careers
guest experience lead
what we value
Our mission is to inspire children to care about and change the world. The Museum is an innovative institution that sparks curiosity and wonder and a space where all children feel valued. In order to do this well, we need a team that reflects the dynamic and diverse communities that we serve and brings a variety of perspectives, abilities, and skills. We embrace that this work is critical to our mission and never finished. The more inclusive we are, the stronger our Museum.
the role
National Children’s Museum is a world-class institution that aims to spark children’s imaginations and encourage them to dream. Steps from the National Mall and Pennsylvania Avenue, National Children’s Museum celebrates the joy of childhood through science, technology, engineering, arts, and math (STEAM) exhibits and programs. As Guest Experience Lead, you will help realize this vision for hundreds of thousands of visitors each year.
As a Guest Experience Lead, reporting to the Manager of Guest Experience, you are a critical member of the Museum team focused on delivering a playful, high-quality visitor experience. The position is responsible for supporting the daily operations of the Museum, exemplifying the highest standards of the Guest Experience Associate + Playful Learning Facilitator role and providing guests with exceptional customer service. Guest Experience Lead serve as shift leads on the floor and ensure that information is communicated to Guest Experience Associates + Playful Learning Facilitators and to supervisors, proactively anticipate and solve problems, and coach employees to ensure an engaging experience for all visitors.
what you’ll do
As a floor leader and front-line ambassador for National Children’s Museum, you’ll ensure every visitor enjoys an engaging, safe, and memorable experience. You’ll balance hands-on guest interaction with behind-the-scenes coordination to keep the Museum running smoothly.
visitor engagement & guest experience
- Model exceptional guest service by actively engaging with children and families throughout the Museum to inspire curiosity, play, and learning;
- Welcome and assist visitors at the desk and on the floor, providing information about exhibits, programs, events, memberships, and ticketing;
- Lead by example in creating a warm, inclusive, and educational environment that reflects the Museum’s mission and values;
- Support and occasionally lead early childhood programs, pop-up activities, and other educational engagements on the floor; and
- Respond to guest concerns and safety issues with professionalism and care, following Museum protocols.
team leadership & floor operations
- Perform opening and closing procedures and direct Guest Experience Associates and Playful Learning Facilitators to ensure smooth daily operations;
- Act as floor lead, monitoring visitor flow and staff placement to meet guest needs;
- Elevate guest issues to Coordinator and/or Manager;
- Oversee field trips from arrival to departure, ensuring a positive and organized experience;
- Coach and empower team members, providing on-the-spot feedback and recognition to build morale and accountability; and
- Communicate effectively with supervisors regarding successes, challenges, and operational updates.
exhibit & facility readiness
- Maintain exhibit areas to ensure props and materials are well-stocked, clean, and ready for play.
- Support cross-departmental events such as birthday parties, member mornings, and special programs onsite and offsite.
- Monitor the Museum environment for safety, accessibility, and guest satisfaction.
- Training & Systems Support
- Assist with onboarding and training new employees in guest engagement, exhibit reset, ticketing and retail systems, and emergency procedures.
important experiences + traits for this role
- Comfortable working with children and their caregivers;
- Ability to work well with a diverse group of staff and guests;
- Previous experience with young children and their families in recreational settings or experience in retail, sales, or customer service required;
- Exhibit patience, professional demeanor, and even temper in stressful and changing situations;
- Ability to communicate and interact with children, adults, and large groups in a fast-paced, high-volume environment;
- Provide a professional and positive attitude;
- Retail / POS/cash handling experience;
- Ability to observe and learn from visitor feedback and behavior;
- High school diploma or equivalent experience;
- Fluency in a second language, a plus; and
- Must be able to pass a criminal background check.
physical demands + working environment
- Ability to stand, walk, or sit for extended periods; lift up to 40 lbs.; and interact with children and adults, including a three-story climber and slide;
- Occasional outdoor work;
- Fast-paced, highly sensory environment with frequent interaction with children and families;
- Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship;
- Reliable punctuality and attendance required; and
- Availability on weekends, occasional evenings, and holidays.
details
hours + location
National Children’s Museum at 1300 Pennsylvania Ave NW. Part-time position including working at least one work day, one weekend day, and 1⁄2 day on Tuesday. Working special events, evenings, and holidays will be necessary.
compensation
$20.50/hour This position receives sick time based on the District of Columbia requirements. This position does not include health insurance.
to apply
To indicate interest, please send resume and cover letter to hr@nationalchildrensmuseum.org with the subject line: “Guest Experience Lead”.
The National Children’s Museum is committed to equal opportunity for all employees and prospective employees without discrimination based upon race, color, religion, national origin, sex, age, personal appearance, sexual orientation, political affiliation, family responsibilities, disability, matriculation, marital status or any other category protected by law. This policy applies to all aspects of employment at NCM, including, but not limited to recruitment, promotion, compensation, benefits, training and development, access to facilities, discipline, separation of employment and other terms and conditions of employment.