Guest Experience Coordinator (Full-Time)

National Children’s Museum is a world-class institution that aims to spark children’s imaginations 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, arts, and math (STEAM) exhibits and programs. As Guest Experience Coordinator, you will help realize this vision for hundreds of thousands of visitors each year.

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The Guest Experience Coordinator, reporting to the Guest Experience Manager, will be a critical member of the Museum team focused on delivering a playful, high-quality visitor experience. The position plays a key role in the daily operations of the Museum—ensuring a cohesive, guest-focused experience, from the admission process through the exhibit experience through the final exit, providing guests with exceptional customer service during their visit to the Museum, and supporting teammates to ensure that the Museum delivers extraordinary learning experiences for children and their families.

what you’ll do:

• Provide an excellent visitor experience, from initial greeting through final exit of all guests;
• Provide a welcoming environment for visitors to the Museum, including greeting visitors, selling and scanning tickets, orienting visitors to the space, and answering visitor questions;
• Ensure the safety and security of all visitors and staff;
• Act as an On-Duty Lead when assigned, being the main point of contact and individual responsible for staff and visitor concerns and other incidents ;
• Assist in addressing guest and staff issues on the Museum floor, including de-escalating guest issues and engaging with guests from a wide range of backgrounds;
• Support Guest Experience Manager to schedule staff to maintain appropriate coverage for museum operational and experience need and serve as backup, as appropriate;
• Support training of peers and Associates;
• Monitor compliance with Museum policies, including safety and security protocols;
• Assist facilitation of smooth operations and communications with contract vendors, as necessary;
• Work to ensure a positive user experience for Museum ticketing and gift shop operations;
• Monitor daily visitor engagement, customer service, lost children, accident/incident intervention and reporting, lost + found, etc.;
• Partner with Senior Manager of Exhibits + Facilities to resolve safety concerns in a timely manner;
• Oversee the opening, restocking, and organization of materials and supplies at the admissions desks and gift shop;
• Engage in play and facilitation with guests and conduct educational programming throughout the Museum;
• Ensure all Museum areas and exhibits are prepared for guests;
• Oversee and assist with the arrival and check-in of field trips, birthday parties, and other groups;
• Be a positive member of National Children’s Museum 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 and 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/CRM systems is desirable;
• 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 and guests 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;
• Observant with an attention to detail and willingness to take initiative;
• Self-starter, capable of taking charge once assigned a task, but open to feedback from all staff and open to adaptation for the betterment of the Museum; and
• Passion for the mission of National Children’s Museum.

physical demands + working environment

• Ability to remain standing, walking, or sitting for long periods, move up to 40 lbs., and interact with children and adults in our exhibits, including a three-story climber and slide;
• Occasional work outdoors;
• Fast-paced, highly sensory, stimulating work environment due to constant noise and interaction with other staff and visitors, which includes children;
• Punctuality and attendance required; and
• Ability to work effectively in a highly sensory, stimulating work environment due to constant interaction with other staff and visitors, which includes children.

hours + location:

Full-time position located at the National Children’s Museum at 1300 Pennsylvania Ave NW.. The position requires regular weekend work. Scheduled work hours will be adjusted according to Museum needs. The position requires occasional special events, evening, and holiday work.

salary + benefits:

$21-$24/hour commensurate with experience. This is a full-time position, which includes health insurance.

To indicate interest, please send resume and cover letter to hr@nationalchildrensmuseum.org

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.