Visitor Experience Associate

Visitor Experience AssociateThe New York Hall of Science’s Visitor Experience team is a critical and integral part of NYSCI’s overall operations. NYSCI depends upon the talents and skills of this team to accomplish its mission. Under the direction of the Visitor Experience Managers, the Visitor Experience Associates provide support, guidance, and consultation for NYSCI’s general visits, birthday parties, membership, and group admissions functions. Visitor Experience Associates are the primary contact for the public and internal staff. They provide accessible, relevant, clear, timely information, and support the visitor’s journey.The role of the Visitor Experience Associate is to create a welcoming atmosphere for groups, visitors, and birthday party guests at their initial contact with NYSCI, while orienting them to the museum in such a way that facilitates the confidence visitors need to participate and explore. Additionally, Visitor Experience frequently conducts visitor surveys to improve the visitor experience. The Visitor Experience Associate participates actively in this research.Principal Responsibilities:Meet and greet arriving visitors, ensuring the daily reception is orderly, timely, and thorough.Engage visitors, answer questions, and help foster good first impressions to maintain a positive relationship with visitors.Process sales at various workstations, complete ticket check-in, and ensure visitors have the information they need for a fruitful experience.Promote the sales of Membership, All-Inclusive tickets, and all ancillary activities. Become an ambassador for the variety of NYSCI’s tickets and products.Support the operation of all visitor-facing programs, events, and activities. Assist with any daily sanitization and organization of workstations and ticketing and survey instruments (ex: iPad).Promote social distancing and other hygiene etiquette in accordance with NYSCI’s policy. Support visitor experience research efforts through data collection, data entry, data preparation and related tasks.Be conversant in the mission, exhibitions, programs and related content of NYSCI.Prepare and maintain all materials needed for daily operations, set up workstations for use throughout the week, and prepare birthday party rooms for use as expected.Actively participate in all training opportunities including new exhibit content, visitor engagement strategies, improving customer service, and learning how to initiate conversations with visitors to invite feedback and response to exhibitions.Actively work to improve NYSCI’s “Staff Helpfulness” rating through our COVES survey, on an ongoing basis.Consistently provide feedback and observations to the management team to ensure the department’s operational guidelines, policies, and procedures are as up to date and efficient as possible.Complete other tasks as assigned.Supervisory Responsibilities:NoneRelevant Experience And Skills:2 years’ experience working at a museum or in related management.Commitment to the philosophy and mission of NY Hall of Science.Demonstrable experience training and working with teams.Strong communication skills with the ability to express ideas clearly both in written and oral communications.Experience serving diverse audiences.Must be able to communicate with others clearly and comfortable approaching individuals or groups.Ability to communicate with people outside the organization, representing the organization to customers, the public, and other external sources, in person, in writing, or by telephone.Ability to actively listen to what others are saying, taking time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times.Ability to provide information to supervisors and other co-workers in person, in writing, or by telephone. Knowledge of principles and methods for showing, promotion, and selling products or services. This includes sales techniques and sales control systems.Qualifications:EDUCATION: Some college required or a BA in Business, Hospitality, or equivalent experienceKnowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting service quality standards, and evaluating customer satisfaction.A science center, natural history museum, or children’s museum background is preferred but not required.