Boston, MA 02125
Date Posted: September 18, 2018
Region: Eastern Massachusetts
The Visitor Experience Coordinator (VEC) is responsible for overseeing the day-to-day functioning of the visitor experience and exhibit interpretation program at the Edward M. Kennedy Institute. Reporting to the Volunteer and Intern Program Manager, the VEC oversees the onsite logistical flow for visitor and group learning experiences, and maintains IT resources related to the visitor experience. The VEC assists in the placement, training, scheduling, and evaluation of visitor experience providers, including volunteers and interns, ensuring that they are well prepared to deliver a quality interpretation experience for visitors. The Coordinator works collaboratively with the Education and Visitor Experience Department to assist in creating, testing and training volunteers on new interpretative content. The Coordinator supports best practices in informal education interpretation for both individual visitors, school, and scheduled groups.
Primary Duties and Responsibilities:
Oversee the day to day functioning of Visitor Experience and Exhibit Interpretation work for volunteers and interns;
Assists in the refinement, distribution and oversight of educational materials used for training and interpretation;
Assigns volunteers and interns positions on the floor and manages visitor and tour group logistical flow;
Oversees visitor experience staff scheduled in front-of-house guest services positions and provides positive example of hospitality for all guests;
Participates actively in the training of volunteers and interns and directly supervises volunteer and interns on assigned shifts;
Manages assigned administrative tasks related to volunteer and intern service;
Assists the Volunteer and Intern Program Manager in the development and implementation of orientation, training, and professional development/enrichment programs for volunteers and interns, and collaborates in supporting intern-driven research projects;
Supports VIP Manager in developing tools to evaluate volunteer and intern performance;
Provides and promotes a culture of service excellence;
Provides exhibit interpretation for guests, leads VIP, school, and other group tours as assigned;
Ensures the IT resources needed for the guests are working effectively, resolving problems and working with the IT team to identify work-arounds if necessary;
Collaborates with EVE partners in introducing new interpretative materials for training educational interpreters, and supporting best practices in informal education interpretation for individuals and student group tours;
Assists in raising Institute staff awareness of the roles and functions of volunteers and interns;
Assists in conducting other educational programs and initiatives, including but not limited to theToday’s Vote,Great Senate Debate, andSenate Immersion Module experiences.
Performs other related duties as assigned, including but not limited to: additional Visitor Services admissions support, visitor evaluations, and the coverage of volunteer/intern functions as needed or requested;
Must be able to work weekends and occasional evenings;
The work week for this person will be Tuesday through Saturday (days off will be Sundays and Mondays); some evening work may be required.
Knowledge, Skills and Abilities Required:
Committment to creating a welcoming, engaging learning experience for visitors, staff, volunteers, and interns;
Experience working with students or adults in a hands-on learning environment or informal learning setting;
An interest in and basic working knowledge of American history, government, and civic engagement;
Enthusiasm for working in a creative, team-based, open office environment;
Possesses the personal qualities of integrity, credibility, hospitality and reliability;
Ability to take initiative and effectively problem-solve while working in a public setting;
Strong organizational skills and the ability to multi-task in both formal office and public environments;
Proven ability to respond to changing needs and priorities;
Demonstrated flexibility and efficiency while working under pressure
Excellent oral and written communication skills when working with fellow staff, volunteers, teachers, students, and members of the public;
Strong customer service orientation;
Ability to create and maintain good working relationships with a variety of diverse internal and external team members;
Working knowledge of Microsoft Office and Google Workplace applications;
Able to work independently with minimal supervision and/or direction;
Ability to pass a criminal background check required
Please email resume and cover letter to email@example.com, with the title "Visitor Experience Coordinator" in the subject line. Please, no phone calls. EMK does not retain external search firms. No solicitation calls will be entertained.
TheEdward M. Kennedy Institute is dedicated to educating the public about the important role of the Senate in our government, encouraging participatory democracy, invigorating civil discourse, and inspiring the next generation of citizens and leaders to engage in the civic life of their communities. Since opening in 2015, the Institute has hosted thousands of students and visitors from across the Commonwealth and the nation at itsexhibits, and has developed an engagingprogramming series with events both in Boston and Washington, DC. The Institute has garnered press coverage from local, national, and international outlets, ranging from POLITICO and C-Span, to the New York Times and Fast Company.
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¹ Americans for the Arts. (2017). “Arts & Economic Prosperity 5: The Economic Impact of Nonprofits and Cultural Organizations and Their Audiences in the State of Massachusetts.” Retrieved from www.AmericansForTheArts.org
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