Visitor Services Coordinator (IS-1001-07)

Smithsonian Institution•Washington, DC

3d•Onsite

About The Position

This position is located in the Visitor Experience Department, within Smithsonian’s National Zoo and Conservation Biology Institute (NZCBI). The Visitor Experience department is responsible for planning, creating, implementing and managing a wide range of services and programs that are designed to enhance visitor experience at the National Zoo, including Visitor Services, Visitor Education and Learning, and Volunteer Programs. The incumbent supports the daily operations of visitor services to ensure a positive and organized visitor experience. S/he provides support and assistance to visitors and staff by answering questions, providing information about the Zoo, and troubleshooting problems.

Requirements

Knowledge of and experience in visitor services at public organizations with high-volume visitation.
Skill in customer service and working with the public to anticipate and respond to visitor needs and questions.
Ability to work collaboratively with a variety of individuals in order to effectively coordinate projects, resolve conflicts and exchange information.
Skill in prioritizing and managing the tasks involved in a daily visitor services operation, including sharing information, managing crowds, and monitoring floor activities and staff.
Skill in Microsoft Office, database programs, and other similar computer software.
Skill in working with Tessitura ticketing system.
Skill in oral and written communication sufficient to effectively and diplomatically interact with a variety of individuals and to draft written documents.
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. This documentation is the responsibility of the applicant and should be included as part of your application package.
Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.

Responsibilities

Assists Supervisor with daily Visitor & Guest Services operations.
Supports initiatives to improve visitor and volunteer satisfaction.
Monitors Zoo conditions affecting visitor experience and reports issues.
Helps manage staff breaks and meal schedules.
Coordinates delivery and restocking of information desk supplies.
Ensures signage accuracy throughout the park.
Assists with internal and external email communications related to visitor logistics and inquiries.
Responds to high‑volume email inboxes (visitor services, tickets) and helps resolve concerns.
Supports scheduling of tours and reservations.
Builds relationships with Zoo staff and volunteers to enhance visitor experience.
Inputs data into volunteer and ticketing systems.
Shares information from supervisors with the team.
Supports Zoo events, programming, and daily visitor operations (wayfinding, queues, safety, VIP tours, accessibility).
Provides information about Zoo facilities, exhibitions, and collections.
Helps manage group bookings, ticket exchanges, and refund exceptions.
Helps train contract staff on scanning/ticket procedures; monitors accuracy.
Ensures visitor materials and supplies are stocked and available.
Delivers high‑quality customer service to visitors, staff, and volunteers.
Addresses and follows up on visitor and volunteer needs.
Responds to inquiries politely and clearly.
Documents and replies to calls, emails, comment cards, and online posts.
Helps resolve visitor or volunteer issues; escalates when needed while keeping individuals informed.
Assists with amenity rentals (strollers, wagons, ECVs).
Oversees entry‑point operations, resolving ticketing, crowd, and satisfaction issues.