Visitor Experience Coordinator

visitor experience coordinator

Washington DC’s children deserve a world-class museum to spark their imagination and encourage them to dream. Steps off the National Mall and Pennsylvania Avenue, National Children’s Museum celebrates the joy of childhood through science, technology, engineering, art, and math (STEAM) exhibits and programs. As Visitor Experience Coordinator, you will help realize this vision for hundreds of thousands of visitors each year.

what you’ll do

The Visitor Experience Coordinatoris a critical part of the Museum’s Visitor Experience team and reports to the Manager of Visitor Experience. This individual will supervise Museum Experience Associates working on the Museum floor and oversee all guest experiences in the Museum. The Visitor Experience Coordinator will use exceptional creativity to ensure playful learning and whimsy are at the center of exhibit facilitation and the Museum’s STEAM learning opportunities. Their work is critical to fulfilling the mission of the National Children’s Museum: to inspire children to care about and change the world. 

Ensure a mission-centered approach to visitor engagement and demonstrate a commitment to the Museum’s brand identity being at the core of each experience;

Supervise the Museum Experience Associates engaging guests on the floor at the exhibits and resetting, cleaning, and tidying exhibits;

Serve as the primary point-of-contact for Museum Experience Associates with questions or concerns;

Interact with guests inside exhibits, and set the example for whimsical engagement to all staff in the Museum;

Support hiring Museum Experience Associates; and implementing and training staff on guest policies and protocols that ensure optimal customer service, including scripts and strategies development; 

Monitor guest activity to ensure safety, adherence to COVID-19 safety protocols, study what engages guests, and provides feedback on guests’ Museum experiences;

Assist with addressing guest and staff issues on the Museum floor, including deescalating guest issues and engaging with guests from a wide range of backgrounds; 

Work closely with Operations team to coordinate ticketing and make the admission experience as entertaining as possible, suggest most effective ticketing based on dwell times, and work to provide the best overall guest experience from entry to departure;

Develop opportunities to engage all guests in the Museum experience, partnering with each department to ensure diversity, equity, accessibility, and inclusion, initiatives;  

Be a positive member of the National Children’s Museum Dream Team, working to sustain the collaborative, creative culture that will permeate into the guest experience; and

Welcome other tasks and responsibilities as needed to ensure the Museum’s success.

what we believe are important experiences + traits for this role

Experience working with young children and families and a passion for children’s education and entertainment; 

Experience working in visitor engagement, education, and/or theater; 

Prior cash handling experience and knowledge of POS systems;

Ability to spark curiosity and create playful learning environments;

Talent for improv, with the ability to think on your feet and adapt learning in a whimsical way for a young audience; 

Ability to observe and learn from visitor feedback and behavior; 

Ability to be a role model of customer service, demonstrate flexibility and manage staff in a fast-paced environment where demands often change; 

Ability to hold staff accountable for following Museum policies and guidelines; 

Great interpersonal skills and ability to work well with a diverse customer base; 

Fluency in a language other than English is desirable;

Ability to work effectively on a team and think strategically; 

Highly professional with the ability to serve as a public representative of the Museum; 

Self-starter able to take charge of a task once assigned, but welcoming of feedback from all staff and open to adaptation for the betterment of the Museum; 

Must be able to pass a criminal background check; and

Passion for the mission of National Children’s Museum. 

physical demands + working environment

Ability to remain in stationary position for long periods, move up to 50 lbs., and position self to interact with children in our exhibits, including a three-story climber and slide;

Occasional work outdoors;

Ability to work effectively in fast-paced, highly-sensory, stimulating work environment due to constant interaction with other staff and visitors, which includes children;

Punctuality and attendance are required for all assigned shifts;

Availability on weekends, evenings, and holidays; and

Uniform/dress code (masks are required due to COVID-19 policy). 

hours

Full-time position at National Children’s Museum @ 1300 Pennsylvania Ave NW. The workweek for this position is currently Thursday – Sunday, but is subject to change. Anticipated schedule is 8am – 6pm.  Scheduled work hours will be adjusted according to Museum needs. Participation in special events, evenings, weekends, and holidays will be necessary.

The Museum plans to open to the public 4 days per week, with plans to increase operating hours in the future.

salary

$45,000 – $55,000, commensurate with experience and skill set.

Interested candidates should submit a resume and cover letter to [email protected] with the subject line: Visitor Experience Coordinator.

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 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.