Visitor Services Associate

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 88 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

About the Position

Responsibilities include but are not limited to:

• Welcomes guests courteously, informs visitors of any prohibited items in the Art Museums, assists guests with free lockers when necessary, and provides helpful information about the Art Museums and Campbell Archaeology Center ("CAC"), and when Historic Area passes and/or program tickets
  may be required.
• Provide brief orientation about the Art Museums’ and/or CAC exhibitions and programs as needed or requested.
• Address general visitor questions about Colonial Williamsburg, the Historic Area, Art Museums’ exhibitions and programs, CAC programs, as well as dining and shopping opportunities.
• Thoroughly observes every incoming guest to identify items that are prohibited in the galleries and direct guests to use the free lockers and to assist as needed.
• Request assistance from Art Museums’ Public Safety officers as necessary for guests with prohibited items or who refuse to cooperate with museum policies.
• Address museum guests’ concerns, guest-related situations, and successfully resolve problems.
• Contact the Director of Museum Operations, Art Museums’ Public Safety, or other Art Museums staff to assist as needed.
• Attends required Colonial Williamsburg and Art Museums’ training sessions, VSA meetings, and other called meetings to enhance knowledge of Art Museums, CAC, and CW
• Facilitate productive working relationships with the VSA team, Art Museums and CAC staff, and other Foundation colleagues.

This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.
This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

Required Education and Experience:

• High school education or equivalent certification
• 1-2 years’ experience in a customer focused position with direct public contact

Preferred Qualifications:

• Previous experience working in a museum
• Previous customer service or visitor services experience at Colonial Williamsburg Foundation or another museum or historic site
• General knowledge of the local area
  

Key Skills / Competencies:

• Strong customer focus
• Strong communications skills in the English language.
• Enthusiasm, and an interest in working directly with the public.
• Ability to learn a body of information, and accurately convey the information to visitors.
• Have an interest in Colonial Williamsburg history and the ability to learn historical information.
• Must demonstrate diplomacy, empathy, and problem-solving skills.
• Must be able to interact, engage, actively listen and speak clearly with the public for long periods of time.
• Dependability and initiative in applying Art Museums’ and Campbell Archaeology Center policies and procedures.
• Must be able to work as part of a team.
• Ability to perform tasks without direct regular supervision.
• Flexibility in schedule and work location (between the Art Museums and Campbell Archaeology Center)

Physical and Environmental Demands:

Stand: frequently
Walk: occasionally
Sit: frequently
Use hands/fingers: frequently
Climb or balance: rarely
Stoop/kneel/crouch/crawl: rarely
Reach with hands/arms: occasionally
Talk or hear: constantly
Lifting up to 10 lbs: occasionally
Lifting up to 25 lbs: rarely
Lifting up to 50 lbs (with assistance): rarely
Lifting up to 100 lbs (with assistance): rarely
More than 100 lbs (with assistance): rarely
Wet/humid conditions: rarely
Work near moving mechanical parts: rarely
Fumes/airborne particles: rarely
Extreme cold: rarely
Extreme heat: rarely

Typical Work Schedule:

This is a CASUAL employment position with work hours up to approximately 18 hours per week in shift work. Weekend and holiday availability is expected. Some evening event availability is also expected.