Visitor Services Associate [Full Time]

The Visitor Services Associate (VSA) cultivates an excellent visitor experience across LancasterHistory’s sites. With strong attention to detail and a passion for connecting visitors to local history, the VSA is often the first and last point of contact for visitors—serving as a key ambassador for the organization. A successful VSA will foster positive relationships with visitors, resulting in deeper engagement, repeat visits, financial donations, member development, and an overall fantastic visitor experience.

The VSA will be primarily located at the Thaddeus Stevens & Lydia Hamilton Smith Center for History and Democracy in downtown Lancaster, with occasional shifts at LancasterHistory’s Museum and Research Center across town. The VSA will serve as the front-of-house contact for LancasterHistory’s staff, services, and sites, requiring a strong understanding of the organization to direct visitors to the appropriate person. All VSAs are trained across sites, ensuring flexibility and a consistent, high-quality experience for every visitor. VSAs will work closely with other Operations Department staff to deliver a seamless and memorable visitor experience.

A successful candidate is a self-directed and motivated person who conducts their work with empathy and integrity and is eager to welcome new and diverse visitors to LancasterHistory.

Primary Supervisor: Visitor Services Manager

Team Members: The VSA will be part of a team of fellow VSAs and will be directed by the Visitor Services Manager (their direct supervisor), and the Director of Operations (the department supervisor). 

Compensation: This is a full-time, salaried (exempt) position that includes occasional evening and weekend work as organizational needs require. The salary is negotiable based on experience, with a range of $40,000-45,000 for a 37.5-hour work week, beginning in late April 2026. Benefits include medical, dental, and vision insurance; a generous vacation and holiday allowance; sick time; participation in a 401(k) or 403(b) retirement plan; and short-term disability coverage.

Work Schedule & Job Location: The work schedule is generally Monday through Friday, 9am to 5pm. VSAs will be expected to work on the occasional Saturday or Sunday on a rotation schedule shared by all team members. A flexible work schedule or additional work hours may be necessary, especially for special or evening events. This is an onsite position (primarily at 13-15 E. Vine St, Lancaster with occasional travel to 230 N. President Ave., Lancaster).



Responsibilities:

General

•     Perform the daily operations of the visitor services desk, providing excellent service by contributing to a warm and welcoming environment for visitors, staff, and the surrounding community;

•     Greet, orient, and register visitors to the site, collect admission fees, provide museum guides and other information to visitors as needed;

•     Promote museum memberships;

•     Inform visitors about upcoming events and programs;

•     Answer incoming telephone calls, including transferring calls, providing basic information about the sites, and conducting admission and membership sales over the phone;

•     Monitor and maintain awareness of onsite visitation and traffic, including visitors, staff, volunteers, contractors, and other appointments;

•     Interact with visitors, soliciting feedback about their expectations and experience, and making referrals to appropriate LancasterHistory staff when needed;

•     Follow documented organizational policies and procedures, with emphasis on emergency preparedness/basic first aid, and responsible money-handling procedures;

•    Participate in regular content training and workshops with the Director of Exhibitions & Interpretation related to exhibit interpretation, local history, and other topics of interest;

•     Support LancasterHistory’s institutional commitment to diversity, equity, inclusion, and accessibility; and

•     Assist with additional duties as assigned.

Museum Store

·        Perform daily Museum Store functions, including demonstrating a general understanding of the books and items for sale, taking sales, and restocking shelves as instructed.

Facilities and Operations

·        Perform daily opening and closing procedures as well as basic security monitoring to maintain awareness of who is present in a building on a daily basis;

·        Spend time in museum exhibitions and collections as required; and

·        Assist with basic facilities and/or housekeeping functions as needed (ex. replacing paper products in restrooms, room set ups, light snow removal or salting of walkways, etc…)

Qualifications:

·        A High School diploma or equivalent (GED);

·        Previous customer service, retail, cash handling, and/or security experience;

·        Keen interest and enthusiasm in history and/or museums;

·        Excellent customer service and communication skills;

·        Ability to resolve visitor concerns with professionalism and kindness;

·        Strong computer skills, specifically with Windows PC and Microsoft Office programs;

·        Previous experience with a Point-of-Sale system (POS); and

·        Commitment to inclusive and accessible practices that welcome, respect, and represent all communities.

Desired, But Not Required Skills:

•     Bi-or multi-lingual skills, with preference for Spanish language skills;

•     Previous experience with Blackbaud’s Altru point of sale system; and/or

•     Previous experience working in museums, libraries, or other public institutions.

Essential Functions:

•     Occasional evening and weekend work as special events require;

•     Frequent communication with the public and colleagues in person and in writing;

•     A mixture of standing and sitting for varied amount of time; and

•     Reliable transportation to work and between facilities.

Additional Details:

•     VSAs will have use of LancasterHistory-supplied technology required to do their job responsibilities, including access to software applications.

•     This position does not receive a company cellphone and therefore may need to use their personal device to contact their manager or colleagues as necessary.

•     VSAs will also participate in the following regular meetings with their supervisor and department colleagues, performance evaluations, and necessary IT and other security training modules.

How to Apply:

Interested applicants should complete the online application and upload their most recent resume and formal cover letter at https://www.lancasterhistory.org/employment. Applications submitted through LinkedIn are not accepted.

Formal cover letters should include, in detail, why applicant is the right person for said position. Resume should include past employment, experience, and educational history.

Documents should be uploaded as PDFs with the filename following the format of “LastName, FirstName_Resume” and “LastName, FirstName_CoverLetter.”

Using AI to write your application materials is discouraged. LancasterHistory values your genuine voice and perspective.

Applications are accepted until position is filled. Interviews may be conducted using a combination of in-person or virtual interviews. All applicants will receive notification of final decision.

LancasterHistory is committed to diversity, equity, and inclusion. Our Non-Discrimination Policy is available online at https://www.lancasterhistory.org/nondiscrimination-policy.