Job Description

T he Folger Shakespeare Library knows that an exceptional staff is the backbone of any great organization. We hire exceptionally qualified individuals who are committed to the mission, vision, and values of our organization. Our recruitment process strives to be interactive, accessible, and responsive. Once employed, the Folger provides a generous compensation, leave, and benefits package, as well as many opportunities for personal and professional growth.

The Folger Shakespeare Library, located on Capitol Hill in Washington, DC, is seeking multiple part-time Visitor Experience Experts (VEEs) to join the Visitor Experience (VisEX) team VEEs serve as the welcoming face of the Folger, helping visitors feel informed, supported, and at home from the moment they arrive. In this role, one will take on various roles including welcoming visitors into the building, talking with visitors to find out what they are interested in, selling tickets to events, guiding event attendees to seats, interacting with visitors in the gift shop, and much more

Our VEEs provide exemplary hospitality to everyone who enters the building, whether they are a visitor, guest, researcher, or making a delivery. As a front-of-house team, VEEs playan integral role in shaping the visitor experience and supporting the Folger’s mission. We seekwarm, enthusiastic individuals who enjoy helping others and are dedicated to creating a welcoming, memorable experience for all

The Folger welcomes all people, and our Visitor Experience team reflects that commitment. We welcome applications fromall backgrounds, identities, ages (18 and over), education, and work experiences

Schedule:

This position is part-time, hourlyposition with shiftsranging from 4-8 hours, and the opportunity to work up to 20 hours per week. Available working hours fall between 9:30am and10:00pm depending on the day of the week and scheduled programming/events. Weekend availability is strongly encouraged.

We are looking for consistent team members who can commit to a regular schedule, but we offer flexibility in setting those hours to matcheach new hire’s availability.

Please note that this job is nota seasonal position. VEEs work year-roundand are scheduled across all seasons

Recruitment Timeline:

• Phone Screenslate May-mid June

• Onsite Interviews: earlyJune-late June

• Offer Process: July

• Start Dates and Trainings: late July-August

Health & safety The health and well-being of all staff, contractors, and visitors is our top priority. While the Folger no longer requires masks or vaccinations (except for AEA spaces), we support and encourage individuals to take the safety precautions they are most comfortable with, and we ask that individual choices are respected. The Folger offers organization-funded healthcare plans for full-time staff and extensive leave options to all staff in the case of any health issues that arise.

Compensation: 

• This is a weekly-paid hourly position, with a pay of $19.40/hr. and up to 20 hours per week.

Duties:

Visitor Experience Experts (VEEs) will work in various capacities based on the support and shift needs of the Folger. Shift tasks may include:

Visitor Engagement and Hospitality

• Provides welcoming, helpful, and exemplary hospitality to Folger visitors.

• Creates an inclusive, accessible environment in all interactions with colleagues, volunteers, and visitors.

• Engages visitors in conversation to understand their interests and guide them toward experiences that match their needs.

• Stays informed about current and upcoming Folger programming, exhibitions, and activities.

• Participates in regular training to stay knowledgeable about rotating exhibitions, gallery content, events and building operations.

• Offers recommendations and provides directions around the DC/MD/VA area to further enhance the visitor experience.

• Provides ADA accommodation upon request, including guiding visitors with mobility needs, offering Folger-provided wheelchairs, or supporting ASLaudio-services

• Helps maintain visitor and collection safety in partnership with security officers and docents.

Information and Ticketing Support

• Staffs the Welcome Desks, gift shop, lobby areas, the Great Hall, the Reading Room, and other public spaces as needed

• Checks in readers and scholars and registers them in Tessitura (our ticketing and customer relations management database).

• Sells admissions and tickets to various events, provide information about exhibits in the galleries, and answer questions about the Folger, its collections, and our work.

• Answers the Ticket Services phone line and the main Folger phone line; routes callers as needed

Wayfinding, Event and Program Support

• Assist with the flow of visitorsthrough Folger spaces including exhibitions, tours, performances, and events.

• Directs visitors to specific locations, event rooms, staff offices, or theatre seating.

• Supports event operations, which may include guiding attendees, checking tickets, or staffing off-site community events.

• With the support of security officers and docents, ensure the safety of visitors and objects

Education and Experience:

• Must be at least 18 years of age.

• An interest in museum or cultural visitor engagement and hospitality is required

• Prior work, volunteer, or other experience in customer-facing roles, or similar,that show strong comfort in welcoming and assisting diverse audiences.

• Experience with cash-handling, point-of-sale systems, or ticketing platforms is preferred but not required, and training will be provided; Familiarity with Tessitura is not required but appreciated.

Skills and Knowledge:

• Excellent communication and interpersonal skills, with the ability to engage visitors proactively, answer questions clearly, and adapt messaging to the scenario and audience.

• Confidence in problem-solving, sound judgement, and decision-making in busy public-facing situations

• Ability to create a warm, inclusive, and memorable visitor experience; applicants should be confident engaging with people of all ages and backgrounds

• Ability to support development goals by asking and receiving donations with a gracious, service-oriented approach.

• Proficiency with standard office technology including phones and computers

• High attention to detail, time management, and ability to multitask in a dynamic environment.

• Willingness to learn about the Folger’s mission, programs, and visitor experience best practices.

Working Conditions/Physical Requirements: 

This job operates in a professional office environment. The employee may be exposed to various components of an office environment, such as fluorescent lighting, pollen, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and loud visitor noise. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• VEEs are provided with two regular t-shirts and one long-sleeve t-shirt or sweatshirt to be work when working at the Folger.

• Non-standard work hours are required This position’s schedule will work weekdays, weekends, evenings, and on or around holidays depending on the needs of events scheduled

• The noise level in the work environment will have moments of quiet but will generally have various levels of conversation and noise. Requires physical agility, with the ability to squat, twist, and bend as needed. Ability to lift and carry weights up to 25 lb.

• May be required to stand for long periods of time and climb stairs.  

• Ability to work at a computer for an extended period, with accuracy.  

• Willingness and capacity to work in an office environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities.  

• Capacity to communicate, in person, or using video, phone, or electronic communication methods, in a manner which can be understood by others.

Interested individuals should submit their cover letter and resume. Incomplete applications cannot be accepted. No phone calls please.

The Folger is an Equal Opportunity Employer.

To learn more about our benefits, please click here