Visitor Services Coordinator (IS-1001-07)Application Deadline: 25 January 2025Department: National Air and Space MuseumEmployment Type: Full TimeLocation: Washington, DCReporting To: Visitor Services SupervisorCompensation: $57,164 - $64,788 / yearDescriptionOPEN DATE: January 11, 2025 CLOSING DATE: January 25, 2025 (This job will close once 100 applications are received which may be sooner than the closing date.) POSITION TYPE: Trust FundAPPOINTMENT TYPE: IndefiniteSCHEDULE: Full TimeDUTY LOCATION: Washington, DC Position sensitivity and risk: Non-sensitive (NS)/Low RiskOpen to all Qualified ApplicantsWhat are Trust Fund Positions?Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the Smithsonian endowment, revenue from our business activities, donations, grants and contracts. Trust employees are not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust positions are generally the same as for federal positions and in many cases trust and federal employees work side by side. Trust employees have their own benefit program, which may include Health, Dental & Vision Insurance, Life Insurance, Transit/Commuter Benefits, Accidental Death and Dismemberment Insurance, Annual and Sick Leave, Family Friendly Leave, 403b Retirement Plan, Discounts for Smithsonian Memberships, Museum Stores and Restaurants, Credit Union, Smithsonian Early Enrichment Center (Child Care), Flexible Spending Account (Health & Dependent Care). Conditions of Employment
- Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.
- Complete a Probationary Period.
- Maintain a Bank Account for Direct Deposit/Electronic Transfer.
- The position is open to all candidates eligible to work in the United States. Proof of eligibility to work in U.S. is not required to apply.
- Applicants must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement.
OVERVIEWThe Smithsonian Institution, National Air and Space Museum seeks one coordinator for the Visitor Services volunteer program. The Visitor Services Coordinator works with the Visitor Services team to manage volunteers, to communicate with the public, and to support daily operations and activities at the Museum. Visitor Services Coordinators work at both National Air and Space Museum in Washington, DC and the Steven F. Udvar-Hazy Center in Chantilly, Virginia. This position is located in the Visitor Services Division of the National Air and Space Museum (NASM), Smithsonian Institution (SI). The purpose of the position is to maintain a successful Visitor Services program. The incumbent serves as Visitor Services Coordinator, specializing in museum-wide tours and reservations. They are responsible for day-to-day management of Visitor Services programs, including health and safety, customer service, volunteer management, volunteer scheduling, tour and program scheduling, communication with the public, and collaboration with all NASM offices in addition to many SI offices. The incumbent will uphold the Smithsonian, National Air and Space Museum's philosophy, vision and core standards for visitor service, ensuring that the visitors' first and last impression of their experience at the Museum is positive.DUTIES AND RESPONSIBILITIESThe Visitor Services Coordinator has the following major responsibilities:
- Plan, manage, and implement all elements of Visitor Services operations.
- Provide customer service for Museum visitors, staff, and volunteers.
- Manage the Tours and Reservations Office, including scheduling process and implementation.
- Lead scheduling of guided tours and educational programs.
- Schedule and maintain all statistical data for reserved guided tours and educational programs.
- Establish essential relationships and coordinate across the museum and greater Smithsonian to provide tours and reserved experiences to meet visitor and museum needs.
- Support visitor services volunteer programs.
- Provide direction and logistical management to a diverse group of people, establishing, implementing, and maintaining policies and procedures that ensure the smooth operation of the Visitor Services volunteer program.
- Maintain records of all volunteer activity and provide administrative support to all NASM volunteers.
- Oversee timed-entry operations, providing customer service for the public and support for contract staff team members, at NASM's Washington, DC location.
QUALIFICATION REQUIREMENTSTo qualify for this position, applicants must:(1) possess a bachelor's degree (B.A.) from an accredited four-year college or university that included or was supplemented by at least 24 semester hours in a field related to the work of the position; or (2) possess a combination of education (at least 24 semester hours in a field related to the work of the position) and experience which must have demonstrated (i) a thorough knowledge of the principles underlying the work of this position, and (ii) understanding, both theoretical and practical, of the methods and techniques applied in performing work in this position; or(3) possess three years of specialized experience, which include volunteer management and training in an informal education setting. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (grade 5 or above).Required Specialized Experience:
- Skill in providing services and assistance to visitors of a museum, education center, cultural or historical site, recreation site, or similar facility which receives large numbers of public visitors.
- Knowledge and ability to manage and maintain large scale museum programming.
- Knowledge of the logistical, legal and ethical issues associated with managing volunteers.
- Ability to communicate verbally, and in writing, in a manner that is clear and easily understood by audiences of all ages, including an ability to meet and communicate with individuals from museums, cultural organizations and businesses. Oral and written skills are leveraged to provide direction to volunteer staff via e-mail, briefings, presentations, and other methods as assigned.
- Knowledge of NASM's programs and policies, sufficient to develop programs and visitor services that support initiatives of the Museum.
- Knowledge of program goals, priorities, and commitments in the area of public service, sufficient to operate a volunteer program with maximum efficiency and effectiveness.
- Problem solving skills exercising patience and tact, showing empathy but firmness in order to maintain Museum and Institution standards.
- Knowledge and discretion in seeking the involvement of the professional staff of the Museum and in making use of the various Museums or Institutional facilities.
- Working knowledge and skill of information technology in order to use computer applications to prepare communications, presentation materials, and reports.
- Ability to de-escalate conflict with visitors regarding timed-entry requirements at the Museum's Washington, DC location.
Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.The Smithsonian Institution values and seeks a diverse workforce. Join us in Inspiring Generations through Knowledge and Discovery. Resumes should include a description of your paid and non-paid work experience that is related to this job; starting and ending dates of job (month and year); and average number of hours worked per week. What To Expect Next: Once the vacancy announcement closes, a review of your resume will be compared against the qualification and experience requirements related to this job. After review of applicant resumes is complete, qualified candidates will be referred to the hiring manager.Relocation expenses are not paid.Commitment to Diversity, Equity, and InclusionThe Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact ...@si.edu. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. To learn more, please review the Smithsonian's Accommodation Procedures.The Smithsonian Institution is an Equal Opportunity Employer. We believe that a workforce comprising a variety of educational, cultural, and experiential backgrounds support and enhance our daily work life and contribute to the richness of our exhibitions and programs. See Smithsonian EEO program information: