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Visitor Experience Representative

Visitor Experience Representative

The Visitor Experience Representative serves as the public face of the USS Constitution Museum and is essential to fulfilling the Museum’s goal of creating a positive, memorable experience where visitors can learn and connect to history. This position provides outstanding customer service at the admission desk and helps facilitate an engaged visitor experience within the museum galleries.

Responsibilities & Standards of Conduct:

Admission Desk

Act as a resource for visitors by welcoming and orienting them to the Museum’s offerings and other attractions in and around the Charlestown Navy Yard. Clearly communicate the admission by donation policy and accurately process financial transactions. Track daily visitation statistics and complete associated paperwork. Promptly and courteously answer incoming calls on the multi-line telephone system. Provide immediate and appropriate responses to safety and security concerns.

Museum Galleries

Assist with opening and closing the museum exhibit spaces each day and maintain exhibit spaces by resetting and restocking materials as needed. Communicate basic information about USS Constitution’s history and engage with children, families, and adults in a way that respects their individual needs, motivations, and abilities. Inform visitors of safety guidelines and, when possible, provide reasonable alternatives.

Qualifications and Skills:
Ideal candidates possess exceptional customer service skills, an interest in history, a mature and outgoing personality, and an enjoyment for interacting with members of the public. They are detail-oriented; display a positive attitude with visitors and staff members; and are willing to work as part of a team. Previous employment or volunteer experience in a museum or customer service position is preferred. Availablility to consistently work assigned schedule is required.

Schedule:
Friday and Saturday, 9:30-5:30

Salary:
$16 per hour

Perks:
Free parking in the Charlestown Navy Yard. Pre-tax transportation benefit for qualified commuting costs. Holiday pay (time and one-half) when working an official holiday. Sick time accrual. Complimentary admission to 25+ New England museums & cultural organizations. Museum store discount.

COVID-19 Vaccination Requirement:
Staff, interns, and volunteers will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.

How To Apply:
Interested individuals should email cover letter and resume to Melissa Drake, Assistant Manager of Interpretation & Visitor Services, at mdrake@usscm.org. Only those selected for an interview will be contacted. EOE.

Manager of Interpretation & Visitor Services

The Manager of Interpretation & Visitor Services develops, implements, and evaluates the interpretive programs and visitor services offered by the USS Constitution Museum to nearly 350,000 visitors annually. They lead a team of staff members, interns, and volunteers within the Museum Learning Department to provide the highest level of customer service and to facilitate hands-on, minds-on interpretive programs. They creatively develop interpretive programs based on key themes in USS Constitution’s history for audiences of all ages, backgrounds, learning styles and abilities. They are an integral part of the department’s collaborative management team and actively participates on Museum-wide committees and projects. They are also responsible for a number of administrative tasks including coordinating staffing schedules, maintaining visitation statistics, and budgeting.

Responsibilities & Standards of Conduct:

Staff Supervision

  • Proactively manage a team of full and part time staff members to ensure that the department is fulfilling the Museum’s mission of creating a positive and memorable experience for visitors.
  • Oversee volunteer opportunities within the Museum Learning department.

Interpretation

  • Lead the staff in facilitating personalized, engaging, and accurate interpretation by training, observing, providing timely feedback, and serving as a resource to employees.
  • Develop, deliver, promote, and evaluate gallery program and roving interpretation using current theories and best practices in museum learning.
  • Collaborate with all departments to ensure that Museum programs and special events run smoothly for participants as well as daily museum visitors.
  • Works with the Education Manager to ensure that each group visiting the Museum is warmly welcomed and leaves with a positive impression of the Museum.
  • Participate and lead interpretation training for the active-duty crew of USS Constitution.
  • Represent and promote the Museum in off-site and after-hours programs in an effort to share “Old Ironsides” stories with as many people as possible.
  • Independently facilitate a range of programs and gallery interactions that engages children, families, and adults in the history of USS
  • Continually maintain and develop deeper knowledge of USS Constitution’s history to share with visitors and staff.

Visitor Services & Safety

  • Lead the staff in providing excellent customer service as the Museum seeks to be known as “the friendliest site on the Freedom Trail.”
  • Develop and evaluate policies and materials to ensure that they are visitor-centric and create a welcoming environment for all visitors.
  • Maintain the flow of information to and from the front desk by working closely with Museum staff, the National Park Service, the United States Navy, and other partners.
  • Effectively and calmly manage high volumes of visitor traffic and large crowds while providing personal attention to as many individuals as possible.
  • Oversee the accurate processing of financial transactions (making change, accepting donations, selling memberships, etc.) by modeling and training staff to appropriately handling cash, check, and credit/debit cards.
  • Assist in monitoring promotional publications to ensure that accurate and timely information is published about visiting the Museum.
  • Address visitor complaints or dissatisfaction in a calm, professional manner using listening, problem-solving and communication skills.
  • Respond to visitor and gallery safety and security concerns and provide an immediate and appropriate response to alarms, emergencies, and evacuations.
  • Properly open and close the exhibits and Museum.

Department Responsibilities

  • Track and compile statistical data concerning visitation and report findings to external organizations on a monthly basis.
  • Update the Museum’s website and phone system to reflect current offerings and up-to-date information on visiting the Museum and Ship that are relevant and useful to visitors.
  • Co-lead with the Vice President of Visitor Experience in the development and monitoring of the department budget by estimating program expenses, managing projects to deliver them on time and on budget, and motivating staff to reach or exceed revenue goals.
  • Maintain a positive relationship with Museum partners including the National Park Service, United States Navy, and USS Constitution Model Shipwright Guild.
  • Assist with visitor evaluations as the Museum continually seeks to improve the quality of the Museum experience.
  • Other duties as assigned.

Qualifications and Skills:

  • Bachelor’s degree and 5+ years of experience in museums, education, or customer service required. Master’s degree and prior museum experience preferred.
  • 2+ years of personnel management experience at a supervisory or assistant supervisory level required.
  • Collegial, team-oriented leadership style with the ability to lead by example, and motivate colleagues towards long-term and daily goals
  • Ability to appropriately mentor staff members, interns, and volunteers of different ages and backgrounds
  • Commitment to the Museum’s vision, mission, and strategy to share USS Constitution’s history in a hands-on, minds-on environment
  • Demonstrated creative abilities with prior experience developing, implementing, and evaluating educational and/or interpretive programs
  • Prior customer service experience in a front-line position
  • Positive demeanor with the ability to calmly and professionally handle all customer service situations
  • Ability to demonstrate flexibility and quick-thinking in an audience focused environment
  • Strong organizational and administrative skills
  • Clear written and verbal communication skills
  • Knowledge of Microsoft Office and FileMaker Pro

Schedule:
The Manager of Interpretation & Visitor Services works a 40 hr/wk Sunday-Thursday schedule. Must be able to work holidays, weekends, and the occasional morning or evening event.

Salary:
$60,000 – $65,000 a year

COVID-19 Vaccination Requirement:
Staff, interns, and volunteers will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.

 

Marketing & Communications Manager

The USS Constitution Museum seeks an experienced Marketing & Communications Manager to elevate visibility, drive attendance, and expand audience loyalty. The USS Constitution Museum is a dynamic museum celebrating over 45 years of award-winning hands-on exhibits and programs. Located next to the legendary USS Constitution, the Museum typically engages over 350,000 visitors annually. The Museum is looking for an innovative marketing and communications professional who can strategize and lead the Museum’s traditional and digital media strategies at a pivotal moment of tremendous growth for the Museum.

Responsibilities & Standards of Conduct:

Reporting to the Senior Vice President & Chief Experience Officer, the Manager will:

  • Create and implement a comprehensive and measurable digital, social, and traditional media marketing strategy that promotes the Museum’s audience, visibility, and financial goals
  • Lead staff from multiple departments in the identification, creation, publication, and governance of compelling content based on target audience and appropriate channel for each effort. Create communications pieces such as newsletter, press releases, media advisories, annual report, etc.
  • Lead all media efforts. Generate media coverage online and in print and broadcast to raise the USS Constitution Museum’s institutional profile. Build awareness of special exhibitions, programs and collections through local, national and international outlets.
  • Lead website and social media initiatives, and manage media calendars to online and traditional media outlets to ensure consistent publicity for the Museum’s exhibitions and programs
  • Work collaboratively with the tourism industry and with our partners in the Charlestown Navy Yard to expand the Museum’s reach and encourage visitation
  • Create, track, and report on metrics and analytics, establishing baselines and tracking effectiveness for all communications efforts
  • Develop productive strategic partnerships
  • Drive business to the Museum’s retail entities on-site and online
  • Perform other related tasks as assigned

The ideal candidate will possess:

  • Experience working in a collaborative environment
  • Excellent project management skills
  • Background in both marketing and communications

Qualifications and Skills:

  • BA or BS in marketing, communications, or other related discipline
  • At least five years of relevant work experience
  • Experience developing marketing and/or communications materials and strategies, both traditional and digital
  • Excellent written and verbal skills
  • Stellar interpersonal and relationship building skills
  • Strong knowledge of Google apps, Microsoft office tools, and social media channels
  • Experience within the tourism industry preferred
  • Graphic design skills a plus
  • Some evening and weekend work required

Salary:

$65,000 a year

COVID-19 Vaccination Requirement:

Museum staff are required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.

How to Apply:

Interested applicants should email a cover letter, resume, and writing sample (no more than two pages) to Namita Raina, Marketing & Communications Consultant, nraina@usscm.org. The deadline for applications is December 10, 2021. No phone calls, please.

Marketing & Communications Coordinator (Part-Time)

The USS Constitution Museum seeks a part-time Marketing & Communications Coordinator to help elevate visibility, drive attendance, and expand audience loyalty. The USS Constitution Museum is a dynamic museum celebrating over 45 years of award-winning hands-on exhibits and programs. Located next to the legendary USS Constitution, the Museum typically engages over 350,000 visitors annually. The Museum is looking for a Coordinator who can support traditional and digital media strategies at a pivotal moment of tremendous growth for the Museum.

Responsibilities & Standards of Conduct:

Reporting to the Marketing & Communications Manager, the Coordinator will:

  • Create and edit promotional materials for various channels including print, social media, web, mail, email, video, and radio
  • Research, develop, and maintain databases for all targeted audiences
  • Assist in promoting retail operations (on-site and online)
  • Perform other related tasks as assigned

The ideal candidate will possess:

  • Experience working in a collaborative environment
  • Excellent project management skills

Qualifications and Skills:

  • BA or BS in marketing, communications, or other related discipline
  • At least one year of relevant work experience
  • Excellent written and verbal skills
  • Stellar interpersonal and relationship building skills
  • Strong knowledge of Google apps, Microsoft office tools, and social media channels
  • Graphic design skills a plus
  • Some evening and weekend work required

Salary:

$20 an hour; 19 hours a week

COVID-19 Vaccination Requirement:

Museum staff are required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.

How to Apply:

Interested applicants should email a cover letter, resume, and writing sample (no more than two pages) to Namita Raina, Marketing & Communications Consultant, nraina@usscm.org. The deadline for applications is November 19, 2021. No phone calls, please.

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