Job Details

Job Title: Guest Experience Associate
Department: Guest Experience
Reports To: Guest Experience Supervisor and Guest Experience Manager
Location: Onsite, 300 West Broad Street, Columbus, OH, 43215
Employment Classification: Part-Time
Salary: $16.00 hourly

• Guest Services and Admissions
  • Sell tickets in a professional, courteous manner while providing exceptional customer service.
  • Assist guests with reserved tickets purchased online or through group sales.
  • Provide accurate information about ticket acquisition, usage, and museum entry.
  • Support gift shop operations by processing sales, assisting guests with merchandise inquiries, and restocking items as needed.
  • Adhere to all NVMM policies, procedures, operating systems, and service standards.
• Visitor Engagement and Support
  • Offer guests clear information about NVMM services, including parking, tours, retail, concessions, programming, and membership.
  • Answer guest questions and address concerns promptly and empathetically, using training resources to ensure accurate responses.
  • Actively listen to guest feedback about exhibitions, programming, and offerings; respond with care and share feedback with NVMM management.
  • Assist with on-site and off-sites events, including setup and guest service support, ensuring smooth and welcoming experiences.
• Collaboration and Cross-Departmental Support
  • Provide support to other departments, including Special Events, Membership, and Advancement, as assigned by the Guest Experience Manager or Supervisor.
  • Contribute to a welcoming, team-oriented environment that enhances the overall guest experience.
• Training and Continuous Improvement
  • Participate in staff meetings and job-specific training to maintain current knowledge of NVMM programs, policies, and guest service practices.
  • Perform other duties as assigned by the Guest Experience Manager and Supervisor to support museum operations and the visitor experience.

• High school diploma or equivalent.
• Prior experience in customer service, hospitality, retail, or visitor-facing roles.
• Strong verbal communication and interpersonal skills; able to engage a wide range of guests professionally and warmly.
• Demonstrated ability to provide excellent service, resolve issues, and manage challenging interactions with tact and courtesy.
• Ability to learn and convey museum/program information clearly to visitors.
• Basic proficiency with computers, point-of-sale (POS) systems, or ticketing software; willingness to learn new systems.
• Strong attention to detail and ability to handle transactions accurately.
• Ability to work collaboratively in a team environment and follow established procedures.
• Ability to stand for extended periods and work a flexible schedule including weekends, holidays, and occasional evenings.

• Experience in a museum, attraction, nonprofit, or mission-driven environment.
• Familiarity with ticketing systems, membership sales, or CRM databases.
• Cash-handling or retail merchandising experience.
• Comfort assisting with events and group visits.
• Multilingual or cultural competency to support diverse audiences.
• Interest in or connection to the organization's mission (e.g., veterans, history, arts, education).

• Primarily based in museum public spaces, including the welcome desk, galleries, lobby, and occasional outdoor areas.
• Ability to work evenings, weekends, and holidays as required to support museum operating hours and events.
• Ability to stand and walk for extended periods and lift/push/pull up to 25–50 lbs (e.g., event materials, supplies).
• Occasional exposure to varying temperatures and weather conditions during outdoor programming or visitor support.
• Must remain attentive and responsive while interacting with guests and supporting museum operations.
• May be required to operate basic safety, communication, or emergency response equipment in alignment with museum procedures.

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