Visitor Experience Associate

Visitor Experience Associate

The Cleveland Museum of Natural History, founded in 1920, is located in the heart of University Circle, five miles east of downtown Cleveland, Ohio. For more than a century, the Museum has inspired visitors to connect with the wonders of science and nature. Today, we continue that legacy—and remain committed to sharing our resources to promote a healthy future for both humans and the planet. 

As Ohio’s largest natural history museum, we use our vast collections and state-of-the-art facilities to contribute to scientific understanding worldwide. Our scientists conduct research across a variety of disciplines, making groundbreaking discoveries about early human ancestors, ancient Ohio, animal and plant life around the world, and more. We steward more than 12,500 acres of wild habitats through our Natural Areas Program, working to protect the environment of northern Ohio and the diverse species that call it home.

The Museum is seeking a creative and energetic professional to join our Visitor Experience team. 

Job Summary:

The Visitor Experience Associate serves as the first point of contact for museum guests, creating a welcoming and engaging environment. This role involves building relationships with visitors, providing exceptional customer service, and ensuring they have the information needed for an enjoyable experience. Responsibilities include assisting guests at the welcome desk and gallery spaces, answering questions, processing tickets and memberships, and maintaining the integrity of the museum’s database while addressing visitor needs.

Essential Duties and Responsibilities: (Must be able to perform the essential functions of this position with or without reasonable accommodation) 

• Welcome visitors, scan tickets, and provide information about exhibits, events, programs, and membership packages
• Facilitate the daily sale of Museum admission tickets, event tickets, programs, and memberships
• Assist visitors with navigation and advocate for Museum initiatives in gallery space 
• Answer incoming calls and emails, assist with all inquiries or direct guests to the appropriate team
• Lead Museum guided tours, fostering a welcoming atmosphere and providing a rewarding learning experience
• Serve as a greeter for self-guided groups, giving the group the code of conduct, maps and any other necessary information  
• Help coordinate volunteer’s shift duties, acting as their main point of contact for assistance 
• Stay informed an up to date on changes in Museum exhibits and upcoming events
• Ensure the front desk area is neat, and materials are fully stocked  
• Other related duties as assigned

Education/Experience: 

High school diploma or GED and 1 year of experience in a customer service environment required.

Knowledge, Skills, and Abilities:

• Strong written and oral communication skills
• Ability to provide exceptional customer service and gather visitor information 
• Ability to work a flexible schedule, including weekends and evenings as needed
• Excellent organizational skills and attention to detail
• Ability to thrive in a fast-paced environment

Working Conditions:

This position may include standing, sitting, and walking for prolonged periods of time. Must be able to lift up to 30lbs with or without reasonable accommodations. 

The Cleveland Museum of Natural History is an EQUAL OPPORTUNITY, ADA EMPLOYER, and a SUBSTANCE-FREE WORKPLACE