Clarification from the agency

This position is open to all U.S. Citizens or U.S. Nationals. Note: Federal employees with permanent status or individuals eligible for special appointing authorities may also apply to Job Announcement # 22R-JC-307409-MPA-NMAH More than one selection may be made from this announcement.

• Assists the Visitor Experience Manager or the Docent Program Manager in the implementation of all elements of Visitor Experience day-to-day operations.
• Implements a staffing plan that covers visitor experience operations on a daily, weekly, seasonal and yearly basis, providing operations 7 days a week, 364 days a year. Supports the VIP tours and reservations scheduling process and implementation. Aids the Visitor Experience Manager in collecting, inputting, and reporting on visitation and program numbers. Supports and implements accessibility services and programs for the Museum visitors.
• Fosters solid and collegial working relationships with museum staff and volunteers to provide the best customer service to visitors. Supports Experience Design by scheduling and documenting training sessions for docents and volunteers.
• Communicates clearly, courteously, and effectively to all visitors/volunteers/staff.
• Under the instruction of the Visitor Experience Manager or Docent Program Manager, and Director and Deputy Director of Experience Design, updates the Visitor Experience Standard Operating Procedure and Policies, and implements plans to increase visitor satisfaction.

Conditions of employment

• Pass Pre-employment Background Investigation
• May need to complete a Probationary Period
• Maintain a Bank Account for Direct Deposit/Electronic Transfer
• Males born after 12/31/59 must be registered with Selective Service.

Conditions of Employment

COVID-19 VACCINATION REQUIREMENTS:

For the latest information on the COVID-19 vaccination requirements and its impact on your application, click on Smithsonian Institution’s Frequently Asked Questions. 

Qualification requirements must be met within 30 days of the job announcement closing date.

Incentives may be authorized on a case-by-case basis and is contingent upon management and OHR approval. Those incentives include the following:

• Superior Qualifications and Special Needs Pay-Setting.
• Creditable service for annual leave.
• Bargaining Unit status: Yes

Qualifications

Grade7: You qualify for this position if you possess one year of specialized experience equivalent to at least the GS-5 level in the Federal service or comparable pay band system. For this position, specialized experience is defined as providing customer service, coordinating support services, and scheduling and coordinating tours and activities.

OR

Education:1 full year of progressively higher-level graduate education, if directly related to the work of the position. Related degrees may include history, American studies, museum studies, museum education, business administration, or human resources.

OR

Superior Academic Achievement S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership.
Class standing--Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. Grade-point average (G.P.A.)--Applicants must have a grade-point average of:
3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. Election to membership in a national scholastic honor society.

OR

A combination of graduate level education and specialized experience as described above

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Applicants for this position may be evaluated in multiple stages. The first stage is an evaluation of your responses to the online multiple-choice questions that assess your experience, education, and/or training for the job related competencies below:

• Knowledge of museum management, operations, policies, procedures, goals, and objectives in order to provide assistance to visitor experience representatives in presenting orientations and exhibition information to greet visitors.
• Knowledge of the principles of customer service.
• Skill in management and administrative concepts, theories, principles, methods and techniques to organize, administer and mange operational and staffing requirements for Visitor Experience activities.
• Ability to provide hands-on supervision, direct, and motivate volunteers engaged in visitor experience operations.
• Skill in communication sufficient to address varied audiences and to serve as an interface between multiple museum constituents and stakeholders (e.g., volunteers and curators; volunteers and the public; NMAH staff and SI staff).
• Ability to assess, analyze, coordinate and evaluate a variety of work processes, programs, and activities and develop or assist in developing plans, systems and procedures to provide responsive and efficient Visitor Experience.

Applicants who meet or exceed minimum qualifications will be assigned to one of three category groups based on job-related criteria:

• Best Category - Meets the minimum qualification requirements and excels in most of the job related competencies above.
• Better Category - Meets the minimum qualification requirements and satisfies most of the job related competencies above.
• Good Category - Meets the minimum qualification requirements, but does not satisfy most of the job related competencies above to a substantive degree.

This category rating process does not add veterans' preference points or apply the "rule of three", but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. A selecting official may make selections from the highest quality category (Best Category) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. Applicants who have not submitted a resume in the USAjobs system and/or have not answered all of the vacancy questions will not be considered for this position.

Important Note:

Your resume and supporting documentation will be compared to your responses to the occupational questionnaire or other assessment tool for consistency. If a determination is made that you have rated yourself higher than is supported by your resume, you will be assigned a rating commensurate to your described experience. Your resume should provide sufficient information regarding how your education and experience relate to this position, including the major duties and qualifications criteria listed.