Discovery Guide

Description

Position Overview:

The Discovery Guide is responsible for providing the highest level of customer service and frontline engagement for visitors through facilitating exploration of museum exhibits and experiences. They actively interact with children, adults, families and groups and responds to visitor questions. They work with other staff members to assist with facilitating meaningful educational programs. Successful Discovery Guides perform their duties with an educational passion, enthusiasm, creativity, a sense of humor and a commitment to consistently providing a creative and fun experience for visitors. Consistently models appropriate behavior for positive interactions between adults and children and demonstrates enthusiasm when working programs and/or events.

The position requires schedule flexibility and a part-time commitment of twenty to twenty-nine (20 – 29) hours per week, including a minimum of one (1) weekend day and occasional holidays and after-hours availability for special events/facility rentals as assigned by management.

Position Responsibilities:

Customer Service and Visitor Stewardship

• Exemplifies outstanding customer service; proactively anticipates the needs of visitors while maintaining the highest level of professionalism and support.
• Helps expand relationships with visitors by creating a safe, fun and friendly environment.
• Actively engages visitors, directs their proper use of exhibits, interprets exhibit content and presents gallery experiences to broaden visitor experience and foster repeat visitation.
• Provides assistance to visitors by answering general questions concerning museum offerings, exhibits and way-finding for exhibits and scheduled programs.

Teamwork and Collaboration

• Works cross-functionally with other Discovery Guides, Leads, and other departments to support the museum’s mission
• Listens to visitor ideas and concerns and regularly communicates with management about visitor experiences. Provides input for continuous improvements that advance our mission.
• Demonstrates a team approach and is flexible; can adjust to different roles.
• Proactively prepares supplies for gallery experiences and helps maintain supply inventory.
• Assist with facilitating experiences in galleries and directly engages visitors in activities.

Dependability and Accountability

• Maintains a thorough knowledge of the museum’s exhibit content and programs and takes accountability for learning relevant content quickly.
• Consistently punctual and prepared for scheduled shifts, meetings and programs.
• Communicates scheduling needs and issues in a timely fashion.
• Actively seeks professional development opportunities that support lifelong learning.

Birthday Party Facilitation

• Delivers exceptional customer service and maintains a fun, friendly and professional demeanor at all times. Approaches all encounters with visitors and staff in an attentive, courteous and service-oriented manner.
• Assists the birthday party host family with their set up, clean up and time management from start to finish. Reviews schedule information with the birthday party host family upon arrival.
• Leads party visitors on an interactive tour of the museum exhibits (depending on party level) and maintains thorough knowledge of the museum’s exhibit content.
• Facilitates fun, engaging and educational birthday workshops (depending on party level)
• Troubleshoots challenges and works collaboratively with Visitor Services Managers, Educators, Facilities and Exhibits team to ensure any issues involving visitor safety and satisfaction are promptly addressed.
• In a timely manner, communicates monthly scheduling needs and issues.

Requirements

Required Education / Certification:

• High School diploma required.

Minimum Experience/Skills/Certificates:

• Experience and interest working in a youth-oriented environment and interacting with families of young children, school groups and a diverse community of learners.
• Commit to a consistent, part-time weekend schedule. Must be available a minimum of one weekend day (both Saturday and Sunday desirable).
• Early childhood and/or elementary program/camp counseling experience a plus.
• Ability to consistently provide excellent customer service, listen actively to visitors and be responsive to their needs and expectations
• Excellent interpersonal skills, professional maturity, adaptability and self-reliance
• Ability to problem solve and quickly respond to customer service issues
• Proven sales skills with the ability to effectively promote museum membership, programs and events
• Strong organizational skills and attention to detail
• Flexible with last-minute changes
• Sensitive to diversity including individuals with physical challenges or special needs.
• Consistently uses good judgment in the presence of museum visitors and other staff
• Bilingual a plus
• Ability to kneel, walk and/or stand for prolonged periods of time; ability to lift and maneuver up to 10 – 50 pounds; operate and load/unload museum resources.
• Experience participating in theatrical performances and being in costumes and/or character.