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Visitor Experience Assistant

John F. Kennedy Presidential Library
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Visitor Experience Assistant

John F. Kennedy Presidential Library and Museum

Position Description

 

DESCRIPTION

The student worker serves as a visitor experience assistant at the John F. Kennedy Presidential Library and Museum (“Museum”). In this position, the student works in a public-facing role and serves as a primary point of contact for the general visiting public, ensuring a positive customer experience for all Museum guests. Working within the Department of Outreach, Education, and Engagement, the student is under the general supervision of the Head of Events and Visitor Experience.

 

MAJOR DUTIES 

  • Performs a variety of assistant support duties related to serving the public, to include the following:
  • Member of the visitor experience team that is responsible for providing on-site visitors with information and answers to questions using an in-depth knowledge of Museum resources.
  • Assists and works collaboratively with others in the staffing and operations of the Admin and Information Desks and exhibit galleries, including daily opening and closing preparations, ticket sales, group check-ins, and other reservations.
  • Operates computers, visitation management software, telephones, and other office equipment and software that is used to serve the public. This includes using point-of-sale software for purchase of admission tickets, issuing sales receipts and tickets, and consistently collecting visitor data and feedback as requested. Collects, remits, and accounts for admission fees in accordance with established guidelines for handling government funds.
  • Performs opening and closing functions, preparing the Museum and public areas for visitors. This includes turning on exhibits at opening and off at closing, checking public spaces for cleanliness, placing signage in correct locations, and assisting security in sweeping the Museum at the end of the day for closing.
  • Helps colleagues in regulating visitor flow, managing crowds, and addressing all customer service needs related to Museum admissions. Monitors visitor flow into the theater and exhibit areas, ensuring both public safety and a quality experience for all visitors. Serves as a primary point of contact and greeter for entering visitors. Contacts manager on duty for all issues that need further deliberation or support.
  • Works with colleagues to manage playback of films and other audio visual assets in Museum theaters and galleries. Coordinates adjustments to default film schedule, including special events and translated footage, as needed.
  • Supports maintenance of department inventories, such as printed collateral material, visitor resources and amenities, stored in or distributed from multiple locations throughout the Museum.
  • Receives and responds to written and verbal from individuals requesting general information about the Museum, the National Archives and Records Administration (NARA), and/or John. F. Kennedy. Maintains appropriate contact with all Museum staff in support of quality customer service.
  • Supports accessibility accommodations for visitors, as needed. This includes providing translated materials, distributing wheelchairs, coordinating interpretive services when requested, etc.
  • Represents the Visitor Experience team for afterhours events and programming, as needed. This requires a continuation of all standard customer service-related job duties for event or program attendees, coordinating special usage of theaters, and assisting in Museum and exhibit closing duties.
  • Works closely with other departments and staff within the Museum to support visitor needs throughout the building.
  • Assists security with emergency procedures and evacuation of Museum and other public areas in an emergency.
  • Other duties as assigned

 

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION 

  • Demonstrated ability to deal effectively, efficiently, tactfully, and courteously with a variety of persons.
  • Demonstrated ability to convey routine information accurately, effectively, and concisely verbally and in writing.
  • Demonstrated ability to set priorities, plan and coordinate activities with regular supervision.
  • Demonstrated ability to assimilate specifics quickly and provide informed responses.
  • Demonstrated a general knowledge and understanding of the Museum and its relationship to the agency.
  • Proficiency in language(s) other than English are a plus, but not required.

 

SUPERVISORY CONTROLS 

The student works independently and reports directly to the supervisor, the Head of Events and Visitor Experience, who defines objectives, priorities, and specific assignments. The student consults with the supervisor on any matter that is not covered by instructions or guidelines. The student’s work is reviewed for accuracy, adequacy and adherence to instructions and established procedures.

 

GUIDELINES 

Guidelines are available in the form of Federal regulations, NARA policies and procedures, precedents and guidelines relating to use of the facilities, as well as public informational brochures and directories. Uses judgment in selection of and application of appropriate guidelines to individual assignments. When specific guidelines are not applicable or available, the student requests the interpretation from the supervisor.

 

COMPLEXITY 

The work consists of duties that involve different and unrelated steps, processes, or methods. Standard communication techniques are applied to methods or formats in order to provide general information and directions to individuals and groups. Decisions made in performing the work require recognizing the differences among a few easily recognizable situations. The student must exercise some judgment in applying guidelines and processes to tasks that are not clearly defined. 

 

SCOPE AND EFFECT 

The work involves performance of a variety of conventional problems, questions, or situations in conformance with established criteria. The efficient and courteous providing of information, admissions and related visitor duties facilitate museum services to the general public and enhances the public relations image of the Museum. Performance of other clerical and assistant duties supports the work of the institution.

 

PERSONAL CONTACTS 

Personal contact is with a variety of groups or individuals with the general public, educational institutions, and tour organizations and other NARA staff members.

 

 

PURPOSE OF CONTACTS 

The purpose of the contacts is to provide information and services and to schedule reservations and organize itineraries for tour and educational groups and to provide information to the general public.

 

PHYSICAL DEMANDS

The work is performed while standing, sitting, and walking, with occasional bending, reaching, and lifting or carrying of heavy materials, such as boxes of brochures and papers.

 

WORK ENVIRONMENT

Work is performed primarily in a museum setting with occasional walking.

 

APPLICATION PROCESS

To apply, students should email Rossella.Romagnoli@nara.gov with the following:

  • Their resume and cover letter detailing relevant experience
  • Three personal or professional references
  • Their anticipated availability, including evening and weekend hours

 

All applications will be reviewed and select qualified individuals will be contacted directly.