TITLE: Visitor Services Staff

DEPT: Visitor Engagement

REPORTS TO: Manager of Visitor Experience

FLSA STATUS: Non-Exempt

SUMMARY OF RESPONSIBILITIES:

Greet and assist HMG visitors with a focus on providing quality, memorable guest experiences that exceed

expectations. Provide meaningful and spontaneous educational opportunities and visitor engagement in the

museums and on the grounds that helps multi-generational family groups or adult groups explore and learn

together. Adhere to HMG policies and procedures while facilitating a safe, positive, and engaging experience

for museum visitors during regular visitation, programming, public and private events.

POSITION REQUIREMENTS:

1. The position of Visitor Services Staff is a seasonal position; your availability during this time is

expected unless otherwise authorized by the Manager of Visitor Experience. You must be able to attend

all training sessions (both prior to opening and throughout the season) unless otherwise authorized by

the Manager of Visitor Experience.

2. Must work a minimum 6 hours for special events throughout the season, including events taking place in

the evening.

3. Must be able to lift 30 pounds and be on your feet for extended periods of time, often the majority of

your scheduled shift.

4. Must have exceptional customer service skills, excellent communication and dynamic interpersonal

skills.

5. Must be comfortable and enjoy contact with the public, including children and families.

6. Must have basic skills with technology when working in exhibits containing interactive pieces,

television screens, videos, etc.

7. Must be able to exercise sound judgment and be able to take initiative quickly to resolve security or

safety issues while remaining calm and clear-headed.

8. Under the Visitor Services Staff position, you will be working in locations on the HMG grounds that call

for specific requirements and expertise:

a. American Art & Carousel Gallery: To work at the Carousel, you must be at least 18 years of age

and attend the in-house certification training to operate a carousel.

b. Transportation: HMG has multi-passenger golf carts to transport visitors through the grounds.

You must have a current driver’s license, attend and pass the in-house golf cart operation

session, and have a willingness to work outdoors in uncomfortable weather or conditions.

c. Hidden Hollow: Requires willingness to work with children and work outdoors in uncomfortable

weather or conditions.

SPECIFIC RESPONSIBILITIES:

1. Greet museum visitors and assist them with accessing museum resources.

2. Provide engaging, interactive interpretation during visitor interactions. Effectively share accurate

information on the museum’s mission, history, collections, and exhibits. Understand HMG’s unique

appeal to various visitor groups.

3. Follow and enforce HMG policies and procedures to ensure the safety of museum collections, facilities,

and visitors, engaging with Security staff as necessary.

4. Be informed about and offer visitors information regarding programs, events, policies and procedures,

operations, and membership and development opportunities.

5. Respond appropriately to visitor questions, comments, and concerns. Communicate visitor feedback

using appropriate channels (daily log, Morning Meetings, directly to Manager of Visitor Experience,

etc.).

6. Project a positive image, serving as an ambassador for the museum both at HMG and while out in the

public at large.

7. Open/close buildings and areas as scheduled, following established procedures; carry out light

housekeeping and cleaning duties as outlined for each area throughout the day.

8. Participate in pre-season and ongoing trainings to learn new content and hone customer service and

interpretive techniques.

9. Attend recurring staff meetings, including daily Morning Meetings, to stay current in good museum

practices, effectively share information, foster good working relationships, provide feedback and

insights, and learn information regarding the museum’s daily and weekly events in order to

communicate accurately with visitors.

10. Assist with public program and special event duties (materials preparation, set up, break down,

facilitation, etc.) as required.

11. Perform all other duties as assigned by the Manager of Visitor Experience, Director of Programming, or

President & CEO.

To Apply: Please send a resume and cover letter to Daniel Dobbins, Manager of Visitor Experience,

ddobbins@heritagemuseums.org or 508-888-3300 x155

Heritage Museums & Gardens

67 Grove St.

Sandwich, MA 02563

508-888-3300

www.heritagemuseumsandgardens.org