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Visitor Services Host positions become available during four different hiring cycles each year. Resumes are accepted year-round for the next hiring cycle, but interviews will usually occur in February, May, August and November.
- Include job title in the email subject field,
- Please state the location where job posting was seen,
- To be considered for the current hiring cycle, send cover letter and resume by 03/08/2013 to vsjobs@911memorial.org, and
- Please visit our web site at www.911Memorial.org.
POSITION OVERVIEW
The Visitor Services ("VS") Hosts (the "Hosts") will carry out the daily on-site operations of the 9/11 Memorial, providing a safe, informative, meaningful and quality visitor experience. The Hosts will implement the protocols for access to and from the Memorial and insure that visitors are provided with accurate and helpful information that positively enhances their time at the 9/11 Memorial. During their on duty shifts, Hosts report directly to the VS Supervisory team; and for employment management, Hosts report to the VS Manager.
ESSENTIAL FUNCTIONS
The Visitor Services ("VS") Hosts (the "Hosts") will carry out the daily on-site operations of the 9/11 Memorial, providing a safe, informative, meaningful and quality visitor experience. The Hosts will implement the protocols for access to and from the Memorial and insure that visitors are provided with accurate and helpful information that positively enhances their time at the 9/11 Memorial. During their on duty shifts, Hosts report directly to the VS Supervisory team; and for employment management, Hosts report to the VS Manager.
ESSENTIAL FUNCTIONS
- Execute all VS operational protocols in order to guarantee a safe and memorable experience for visitors to the 9/11 Memorial,
- Scan and verify visitor passes, allowing entry to the 9/11 Memorial,
- Manage efficient operations at the 9/11 Memorial Entry site, directing visitors into queues to enable access to the Memorial,
- Provide accurate information about the acquisition and usage of visitor passes,
- Manage crowd control procedures inside and outside the Entry site,
- Manage pedestrian flow by directing visitors to and along the proper access and egress routes to/from the Memorial,
- Accurately answer visitor questions, concerns and complaints promptly and efficiently utilizing information provided by the 9/11 Memorial during training,
- Report any visitor concerns to supervisors quickly and efficiently and help provide solutions,
- Assist visitors in finding victims names' on the Memorial when requested by utilizing the Memorial name-finding kiosks or smartphone applications,
- Maintain a safe and unobstructed environment on the Memorial and around the Memorial pools,
- Provide Memorial visitors with accurate background information about 9/11, the Memorial and the World Trade Center, as provided by the 9/11 Memorial during training,
- Assist in occasional surveys of Memorial visitors to acquire demographic and other beneficial information,
- Adhere to all Memorial & Museum policies, procedures, systems and standards, including excellent customer service standards,
- Implement operational protocols for individual, group and special interest visitor access onto and off of the Memorial,
- Assist the 9/11 Memorial Security Staff as needed,
- Provide reliable information regarding daily operational events to supervisors for reporting purposes, with particular attention paid to operations at 9/11 Family Reception, with group arrivals, overall problem-solving and improving overall operational efficiency, and
- Perform other duties as assigned.
- Must adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, security and life safety incidents, and labor relations,
- Work-slots may adjust seasonally due to changes in the overall hours of operation,
- Wear a uniform which will be provided by the 9/11 Memorial,
- Work at least one weekend day per week, and
- May be asked to work on holidays.
- Previous visitor services (at a similar cultural institution), front-of-house theater/arts/performing arts and/or retail/restaurant customer service experience, required,
- Excellent organizational and communication skills,
- Extremely personable and polite, comfortable and friendly interacting with the public,
- Ability to recognize the importance of responsibility, authority and accountability,
- A willingness to work non-traditional hours, think independently, take initiative, and meet deadlines,
- Excellent attention to detail, exceedingly well-organized, conflict resolution ability,
- Ability to interact well with a wide range of people and personalities of all levels within and outside the 9/11 Memorial, and
- Multi-lingual applicants with fluency in any languages other than English – especially French, Italian, Japanese, German and Mandarin – are encouraged to apply.
- This is a part-time position paid an hourly rate.
- All new hires begin as temporary employees with initial terms-of-hire running approximately 10-13 workweeks in length. The current hiring cycle will include a term-of-hire beginning on or after April 1, 2013 and ending on June 14, 2013.
- At the end of initial term-of-hire, employees will have an opportunity for renewal for a succeeding 13-week term-of-hire. This renewal process will occur every 13 weeks.
- Most positions have the opportunity to work at least 28 hours-per-week during "peak season" (March through October) and 20 hours-per-week during "off-peak season" (October through March).
- The work environment is primarily at an outdoor facility which is surrounded by active construction sites which are often noisy and dirty.
- This position will require a significant amount of mobility covering a six-acre site as well as additional connected locations, and it will not possess a permanent desk or seated location.
- The Memorial and the Entry are outdoor sites open 365 days per year under virtually all weather conditions.
