Experience Facilitator III, DPKH

Description

At Discovery Place, a 501(c)(3) nonprofit organization, we fuel your passion for science and the natural world by delivering awe-inspiring exhibits and educational programs.
Our immersive experiences captivate, challenge, and empower audiences of all ages, sparking a spirit of discovery and lifelong learning. We hope to forge a future where science catalyzes, creating boundless opportunities, fostering hope, solving complex problems and driving positive change across the globe.

We’re looking for driven, talented individuals who share our passion for making an impact and having fun while doing it.

General Job/Position Summary:

Facilitates guest experiences, including revenue generated programs such as camps, birthday parties, classes, shows, other educational activities, and performs admissions-related operations. Also serves in the role of Manager on Duty (MOD) as assigned (see Manager on Duty Position Description). Other duties include overseeing and implementing special events, revenue generating experiences, maintaining operational procedures, training staff members, working on the museum floor, and other tasks as outlined below or assigned.

Essential Duties and Responsibilities include the following. Other duties may be assigned. Facilitate day-to-day experiences, operational programs, public events and shows, and special programs and lead educational activities in a variety of settings (30%)

• a. Oversee and facilitate demonstrations, public shows, programs, and activities with a high level of professionalism; some of which may be more complex in content and delivery and may have elevated risk in executing
• b. Provides supports and guides the high-quality work of team members interacting with guests and supports their roles as facilitators, and volunteers.
• c. Implements the supervision, training and retention of Discovery Place KIDS team members including volunteers.
• d. Engage museum guests leveraging informal educational approaches and techniques, including predesigned and impromptu activities
• e. Facilitate revenue generated programs like birthday experiences, camps, classes, etc.
• f. Contributes to building processes and systems that drive creativity, ongoing learning and successful implementation of all museum experiences.
• g. Ensure relative experiences by adapting content and complexity to ages and interests of children and their families
• h. Conduct inventory of program supplies and recommend purchasing of departmental supplies based on inventory levels and program needs
• i. Select and assemble materials to be used in daily demonstrations and programming
• j. Lead the implementation and operation of special event days
• k. Display a high level of enthusiasm, energy, and positive behavior to museum guests
• l. Evaluate success of experiences through feedback provided by guests

Work as a forward-facing guest service representative at the admissions desk ensuring exceptional guest experience and interaction (50%)

• a. Greet guests as they enter the museum, conducting orientations for groups
• b. Check in guests and sell retail items through the point-of-sale systems at the front desk
• c. Accurately perform admissions transactions/reporting and follow cash handling procedures
• d. Inform guests of daily and special programming, learning opportunities, membership, and special events
• e. Provide input to management on feedback and information from customers
• f. Monitor inventory levels of consumables and retail merchandise at the front desk and exhibit manipulatives and within the museum and proactively notify management of needs
• g. Process membership sales

Monitor the museum exhibits, activities, and environment to ensure safety and high-quality guest experience and engagement (20%)

• a. Perform exhibit checks and either correct problems or report them to management
• b. Collaborates with the exhibits and facilities team to ensure that facilities and exhibitions on museum floor maintained and repaired as needed.
• c. Enforce safety and other policies/procedures within the museum
• d. Assist in emergency response procedures
• e. Perform daily housekeeping routines for museum activities and exhibits
• f. Provide detailed cleaning, sanitization, and organization of exhibits and areas during down time
• g. Maintain a clean and orderly work environment

Serve as a Manager on Duty (MOD) to Lead Museum Operations (see Manager on Duty Position Description) (40%-60%)

Demonstrate behavior consistent with the organizational culture and expectations (100%)

• a. Continually maintain an outwardly positive demeanor toward coworkers and guests
• b. Maintain a collaborative, team-oriented approach, and can-do attitude
• c. Assist and support other team members and departments in their responsibilities when help is needed
• d. Welcome guests and team members from diverse backgrounds and abilities
• e. Display adaptability and flexibility in an ever-changing environment
• f. Assist in training and share business-related knowledge with fellow employees
• g. Maintain a consistently high level of performance

REQUIRED COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies and seek
continual improvement in each area:

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and
ethically; Upholds organizational values.

Diversity Shows respect and sensitivity for cultural differences.
Organizational Support Follows policies and procedures; Supports the organizations goals and values.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates
suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in
a manner that gets others' attention.

Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information
skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason when
dealing with emotional and sensitive topics.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach
or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Executes/Delivers - Makes sustainable and timely progress on assigned tasks; communicates with supervisor
when project timeline changes; delivers outcomes that provide value for the organization.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work
independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Guest Service - Manages difficult or emotional customer situations; Responds promptly to customer needs;
Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets
commitments.

Cost Conscious - Conserves organizational resources.

Planning/Organizing Utilizing logical, systematic, and orderly procedures to meet objectives; the ability to
determine goals and priorities and to assess the actions, time and resources needed to achieve those goals;
uses time efficiently.

Interpretation Processes a variety of instructions furnished in written, oral, diagram or schedule form.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets
clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing
style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats other with respect
and consideration regardless of their status or position; Accepts responsibility for own actions. Follows
through on commitments.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses
equipment and materials properly.

Language Ability Ability to read, analyze, and interpret common scientific and technical journals, financial
reports, and legal documents. Ability to respond to common inquiries or complaints from customers,
regulatory agencies, or members of the business community. Ability to write speeches and articles for
publication that conform to prescribed style and format.

Math Ability Ability to work with mathematical concepts such as probability and statistical inference, and
fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions,
percentages, ratios, and proportions to practical situations.

Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability
to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with
several abstract and concrete variables.

Qualifications

Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Bachelors degree from a four-year College or University and demonstrated experience in formal or informal
education. Two years of experience in education, museums or related organizations or equivalent
combination of education and experience. Fluency in Spanish welcomed.

Certificates and Licenses:
North Carolina Teaching Certificate or equivalent degree in a field of science is preferred, but not required.

Computer Skills:
Minimally, should have knowledge of Microsoft office, word processing and spreadsheet software.

Supervisory Responsibilities:
Supervises up to 15 employees. Responsible for the overall direction and coordination of employees. Carries
out supervisory responsibilities in accordance with the organizations policies and applicable laws.
Responsibilities include interviewing, and training employees; planning, assigning, and directing work;
addressing complaints and resolving problems.

Working Environment:
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

• Noise Level - The noise level in the work environment is moderate to loud.
• Climate Must be able to work outdoors for moderate amounts of time.
• Highly Occupied Space Must be able to work in extremely crowded spaces with a large number of people (number of guests allowed in a museum or space may vary based on dynamic circumstances related to health in the community such as pandemics or other similar situations).
• While performing the duties of this job, the employee is frequently exposed to wet or humid conditions.

Physical Demands:
The employee must regularly lift and /or move up to 30 pounds. Specific vision abilities required by this job
include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While
performing the duties of this Job, the employee is regularly required to stand for long periods of time; walk;
use hands to manipulate objects, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl.
Also regularly required to talk and hear while performing the functions of this job.

Employees of Discovery Place should uphold the mission, vision and values of the organization. We strive to provide exceptional service through four core values: uncommon courtesy, the pursuit of personal excellence, teamwork and inclusion. We value the diversity of opinions and intellectual thought and encourage an environment where employees can share ideas openly.

Employees of Discovery Place should uphold the mission, vision and values of the organization. We strive to provide exceptional service through four core values: uncommon courtesy, the pursuit of personal excellence, teamwork and inclusion. We value the diversity of opinions and intellectual thought and encourage an environment where employees can share ideas openly.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities of this job. Other duties may be assigned. This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.

Salary : $52,800 - $66,800