VISITOR EXPERIENCE LEAD

The mission of the Children’s Museum Houston is to transform communities through innovative, child-centered learning that improves the trajectories of all children in Greater Houston.

For more than four decades, Children's Museum Houston has supported student achievement, empowered parents, and ignited a life-long love of learning. We are consistently rated as one of the top children's museums in the nation. Our programming serves more than 900,000 participants annually at the Museum, at the Fort Bend Children's Discovery Center, and at the 270 outreach locations across Greater Houston. We welcome families with offerings that include 13 exhibits, a performing arts series, a full slate of cultural programming, science activities led by degreed educators, and weekly Free Family Nights. 

Job Summary: 

Visitor Experience Leads are exemplary staff members who show exceptional dedication, consistently going above and beyond what’s expected. They facilitate family learning engagement in the Museum’s exhibits and through related gallery programs such as training new Discovery Guides, assisting with the Welcome Center, school field experiences, birthday parties, STEM demonstrations and themed workshops. The Visitor Experience Lead position is responsible for fulfilling an array of job functions in a friendly, positive manner. The Visitor Experience Lead position is expected to maintain a high level of courtesy and professionalism with both visitors and fellow team members. The ideal candidate is a team player who is service-oriented, has a strong attention to detail, exceptional interpersonal skills, and takes pride in providing a memorable and safe visit for every guest. The position offers an opportunity to work alongside a group of professional, hard-working dedicated people who are all empowered to do whatever it takes to deliver an extraordinary visitor experience

Job Duties and Responsibilities: 

• Facilitate visitors' learning by describing, modeling, and prompting engagement with the Museum’s exhibits
• Serve as a leader for the Discovery Guide team and demonstrate a well-rounded understanding of FBCDC mission
• Help lead Field Experience’s, Birthday Parties and Volunteers alongside the Visitor Experience Manager
• Assist the Visitor Experience Team with daily tasks
• Coach Discovery Guides in interacting with visitors and program facilitation
• Fill in for Visitor Experience Manager as needed; is on call for museum operations emergency
• Helps supervise Welcome Center responsibilities including: training, opening and closing out the registers, daily reports, membership purchases, refunds, etc.
• Help lead the training of new Discovery Guides
• Serve as first responder in emergencies as they arise and call in support as needed, including following the Museum’s protocol for lost children, performing minor first aid and the associated documentation, administering adult/child CPR and the AED defibrillator as needed.
• Enforce FBCDC protocols when necessary, and exercise the judgement required to call in management assistance when needed.
• Provide excellent customer service at all times and use the judgement needed to diffuse issues with disgruntled visitors or arguments between visitors.
• Throughout each day, re-stock supplies when necessary, reboot exhibits that are not functioning properly, and call-in assistance as needed.
• Prepare exhibits, as assigned, for opening the Museum to visitors and also reset them in the evenings for the next day.
• Demonstrate flexibility by working special events and rentals outside of normal work hours.
• Wear costumes, uniforms, and other special attire when necessary.
• Occasionally, work at CMH location

Skills and Qualifications:

• Knowledge of child development (i.e., what is appropriate in terms of education and activities for children of various ages)
• Knowledge of POS systems and handling money
• Knowledge of the various exhibits as well as the activities within each exhibit
• Knowledge of CMH & FBCDC rules and policies
• Strong communication skills (communicate with both adults and children in manner appropriate for their age)
• Management skills (able to monitor large groups and keep order)
• Dedication and responsibility
• Strong initiative
• Positive and energetic attitude
• Patience, dedication, and reliability
• Ability to work independently to accomplish the Museum’s goals with limited supervision

Education:

• High school diploma
• Associates or BA preferred but not required

Experience: 

• Work history with children, two years minimum
• Customer service skills demonstrated consistently 
  1. Models of engagement with visitors
• POS system knowledge
• Bilingual preferred
• Exceptional team work across the organization

Physical Requirements:

The Visitor Experience Lead position must be comfortable working in an environment that is at times noisy and crowded. The Visitor Experience Lead position is required during all hours that the Museum is open to the public, which includes school holidays. Weekend work is required.

The Visitor Experience Lead position is required to be on their feet for most of their shift.  Additionally, The Visitor Experience Lead position may occasionally be asked to lift or move objects of moderate weight. 

We believe in creating an environment of diversity, equity, and inclusion, without bias. We know we are better when we are developed, engaged, and able to bring our whole authentic selves to work.  Our people are trusted experts. We invest in the health and well-being of our workforce, train, and reward talent, and develop leaders at all levels to bring out the best in each other. 

 We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristics protected by law.