USAJOBS · 3 days ago
Visitor Services Coordinator
Washington, District of Columbia, USA
Full-time
Onsite
Mid, Senior Level
$58K/yr - $92K/yr
1+ years expThe Smithsonian Institution is the world’s largest museum, education, and research complex, with 21 museums and the National Zoo. This position is located in the National Museum of the American Indian (NMAI), where the Visitor Services Coordinator is responsible for overseeing the Visitor Services Department and ensuring a positive experience for visitors and guests.
ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency
Responsibilities
Assist the Supervisor in all Visitor Services programs and activities, including customer service; wayfinding; indoor and outdoor queuing and line management; safety; security; volunteer management and scheduling; group/VIP visits. Assist with support and accessibility services; creation and dissemination of maps, guides and information concerning the public areas of the museum, facilities use, exhibitions, collections, and objects; and engagement and interpretation of difficult and challenging content for visitors and guests
Train or arrange for training in team building and working in teams to accomplish work. Monitor and report on the status and progress of training. Serve as coach and facilitator in coordinating team initiatives and consensus building in trainings
Participate in management of the Visitor Services volunteer program at NMAI and provide leadership over a large volunteer population. In conjunction with supervisor, interview and onboard prospective volunteers. Follow up to ensure volunteers are oriented and trained, in collaboration with NMAI Supervisory Visitor Services Coordinator and Office of Visitor Services (OVS) policies & procedures
Support the Guest Services Department and all implementation policies & protocols to include utilized software programs: Customer Relationship Management (CRM) systems or similar systems; Proficiency in NMAI CRM, VSYs, SenSource, Dexibit; and ticketing system data as appropriate, train others as appropriate
Provide day-to-day leadership and oversight of the Visitor Services programs and activities, including customer service; wayfinding; indoor and outdoor queuing and line management; safety; security; volunteer management and scheduling; group/VIP visits; assist with support and accessibility services; creation and dissemination of maps, guides, and information concerning the public areas of the museum, facilities use, exhibitions, collections, and objects; and engagement and interpretation of difficult and challenging content for visitors and guests
Ensure that the SI and Museum’s strategic plans, mission and vision are communicated and are a part of the team’s strategies, goals, objectives and work plans
Communicate to the team assignments, projects, and problems to be solved, including deadlines and times frames for completion
Together with the supervisor, provide volunteer program management, leadership, and development of the Visitor Services volunteer program at NMAI and provide leadership for managing a large volunteer population. Interview and onboard prospective volunteers. Follow up to ensure volunteers are oriented and trained in collaboration with NMAI Volunteer Manager and Office of Visitor Services (OVS) policies & procedures
Work with the Supervisor to oversee Visitor and Guest Services funding, expenditures, and participates in purchasing for the program that can include invoicing, program reports, and budget preparation, development, justifications, and monitoring. Works with staff to ensure visitor materials, equipment, and office supplies are monitored and sufficient for program implementation
Qualification
Required
One year of specialized experience equivalent to at least the GS-05 level in the Federal Service. For this position, specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; giving public presentations or demonstrations to small visitor groups; and working with museum or cultural institution volunteers
One full year of graduate level education related to the position or Superior Academic Achievement may be substituted to meet the specialized experience requirement
A combination of education and experience may be combined to meet the basic qualification
One year of specialized experience equivalent to at least the GS-7 level in the Federal Service or comparable pay band system. For this position Specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; giving public presentations or demonstrations to large visitor groups; and providing general direction to museum or cultural institution volunteers
Master's or equivalent graduate degree OR 2 full years of progressively higher-level graduate education leading to such a degree OR LL. B or J.D., if related OR Equivalent combinations of education and experience
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social)
Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience
Benefits
Flexible Spending Accounts
Health Insurance
Leave
Life Insurance
Long Term Care Insurance
Retirement Program
Company
USAJOBS
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