Visitor Services Lead in Washington, District of Columbia at Ruchman and Associates, Inc.

Agency/Division/Status/Location

NMAAHC - National Museum of African American History and Culture

Full Time Contract Position; Washington, D.C.

Reports to

Senior Visitor Services Lead & Project Manager

Summary/Objective
Responsible for providing daily oversight and scheduling of team members to support greeting, wayfinding, queuing, crowd management, timed entry, ticketing and visitor feedback and documentation per the SOW. Providing special tours, training of team members, and handling requests from the Senior Visitor Lead.

Essential Functions
• Must successfully complete VSA and Lead training within the probationary period.
• Shall participate in required training to learn about the museum’s new exhibitions and object rotations; remain abreast of best practices in customer service, exceptional visitor experience, conflict resolution, de-escalation protocols, safety, and emergency procedures.
• Must understand the Smithsonian’s requirements and protocols for ensuring accessibility and accommodations.
• Be available to cover any VSA post, as needed.
• Complete opening and closing procedures.
• Follow all lead roles and responsibilities for each post location, as outlined in the lead guide.
• Plan and implement delayed opening Monday activities, when applicable.
• Ensure all staff are taking scheduled lunches and breaks and monitor accurate time keeping. Leads take lunches before or after VSA’s to ensure floor coverage.
• Respond to phone calls, radio calls, group-me messages, and emails in a professional and timely manner.
• Assist with training new team members on the contract. Ensuring to perform check-ins with VSAs to make sure they don’t have questions or need assistance.
• Engage and motivate team members. Be visible and available on the floor to your team.
• Shall assist in the care and maintenance of equipment and supplies for the visitor services program.
• Assist with providing team with necessary safety and administrative information and direction.
• Effective and professional communication and collaboration with senior leadership and other leads.
• Take part in daily briefs and debriefs with staff members and leads. Attend meetings as requested.
• Assist in facilitating tours, greetings and events as requested by leadership for the benefit
of the visitor experience.
• Complete and review daily reports and provide necessary information, as requested.
• Maintain compliance with all applicable safety practices, environmental regulations, and establishment policies and procedures.
• Maintain a positive and respectful attitude.
• Performs other related duties as assigned.

Uniform Requirements
All Employees are required to provide their own business casual/executive uniform that consist of the details listed in the handbook.

Schedule
Leads must arrive on-site no later than 8:30am with departure at 5:00pm.
When leads are assigned to close welcome desk/museum, leads may arrive no later than 9:00am with a departure at 5:30pm.
Work schedule as assigned. Hours are designated by the Federal Agency and will be given to each employee, and modifications are not allowed unless approved by Ruchman

Senior Lead or Program Manager and Agency
Schedule is subject to change and is assigned according to the government's needs on the contract. This position requires having some schedule flexibility as we want to ensure floor coverage with a contractor lead each day.

Work Environment
• 1400 Constitution Ave. NW, Washington, DC
• Onsite. Public Indoor Environment in Governmental Building Physical Demands
• Prolonged periods standing and walking.
• Physically able to speak for long periods of time while walking without becoming winded.
• Must be able to lift up to 15 pounds at times.
• Position is Public Facing and Remote work is not allowed.

Travel Required
No travel required.

Required Education & Experience

Bachelor's degree or four (4) years of education above high school in any field of study from an accredited college or university, preferred. Work experience can be substituted for degree. Minimum of three years of public-facing, customer service experience at a museum, cultural institution, or attraction Knowledge and experience in understanding the visitor journey in a large museum,

cultural institution, or attraction. • Public speaking experience and general understanding of African American history

preferred but not required. • Leadership experience preferred. • Individuals must be articulate, dependable, have strong interpersonal skills and work well under pressure. Position requires computer skills to research, communicate amongst leadership, and provide information.

Work Authorization/Security Clearance Requirements

Must receive a Clear Background Investigation conducted by Smithsonian.

Affirmative Action/EEO Statement

Ruchman & Associates, LLC, is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Ruchman & Associates, Inc. participates in the E-Verify program to confirm the employment eligibility of all persons hired. This means that we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Ruchman & Associates, Inc. will not use E-Verify to pre-screen job applicants.

Ruchman & Associates, Inc. is an at will employer. This means employment is for an indefinite period of time and is subject to termination by you or Ruchman & Associates, Inc., with or without notice, and at any time. Nothing in this job description or any policy of Ruchman & Associates, Inc. shall be interpreted to be in conflict with or to eliminate or modify in any way, the at will employment status of Ruchman & Associates, Inc. employees.