Director of Visitor Services & Experience, The People’s House

The Association is seeking a Director of Visitor Services & Experience for “The People’s House: A White House Experience.”

Position Summary

This position will report directly to the Managing Director of the People’s House, and will work in close collaboration with the Director of the People’s House Operations; The Director of Exhibits; White House History Shop Manager; and the Director of Education. They will supervise a team of full-time, part-time, and volunteer visitor services representatives.

The job description serves as a guideline and may not encompass all duties. Tasks may fluctuate based on the role's requirements.

The Director of Visitor Services & Experience will:

1. Manage frontline services such as ticket reservations, wayfinding, and orientation.
2. Manage the processes for all ticket reservations and the group visits calendar (via Veevart) for field trips, tour groups, and adult learning programming. This work will be done in close collaboration with the Director of Education.
3. Supervise, schedule, manage, and train a team of visitor services representatives.
4. Address and resolve guests needs, concerns, and complaints, assuring they are settled in a positive, timely and appropriate manner.
5. Prepare and analyze statistical trends in visitorship.
6. Supervise the creation of visitor-related collateral, including brochures, wayfinding materials, and donor resource packages.
7. Ensure that all accessibility devices are charged and functioning for all visitors who might require additional assistance.
8. Be knowledgeable about White House Historical Association membership benefits.

Qualifications

• Bachelor’s degree in museum studies, business, hospitality, or related field preferred or equivalent job experience.
• Minimum of 3 years’ experience in customer service/hospitality environment.
• Minimum of 3 years’ supervisory/management experience training, hiring, and building exceptional customer service teams.
• Weekends and holidays required. Must be able to lift up to 35 pounds. Position requires frequent, sustained periods of sitting, as well as standing and movement.

Job Details:

• Type: Full-time
• Compensation: This is a salaried position with competitive pay for D.C.
• Benefits: 403(B), health, dental, vision insurance, paid time off, employee discounts
• Location: On-site

Candidates selected for this position must pass a full background and reference check.

The White House Historical Association is a non-profit, non-partisan educational organization founded in 1961 by First Lady Jacqueline Kennedy to enhance the understanding, appreciation, and enjoyment of the Executive Mansion. For more than sixty years, the Association has produced award-winning books on a wide range of subjects related to the history of the President’s House and has actively fulfilled its educational mission with robust educational programming and retail offerings.

“The People’s House: A White House Experience” is a cutting-edge education center that will tell the story of the Executive Mansion, its inhabitants and the people who have dedicated their careers to its functions. It will feature exhibits and galleries that bring the White House and its storied history to life. Set to open in September 2024.

This is NOT a political position or a position with the United States Government. Proceeds from the sale of the Association’s books and products are used to fund our educational mission.