guest experience coordinator

guest experience & visitor engagement

• Ensure an exceptional visitor experience from initial greeting through final exit for all guests;
• Model outstanding customer service and inclusive engagement with children, families, and caregivers;
• Actively observe guest flow, engagement, and behavior to identify opportunities for improvement;
• Address guest concerns, questions, and conflicts with professionalism and care, including de-escalation when needed;
• Monitor and respond to incidents involving lost children, accidents, or guest complaints in accordance with Museum protocols; and
• Serve as an On-Duty Lead when assigned, acting as the primary point of contact for guest and staff issues.

staff leadership, coaching & observation

• Provide day-to-day leadership, guidance, and support to Guest Experience staff and Playful Learning Facilitators;
• Observe staff performance on the floor and model best practices in guest engagement and safety;
• Support onboarding and training of new team members and peers;
• Hold staff accountable to Museum policies, guest service standards, and safety procedures;
• Support the Guest Experience Manager with scheduling and coverage to meet operational needs; and
• Foster a collaborative, respectful team culture that positively impacts the guest experience.

operations, safety & readiness

• Monitor Museum spaces, exhibits, and public areas to ensure they are safe, clean, stocked, and guest-ready;
• Oversee admissions desk and gift shop readiness, including opening, restocking, organization, and POS operations;
• Monitor compliance with safety, security, and accessibility protocols;
• Partner with the Senior Manager of Exhibits + Facilities to identify and resolve safety or facility concerns;
• Support smooth operations with contract vendors as needed; and
• Assist with group arrivals and logistics for field trips, birthday parties, member programs, and special events.

facilitation & floor presence

• Engage in play and informal facilitation with guests throughout the Museum;
• Support or lead educational programming and pop-up experiences as needed; and
• Maintain a visible, proactive presence on the Museum floor to support both guests and staff.

• Experience working with young children and families, with a strong commitment to playful, inclusive learning;
• Previous experience in guest experience, visitor services, education, or related public-facing roles;
• Demonstrated ability to lead, support, and observe staff in a fast-paced environment;
• Strong customer service skills and ability to remain calm and professional in high-pressure situations;
• Ability to observe visitor behavior and staff practice and translate insights into action;
• Experience with cash handling and POS/CRM systems preferred;
• Ability to hold staff and guests accountable to policies with clarity and respect;
• Excellent interpersonal and communication skills with diverse audiences;
• Fluency in a language other than English a plus;
• Highly observant, detail-oriented, and proactive;
• Self-directed, adaptable, and open to feedback;
• Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship;
• Must be able to pass a criminal background check; and
• Passion for the mission and values of National Children’s Museum.

• Ability to remain standing, walking, or sitting for extended periods and lift up to 40 lbs.;
• Ability to interact with children and adults in exhibits, including a three-story climber and slide;
• Occasional outdoor work;
• Fast-paced, highly sensory environment with constant interaction with staff and visitors;
• Punctuality and reliable attendance are required.