answers more complex visitor inquiries and maintains up-to-date knowledge of exhibitions and programs to ensure accurate and helpful communication.
Supports the operation and upkeep of digital interactives, signage, and other visitor-facing technologies by monitoring functionality, promptly identifying technical issues, and reporting maintenance needs to ensure a seamless and engaging visitor experience.
Assists with the implementation and collection of visitor feedback surveys, to support service improvements and outreach efforts.