Full-Time Visitor Experience Host

National Constitution Center: Our Vision

The National Constitution Center envisions a more perfect union where “We the People” know our Constitution, celebrate our freedoms, embrace our role as citizens and inspire the world.

National Constitution Center: Our Mission

Illuminate Constitutional ideals and inspire acts of citizenship.

Position Summary

The Visitor Experience Host plays a significant role in providing a memorable experience for all people who visit the Center. Superior customer service, which is second-to-none in Philadelphia, is provided to every visitor, every day, with every interaction. Host will receive dynamic, ongoing training to ensure that that the Center accomplishes its customer service goals.

Responsibilities & Duties

Provide excellent customer service to all visitors, both in person and on the phone
Act as a lead on the museum floor, handling routine staff and visitor issues
Assist in building evacuations in the event of an emergency
Provide support for special events and civic holidays
Compete opening and closing procedures as well as daily museum floor checks
Manage the Bus lot, greeting all groups and busses when they arrive as well as flow of traffic and parking
Assist groups with the check in process and provide them with an orientation briefing upon arrival
Manage the school lunch room flow, reservations and support for Brulee for boxed lunches
Act as a trainer for new hosts on the floor as being the staff member whom the new employee would shadow
Handle daily visitor issues that include, but are not limited to, lost and found, lost children, and first aid
Aid in building cleanliness and organization of the VX department spaces
Perform other duties as required

Qualifications

 3-5 years prior customer service experience required
Must be outgoing, friendly, and comfortable working with a diverse group of people
Ability to work weekends, evening hours, or holidays required

Physical Demands

•      Standing and walking may be required on a frequent basis for an extended period of time

Must be able to work outside, in the elements

•      Some moderate lifting, fifty (50) pounds or less, may be required on a frequent basis; must be        able to push/pull heavy wheeled carts

Core Competencies

•      Interpersonal Relations – Establishes rapport with others at all organizational levels; shows respect for others; considers and responds to the needs, feelings, and capabilities of others; establishes and maintains an open dialogue with others; works with others in a healthy and productive way

•      Customer Service/Teamwork – Is dedicated to internal and external customer service; committed to the Center’s customer service standards, regardless of position; is able to work independently or as part of a dynamic team

•      Communication – Oral and written communication expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying

•      Self-Management – Assesses own skills and abilities and identifies areas for improvement; willingly accepts constructive feedback; can work independently, or as part of a dynamic team; is able to produce under tight deadlines; can successfully handle multiple projects; possesses excellent organizational skills

•      Personal Integrity and Professional Conduct – Demonstrates dependability, honesty, integrity, trustworthiness, and credibility; models appropriate professional behavior; accepts responsibilities for own actions; maintains confidentiality; upholds ethical standards

•      Adaptability – Adjusts, modifies own behavior, remains flexible in response to changing situations and environments, new or rapidly changing information, and unexpected obstacles; maintains high performance, emotional composure, objectivity, and balanced perspective under pressure and shifting priorities

•      Organizational Awareness - Uses the organization’s formal and informal social, political, and technical structures to build relationships, negotiate solutions and accomplish goals. Stays open-minded, embracing key elements of diverse perspectives, adapting strategies as needs, expectations or the organizational climate evolve. Gets positive results for clients and/or visitors and other stakeholders, based on accurate assessments of what is realistic and whose support is essential.