Visitor Experience Lead Associate

Job Description

Job Description

Position Title

Rate of Pay  

Visitor Experience Lead Associate

$20

Department 

Work Location

General Admission

On-site

Reports to

Work Schedule

Visitor Experience Manager

Wednesday - Sunday; 9:00 AM - 5:00 PM;

Up to (21) hours per week

FLSA Status 

Position Classification

Non-exempt

Part-time

Since its founding at the 1964-65 New York World’s Fair, the New York Hall of Science (NYSCI) has inspired millions of people — children, teachers, and families — by offering innovative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 400,000 visitors each year and serves thousands more through outreach in schools, teacher professional development, and participation in a variety of public events and research initiatives.

NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs, and products, all of which are informed by our inclusive, research-derived approach to STEM learning and engagement called Design, Make, Play . The defining characteristics of Design, Make, Play — open-ended exploration, imaginative learning, personal relevance, deep engagement, and delight — are the ingredients that invite broad participation in STEM and make engagement and learning irresistible. Through this transformative model for STEM exploration, NYSCI engages a broad community of learners in STEM by fostering the excitement of self-directed exploration and by tapping into the joy of learning intrinsic in young people’s play. NYSCI has approximately 87 full-time and over 103 part-time and casual staff members.

DEPARTMENT ROLE: 

The 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 successfully accomplish its mission. Under the direction of the Visitor Experience Managers, the Lead Visitor Experience Associate provides support, guidance, and consultation for NYSCI’s general visits, birthday parties, membership, and group admissions functions.

FUNCTION: 

The Lead Visitor Experience Associate supports day-to-day operations, assists with training, and delivers a high level of customer service to advance the organization's mission and enhance visitor experiences at the institution.

PRINCIPAL RESPONSIBILITIES:

• Facilitates activities for seamless visitor check-in with a focus on customer service, organization, and efficiency
• Ensures positive visitor interactions are delivered in a pleasant, professional, and prompt manner
• Support Visitor Experience Associates as an intermediate daily team lead, accessing and escalating customer issues when necessary to a Visitor Experience Manager
• Coordinates group admissions process, assigns Bin Master, Bin Control, and Greeter roles to Visitor Experience Associates
• Support the Visitor Experience Management team with daily cash handling duties, including delivering change to Visitor Experience Associates, ensuring Associates secure their cash bags before breaks, collecting cash bags and equipment at the end of their shifts, and counting petty cash before opening and after closing.
• Support daily opening and closing procedures; Actively participate in interdepartmental and Visitor Experience team meetings; and complete end-of-day reports.
• Follow up with the Visitor Experience Management team to ensure the department’s operational guidelines, policies, and procedures are as up to date and efficient as possible
• Support the reservation booking process when demand is high for Group Sales, Memberships, Birthday Parties, or General Ticket purchasing as necessary
• Facilitate staff rotation across posts and assign coverage where necessary.
• Assist with day-to-day supervision of casual staff
• Perform other duties as needed
  
  

Support Visitor Experience Managers to:

• Respond to visitor inquiries and reviews through NYSCI’s online platforms.
• Offer ongoing support and training of Visitor Experience Associates
• Monitor data collection to ensure NYSCI’s visitor research goals are met. 
• Update all collection logs on an ongoing basis

RELEVANT EXPERIENCE AND SKILLS:

• Commitment to the philosophy and mission of the New York Hall of Science.
• Demonstrable aptitude for training and working with teams.
• Strong written, verbal, and interpersonal communication skills
• Ability to de-escalate tense situations and resolve customer complaints.
• Knowledge of principles and methods for showing, promoting, and selling products or services. This includes sales techniques and sales control systems.
  
  

QUALIFICATIONS:

• High School Diploma 
• Prior work experience in a museum, hospitality, or customer service role
• Knowledge of principles and best practices for providing customer service

Please upload your resume and cover letter through our online careers page. 

Please note that while careful consideration will be given to each submission, the Museum will contact only those applicants whose knowledge, skills, and work experience best fit the requirements of the position. 

Application Deadline: Applications will be accepted on a rolling basis until the position is filled.

No phone calls or faxes, please.

The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.