Visitor Experience Representative, IS-1001-05

Smithsonian Institution•Washington, DC

7d•Onsite

About The Position

The Visitor Experience Representative supports the day-to-day visitor experience operations at the Smithsonian Institution (SI). 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. Additionally, supports the Smithsonian’s mission by encouraging visitor participation in philanthropic initiatives.

Requirements

A bachelor's degree from an accredited college or university, or a combination of education and experience that meets the requirements (usually 4 years of education or equivalent work experience). If not using a degree, you may need at least 1 year of specialized experience equivalent to the IS/GS-4 level. This experience should relate directly to the work you'll be doing.
Knowledge of established customer service principles and procedures to assess and enhance the quality of visitor experiences, including museum and galleries specific offerings, and institutional policies to effectively communicate with a variety of audiences.
Familiarity with basic office software (e.g., word processing, spreadsheets, databases) is necessary to support administrative tasks and maintain accurate visitor-related records.
Practical 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 inventory systems and distribution procedures to support the readiness and upkeep of visitor information stations.
Basic knowledge of data collection methods to support visitor surveys and contribute to the evaluation and enhancement of public engagement programs.
Basic knowledge of museum exhibit planning and coordination practices to effectively align visitor service operations with exhibitions, educational programs, and institutional events.
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 both visitors and volunteers, ensuring they receive appropriate guidance, resources, and support throughout their museum experience.
Skill in oral and written communication techniques to provide timely, courteous, and informative responses across multiple channels, including face-to-face interactions, briefings, emails, and phone calls, supporting effective coordination with staff and volunteers, and promoting ongoing engagement in support of the museum’s public service mission.
Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.
Complete a Probationary Period.
Maintain a Bank Account for Direct Deposit/Electronic Transfer.
Eligible to work in the United States.

Nice To Haves

Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials.

Responsibilities

Greet and assist visitors, providing orientation and information about museum and galleries exhibits, programs, and amenities.
Welcome visitors at primary entrances and outdoor areas, explaining entry procedures and sharing safety and security information.
Provide information to visitors on museum rules, regulations, and safety protocols to promote a secure experience.
Monitor visitor flow to uphold safety and accessibility standards, working collaboratively with team members to ensure the smooth and secure movement of guests throughout museum spaces.
Support guided tours, educational programs, and special events providing information on Smithsonian history and architecture.
Refer complex visitor inquiries to appropriate staff and maintain up-to-date knowledge of exhibitions, programs, and events to ensure accurate and helpful communication.
Perform walk-throughs of exterior museum grounds and galleries to monitor visitor activity, assess environmental conditions, and identify safety or maintenance concerns.
Provide directional assistance and respond to visitor inquiries while ensuring a safe and welcoming atmosphere.
Report observed issues such as facility damage, accessibility barriers, or operational disruptions, to appropriate staff for resolution.
Manage the daily setup, operation, and maintenance of outdoor mobile carts, ensuring timely transport to and from their designated museum locations.
Assist with transporting carts to and from their assigned areas with supplies or equipment as needed.
Assist with the collection of surveys visitor feedback, to support service improvements and outreach efforts.
Provide accurate and up-to-date information to visitors regarding museum floor plans, exhibitions, highlights tours, public programs, safety protocols, amenities such as restrooms and nursing stations, and institutional policies to support a seamless and informed visitor experience.
Support onsite volunteers by providing guidance on exhibitions, visitor experiences, and available resources such as interactives and brochures to enhance their engagement with museum guests.
Support 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 designated staff to ensure a seamless and engaging visitor experience.
Utilize general office software applications, including word processing, spreadsheets, and databases, to support administrative functions, manage visitor-related data, and contribute to the smooth execution of daily operational tasks.
Monitor inventory levels of visitor services areas supplies and materials, notifying the supervisor about the inventory levels to ensure uninterrupted operations.
Consistently adhere to assigned work schedules while exhibiting adaptability and responsiveness to shifting operational priorities, ensuring reliable support across museum functions.
Support the Smithsonian’s philanthropic initiatives and the impact of membership contributions on institutional programs and public engagement letting visitors know about the many ways they can contribute to the organization.
Assist guests with the purchase of new memberships and the renewal of existing accounts, providing clear information on benefits and helping foster long-term engagement with the museum.
Promote visitor participation in philanthropic efforts by encouraging donations and support through touchless giving stations and digital payment platforms.
Perform other duties as assigned.