Visitor Engagement Facilitator

Job Description

Job Description

SUMMARY

The Visitor Engagement Facilitator is a multi-department position that serves as educator and facilitator of informal science and art experiences for all museum visitors. This position works cross-functionally in visitor experience and visitor services roles to welcome and provide visitors with meaningful educational engagement throughout their journey. The position uses teaching and facilitation skills to work both at the museum, and off-site for programming as needed. This position is the first point of contact for all visitors, members, donors, field trips, groups, and customers. VEF staff will be assigned to stations throughout the museum, including entry, exit, stores, and the museum galleries including temporary programs and exhibitions. Staff in these positions must be friendly, approachable, and knowledgeable about the museum. This position is focused on meeting and exceeding the expectations of guests and members, and is a significant contributor to an exceptional museum experience. This position reports to Visitor Engagement Managers. 

ESSENTIAL FUNCTIONS

• Initiate visitor engagement and assist all museum guests at all points of the visitor journey.
• Serve as a facilitator to enrich the museum experience for visitors of all ages through exhibit explorations and scientific demonstrations and engage visitors in an inquiry-based process.
• Participate in executing the field trip program and other programs and projects that strengthen connections between students, teachers, visitors and their museum learning experiences.
• Use initiative and enthusiasm to provide excellent guest service and create exceptional experiences; within given authority go above and beyond expectations; meet or exceed service targets.
• Provide assistance to guests with additional needs throughout the museum, including but not limited to, assisting visitors who have been separated from their party, visitor lost and found, and ensuring visitor comfort and accessibility needs are met.
• Prepare the museum for daily operations; accountable for maintaining appearance, report dysfunctional exhibits to technical staff, and functions of all assigned spaces and positions.
• Be knowledgeable about the museum, its history, programs, exhibits, and special events and effectively communicate this information to guests in a dynamic hands-on environment.
• Effectively handle sales, service, and payments for ticketing, retail, and membership as well as a multitude of museum programs and third party products in accordance with established museum policies and procedures.
• Answer requests for information by phone, electronically and in person and troubleshoot technical issues and perform routine office tasks as needed.
• Responsible for working collaboratively with other internal departments to ensure all areas of the museum floor are functional, safe, and visitor ready, assist during emergency procedures.
• Active participation in professional development through individual and group learning and collaborative project work.
• Active participation in ongoing trainings, including but not limited to; visitor service, business operations and inquiry-based practices.
• Perform additional duties as required.

MINIMUM QUALIFICATIONS

• Weekend, evening, holiday hours and occasional extended shifts required
• Ability and interest in learning exhibits and their scientific principles and communicating these to students, teachers and general visitors
• Commitment to providing exceptional customer service; service oriented with a guests come first mentality
• Ability to be professional and courteous with general public, educational community, museum staff, and professional guests; comfortable interacting with senior management, high level donors, and all other members of our diverse community
• Punctual, neat and accurate in work habits; precise and detail-oriented
• Excellent telephone, written and interpersonal communication skills
• Able to work in a noisy and sometimes chaotic environment and be flexible under a variety of circumstances
• Able to interact with and manage large groups; possesses a friendly, outgoing, positive and enthusiastic attitude
• Able to exercise good judgment while working independently and collaboratively; works well in a diverse team environment
• Reliable and a self-starter; person with initiative
• Math and English proficiency required
• Computer proficiency required

PREFERRED QUALIFICATIONS

• Bilingual skills
• Investment in diversity, equity, access, and inclusion
• Experience in visitor service, cashier and/or retail
• Experience in an informal education setting or visitor focused role 
• Background in working with youth and knowledgeable of crisis intervention

PHYSICAL REQUIREMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position is based in San Francisco, California with staff expected to work onsite a certain number of days per week based on department requirements
• Ability to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 50 pounds short distances; bend kneel reach

APPLICATION DEADLINE

This position is open until filled

HOW TO APPLY

This is a  regular, part-time (30 hours per week), non-exempt, union position that includes benefits. The starting range for this role is $26.65 to $28.21. This range represents step 1-3 on a 6 step union pay scale. Please, no phone calls in regards to this job. Please include a cover letter with your application. Applications submitted without a cover letter will not be considered for review.  To apply, please visit the Exploratorium job page. 

The Exploratorium is proud to be an equal opportunity employer and values diversity, inclusion and respect. We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.