Guest Experience Associate

Job Title: Guest Experience AssociateDepartment: Guest ExperienceReports To: Guest Experience Supervisor and Guest Experience ManagerLocation: Onsite, 300 West Broad Street, Columbus, OH, 43215Employment Classification: Part-TimeSalary: $16.00 hourlyAbout NVMMThe National Veterans Memorial and Museum (NVMM) serves as a national home of honor and remembrance for Veterans of all branches and eras throughout our nation’s history. Unlike a traditional war memorial or military museum, NVMM offers a powerful, personal experience in a narrative journey of individual and collective Veteran stories. Founded in 2018, our mission is To honor all Veterans, elevate their stories, and amplify the power of service for everyone, everywhere.Position OverviewThe Guest Experience Associate supports a welcoming, mission-centered environment by greeting visitors, facilitating ticketing, and providing helpful guidance that honors Veterans and connects guests to their stories. They ensure smooth entry into the museum, deliver courteous and informed service, and assist with daily front-of-house operations. By upholding high standards of professionalism, accuracy, and teamwork, this role helps create meaningful visitor experiences and strengthens NVMM’s impact as a place of learning, reflection, and connection.Essential Job ResponsibilitiesGuest Services and AdmissionsSell 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 SupportOffer 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 SupportProvide 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 ImprovementParticipate 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.QualificationsMilitary Veterans, transitioning service members, and military spouses are encouraged to apply. Military experience (leadership, logistics, operations, communications, security, technical roles) is recognized as equivalent to relevant civilian experience. If your MOS/AFSC/Rating aligns with this role, we invite you to apply even if you do not meet every listed qualification.                RequiredHigh 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.                PreferredExperience 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).Work Environment and Physical RequirementsPrimarily 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.Compensation & BenefitsPart-time employees are eligible for wellness resources that support their well-being including paid time off and an Employee Assistance Program.EEO StatementWe are an Equal Opportunity Employer, committed to fostering a diverse and inclusive team.  We do not discriminate against any employee or applicant based on actual or perceived characteristics protected by applicable federal, state, or local laws. Powered by JazzHRQBmKwR3Pmc

Salary : $16