Visitor Experience Associate, IS-1001-03

Smithsonian Institution; Washington (District of Columbia); On-site; USD 37,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Transit/Commuter Benefits

403b Retirement Plan

Annual and Sick Leave

Job summary

The Smithsonian Institution is seeking a Visitor Experience Associate to bolster guest services at the National Zoo in Washington, DC. The role supports admissions, information provision, and engagement at a busy front-line level.

Responsibilities include assisting with ticket sales, guiding visitors, and participating in safety and facility support during events. Strong customer service and clear communication are essential.

Qualifications

• Basic knowledge of visitor services and how to inform guests about exhibits and amenities.
• Strong customer service skills to handle inquiries professionally.
• Ability to communicate clearly with diverse audiences.
• Familiarity with museum layout and educational messaging.

Responsibilities

• Greet visitors, provide information on exhibits and programs, and assist with ticketing and admissions.
• Engage guests with educational activities and respond to inquiries and concerns.
• Monitor safety and report facility issues; assist during emergencies as needed.
• Collaborate with staff across departments and support events from setup to breakdown.
• Collect visitor feedback and report trends to supervisors.

Skills

Customer service

POS & cash handling

Ticketing

Guest engagement

Safety awareness

Tools

POS systems

Job description

Visitor Experience Associate, IS-1001-03

Application Deadline: 24 August 2026

Department: National Zoo and Conservation Biology Institute

Employment Type: Full Time

Location: Washington, DC

Reporting To: Supervisory Visitor Services Coordinator

Compensation: $36,745 - $47,763 / year

Description

OPEN DATE: August 10, 2026

CLOSING DATE: August 24, 2026 (This job will close once 200 applications are received which may be sooner than the closing date.)

POSITION TYPE: Trust Fund

APPOINTMENT TYPE: Permanent

SCHEDULE: Full Time

DUTY LOCATION: Washington, DC

Position sensitivity and risk: Non-sensitive (NS)/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

This position is located within the Guest Services Division at the Smithsonian’s National Zoo and Conservation Biology Institute (NZCBI). The Visitor Experience Associate plays a vital front-line role in enhancing the overall guest experience at the Zoo. The incumbent supports daily visitor operations by assisting with admissions, providing information, facilitating engagement, and supporting special events and educational programming.

This position directly supports the Zoo’s mission by fostering a welcoming, safe, and educational environment that encourages public appreciation of wildlife conservation.

DUTIES AND RESPONSIBILITIES

Visitor Services, Ticketing & Guest Assistance

• Greets and assists visitors with information on exhibits, animals, programs, and amenities.
• Responds to visitor inquiries, wayfinding requests, and concerns.
• Operates POS systems for ticket sales and rentals.
• Verifies tickets and supports efficient visitor entry.
• Processes cash and electronic transactions.

Visitor Engagement & Conflict Resolution

• Shares information about animals, exhibits, and conservation efforts.
• Assists with educational activities and guest experiences.
• Addresses visitor concerns and complaints.
• Supports the de-escalation of challenging situations.

Safety, Security & Facility Support

• Monitors guest activity to support safety and conduct standards.
• Assists during emergencies and reports safety concerns.
• Maintains cleanliness in visitor-facing areas.
• Reports facility and equipment issues as needed.

Teamwork & Event Support

• Collaborates with staff across departments to enhance the visitor experience.
• Participates in team meetings and training.
• Assists with public and private event setup, operations, and breakdown.
• Encourages guest participation during special events and programs.

Visitor Feedback & Reporting

• Collects visitor feedback through surveys and guest interactions.
• Records observations and visitor trends to support service improvements.
• Communicates visitor feedback, concerns, and recommendations to supervisors.

Performs other duties as assigned.

QUALIFICATION REQUIREMENTS

• Basic knowledge of visitor services practices and procedures to provide accurate information about Zoo exhibits, programs, and amenities.
• Knowledge of and skill in customer service in order to listen and respond professionally to customer's complaints in positive helpful manner.
• Practical knowledge of customer service principles and public engagement techniques to handle basic problems relating to a guest issues or questions.
• Knowledge of and familiarity with the Zoo layout, exhibits, public programs, and conservation messages.
• Ability to communicate clearly and courteously with the public, including children and diverse audiences.
• Knowledge and awareness of safety and emergency protocols to assist in routine and urgent situations.
• Knowledge and understanding of basic interpretive techniques to engage visitors in educational conversations.
• Ability to sell routine admission tickets and memberships using Point of Sale (POS) systems and basic retail transaction protocols.
• Ability to perform routine tasks involved in collecting cash and authorizing credit cards payments with accountability and accuracy.
• Skill in restocking/replenishing supplies as needed.

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."

Relocation expenses are not paid.

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact LaDonnys Biagas ([e-mail]). 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: https://www.si.edu/oeo