Visitor Experience Representative

Job Description

Description

OPEN DATE: December 22, 2025

CLOSING DATE: January 16, 2026

POSITION TYPE: Trust Fund

APPOINTMENT TYPE: Intermittent/Temporary - NTE 6 months

SCHEDULE: Part-Time

DUTY LOCATION: Washington, DC

Position sensitivity and risk:

Non -Sensitive and Low Risk

Who may apply:

Open to all qualified applicants

What 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.

OVERVIEW

The Visitor Experience Representative supports the day-to-day visitor experience operations at the Smithsonian Institution (SI). The primary responsibility of this position is to deliver an exceptional visitor experience by providing outstanding customer service. The incumbent warmly greets and welcomes guests, offers accurate and helpful information, and assists with wayfinding and engagement opportunities to foster meaningful and enjoyable interactions. Additionally, supports the Smithsonian’s mission by encouraging visitor participation in philanthropic initiatives.

DUTIES AND RESPONSIBILITIES

Daily Operations and Customer Service Support

Greet and assist visitors, providing orientation and information about museum and galleries exhibits, programs, and amenities. Welcomes visitors at primary entrances and outdoor areas, explaining entry procedures and sharing safety and security information.

Provides information to visitors on museum rules, regulations, and safety protocols to promote a secure experience. Monitors visitor flow to uphold safety and accessibility standards, working collaboratively with team members to ensure the smooth and secure movement of guests throughout museum spaces.

Support guided tours, educational programs, and special events providing information on Smithsonian history and architecture. Refers complex visitor inquiries to appropriate staff and maintains up-to-date knowledge of exhibitions, programs, and events to ensure accurate and helpful communication.

Performs walk-throughs of exterior museum grounds and galleries to monitor visitor activity, assess environmental conditions, and identify safety or maintenance concerns. Provides directional assistance and responds to visitor inquiries while ensuring a safe and welcoming atmosphere. Reports observed issues such as facility damage, accessibility barriers, or operational disruptions, to appropriate staff for resolution.

Manages the daily setup, operation, and maintenance of outdoor mobile carts, ensuring timely transport to and from their designated museum locations. Assists with transporting carts to and from their assigned areas with supplies or equipment as needed.

Assists with the collection of surveys visitor feedback, to support service improvements and outreach efforts.

Guest Services Communication & Volunteer Engagement

Provides accurate and up-to-date information to visitors regarding museum floor plans, exhibitions, highlights tours, public programs, safety protocols, amenities such as restrooms and nursing stations, and institutional policies to support a seamless and informed visitor experience.

Supports onsite volunteers by providing guidance on with exhibitions, visitor experiences, and available resources such as interactives and brochures to enhance their engagement with museum guests.

Supports the operation and upkeep of digital interactives, signage, and other visitor-facing technologies by monitoring functionality, promptly identifying technical issues, and reporting maintenance needs to designated staff to ensure a seamless and engaging visitor experience.

Utilizes general office software applications, including word processing, spreadsheets, and databases, to support administrative functions, manage visitor-related data, and contribute to the smooth execution of daily operational tasks.

Monitors inventory levels of visitor services areas supplies and materials, notifying the supervisor about the inventory levels to ensure uninterrupted operations.

Consistently adheres to assigned work schedules while exhibiting adaptability and responsiveness to shifting operational priorities, ensuring reliable support across museum functions.

Museum Philanthropic Support

Supports the Smithsonian’s philanthropic initiatives and the impact of membership contributions on institutional programs and public engagement letting visitors know about the many ways they can contribute to the organization.

Assists guests with the purchase of new memberships and the renewal of existing accounts, providing clear information on benefits and helping foster long-term engagement with the museum.

Promotes visitor participation in philanthropic efforts by encouraging donations and support through touchless giving stations and digital payment platforms.

Performs other duties as assigned.

Other Significant Facts

This position may require working a non-standard time of duty, weekends and holidays.

QUALIFICATION REQUIREMENTS

Education (if positive education is required) and Experience: A bachelor's degree from an accredited college or university, or a combination of education and experience that meets the requirements (usually 4 years of education or equivalent work experience). If not using a degree, you may need at least 1 year of specialized experience equivalent to the SI/GS-4 level. This experience should relate directly to the work you'll be doing.

Experience required for this position is as follows:

Knowledge of established customer service principles and procedures to assess and enhance the quality of visitor experiences, including museum and galleries specific offerings, and institutional policies to effectively communicate with a variety of audiences.

Familiarity with basic office software (e.g., word processing, spreadsheets, databases) is necessary to support administrative tasks and maintain accurate visitor-related records.

Practical knowledge of guest service operations, accessibility programming, visitor traffic flow, and exhibit-based engagement strategies to ensure timely assistance and equitable service delivery across both indoor and outdoor public spaces.

Familiarity with basic inventory systems and distribution procedures to support the readiness and upkeep of visitor information stations.

Basic knowledge of data collection methods to support visitor surveys and contribute to the evaluation and enhancement of public engagement programs.

Basic knowledge of museum exhibit planning and coordination practices to effectively align visitor service operations with exhibitions, educational programs, and institutional events.

Ability to interpret and apply established policies and procedures related to customer service, public engagement, and interpersonal interaction to support the delivery of clear, consistent, and accessible information to both visitors and volunteers, ensuring they receive appropriate guidance, resources, and support throughout their museum experience.

Skill in oral and written communication techniques to provide timely, courteous, and informative responses across multiple channels, including face-to-face interactions, briefings, emails, and phone calls, supporting effective coordination with staff and volunteers, and promoting ongoing engagement in support of the museum’s public service mission.

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.

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.

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact []. 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. To review The Smithsonian's EEO program information, please click the following: