Job Description
Visitor and Guest Services Representative

This position provides visitor engagement services to a Smithsonian Museum in Washington, D.C.
Responsibilities:
The incumbent will provide exemplary customer service to visitors and guests, including greeting and wayfinding; queuing and line management for timed entry of individuals and groups; and collecting and documenting visitor feedback. The incumbent will support daily logistics and the following operational tasks:
• Provide helpful information to visitors, such as museum content, programming, events, timed entry passes, membership, directions, and use of facilities
• Directing visitors to queue in designated areas, applying maximum capacity and social distancing policies
• Share health, safety, and museum policies in exhibit spaces and galleries
• Greet groups, group leaders and chaperones and highlighting the importance of visitor behavior guidelines, including the required chaperone to student ratio
• Provide special accommodations (i.e., sighted guide visits, wheelchair, and other accessibility services)
• Stay up to date on museum events, programming, promotions, policies and procedures
• Respond to and resolve visitor complaints and concerns, calling upon management as needed
• Monitor visitor flow and assist guests to safety when emergencies occur
• Maintain a professional appearance and demeanor
• Assist with special events and other duties as assigned

Knowledge and Skill Requirements
• One year of public-facing, customer service experience at a museum, cultural institution, or attraction
• Knowledge and experience in planning a visitor in a large museum, cultural institution, or attraction
• Ability to engage with a range of visitors and groups from various backgrounds and cultures
• Ability to interpret and implement museum protocols, policies and procedures while exercising good judgment and diplomacy with the public
• Demonstrated ability to manage conflict and resolve visitor issues
• Ability to multi-task as well as function as a team-member
• Excellent verbal and written communication skill and interpersonal skills
• Approachable – Enjoy working with the public
• Ability to adapt to changing priorities in a dynamic, fast-paced work environment
• Must be available to work on weekdays, evenings, weekends, and holidays

Desired Qualifications:
• Associates or Undergraduate Degree
• Experience in public speaking and/or presenting educational information to the public
• Knowledge of and enthusiasm for history or other topics related to the site preferred
• Bilingual fluency, especially in Spanish, Cantonese, Mandarin, or Japanese preferred
• Accessibility/ADA knowledge or experience a plus

Physical demands and work environment:
The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job.
• Extended periods of standing and walking required
• Day to day moderate noise in open setting; occasional exposure to loud music
• Exposure to all elements of weather (i.e., rain, snow, extreme heat, etc.)

Job Types: Part-time, Temporary, Contract

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