Part Time Visitor Experience Expert

Folger Shakespeare Library

4d • Onsite

About The Position

The Folger Shakespeare Library is seeking multiple part-time Visitor Experience Experts (VEEs) to join their Visitor Experience (VisEX) team. VEEs are the welcoming face of the Folger, ensuring visitors feel informed, supported, and at home. Responsibilities include welcoming visitors, understanding their interests, selling event tickets, guiding attendees, and assisting in the gift shop. VEEs provide exemplary hospitality to all individuals entering the building and play a crucial role in shaping the visitor experience and supporting the Folger’s mission. The library seeks warm, enthusiastic individuals dedicated to creating a welcoming and memorable experience for all visitors, reflecting the Folger's commitment to welcoming all people.

Requirements

• Must be at least 18 years of age.
• An interest in museum or cultural visitor engagement and hospitality is required.
• Prior work, volunteer, or other experience in customer-facing roles, or similar, that show strong comfort in welcoming and assisting diverse audiences.
• Excellent communication and interpersonal skills, with the ability to engage visitors proactively, answer questions clearly, and adapt messaging to the scenario and audience.
• Confidence in problem-solving, sound judgement, and decision-making in busy public-facing situations.
• Ability to create a warm, inclusive, and memorable visitor experience; applicants should be confident engaging with people of all ages and backgrounds.
• Ability to support development goals by asking and receiving donations with a gracious, service-oriented approach.
• Proficiency with standard office technology including phones and computers.
• High attention to detail, time management, and ability to multitask in a dynamic environment.
• Willingness to learn about the Folger’s mission, programs, and visitor experience best practices.
• Requires physical agility, with the ability to squat, twist, and bend as needed.
• Ability to lift and carry weights up to 25 lb.
• May be required to stand for long periods of time and climb stairs.
• Ability to work at a computer for an extended period, with accuracy.
• Willingness and capacity to work in an office environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities.
• Capacity to communicate, in person, or using video, phone, or electronic communication methods, in a manner which can be understood by others.

Nice To Haves

• Experience with cash-handling, point-of-sale systems, or ticketing platforms is preferred but not required, and training will be provided.
• Familiarity with Tessitura is not required but appreciated.

Responsibilities

• Provides welcoming, helpful, and exemplary hospitality to Folger visitors.
• Creates an inclusive, accessible environment in all interactions with colleagues, volunteers, and visitors.
• Engages visitors in conversation to understand their interests and guide them toward experiences that match their needs.
• Stays informed about current and upcoming Folger programming, exhibitions, and activities.
• Participates in regular training to stay knowledgeable about rotating exhibitions, gallery content, events and building operations.
• Offers recommendations and provides directions around the DC/MD/VA area to further enhance the visitor experience.
• Provides ADA accommodation upon request, including guiding visitors with mobility needs, offering Folger-provided wheelchairs, or supporting ASL/audio-description services.
• Helps maintain visitor and collection safety in partnership with security officers and docents.
• Staffs the Welcome Desks, gift shop, lobby areas, the Great Hall, the Reading Room, and other public spaces as needed.
• Checks in readers and scholars and registers them in Tessitura (our ticketing and customer relations management database).
• Sells admissions and tickets to various events, provide information about exhibits in the galleries, and answer questions about the Folger, its collections, and our work.
• Answers the Ticket Services phone line and the main Folger phone line; routes callers as needed.
• Assist with the flow of visitors through Folger spaces including exhibitions, tours, performances, and events.
• Directs visitors to specific locations, event rooms, staff offices, or theatre seating.
• Supports event operations, which may include guiding attendees, checking tickets, or staffing off-site community events.
• With the support of security officers and docents, ensure the safety of visitors and objects.

Benefits

• Generous compensation, leave, and benefits package
• Opportunities for personal and professional growth
• Organization-funded healthcare plans for full-time staff
• Extensive leave options to all staff in the case of any health issues that arise

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed