Organizational Summary:

Reports to: Director of Visitor Experience and Engagement

Works closely with: Director of Creative Engagement, Docent and Tour Manager, Visitor Experience and Engagement Associate, Director of Guest Services, Communications Department, Guest Event and Management Services Department

Job Summary:  

Washington National Cathedral is seeking a full time Visitor Experience and Engagement Specialist to support the visitor experience and oversee projects that connect to the family audience. This customer-centered key team member is an active part of the Cathedral’s transition and growth of the visitor’s experience during and after the COVID-19 pandemic. This highly organized and detail oriented person provides pivotal support for the Visitor Experience and Engagement Department (VEE) and will act as the point of contact in VEE for family focused projects. This person should be excited about complex and multifaceted problems and positively strive to collaborate and achieve creative solutions.

Initially, this person will work closely with the Director of Visitor Experience and Engagement, Director of Creative Engagement, Communications, and Development Department to “relaunch” LEGO Cathedral Project after being closed for 2+ years. The VEE Specialist will be part of the team that welcomes visitors for sightseeing, including giving guided tours and creating a welcoming environment for all the Cathedral’s visitors.

Duties and Responsibilities:

Project Management:

  1. Develop and implement ways for visitors and donors to engage within the current and upcoming projects..
  2. Manage and provide programmatic support for projects targeted for the family audience  at the Cathedral.
  3. Engage in proactive communication and supervision via regular email, volunteer portal, daily rounds, and other means.
  4. Current Projects:
    1. Family Packs
      1. Plan, implement, and evaluate the Cathedral’s pilot family activity pack project.
      2. Collaborate with Guest and Event Management Services and Docent and Tour Manager on implementation and distribution of activity packs to visiting families.
    2. LEGO Cathedral Project www.cathedral.org/lego Manage the LEGO Cathedral Project on a daily basis; duties include but are not limited to:
      1. Maintain a clear record of brick inventory, donations, volunteers, building of Cathedral model, materials, etc.
      2. Maintain relationships and communication with Bright Bricks/BrickLive staff and designer to maintain model construction timeline and inventory.
      3. Work to build modules and oversee model construction, in collaboration and coordination with Bright Bricks’ consultant.
      4. Recruit, train, schedule, supervise, support, and assess LEGO Cathedral volunteers. This position will also manage a group of up to 60 volunteers striving for the highest standards of excellence aligned with the Mission of Washington National Cathedral.

Operations:

  1. Regularly assess effectiveness and efficiency of record keeping and building process, implement improvements as needed.
  2. Maintain proficiency in Digital Cheetah, the Cathedral’s volunteer management and scheduling software.
  3. Partner with Docent and Tour Manager and Guest and Events Management Services (GEMS)  to ensure smooth conduct of the sightseeing day, and that guided tours and interactions with visitors are conducted professionally and efficiently.
  4. As part of the Visitor Experience and Engagement Department, engage and conduct guided tours, specifically large bus group tours during peak season – spring and fall.
  5. Provide on-site or online support for visitor programs and events. 

Organizational Relationships:

  1. Partner with Marketing and Communications departments to develop cohesive and collaborative visitor engagement.
  2. Serve on the Cathedral-wide Volunteer Management Team, representing LEGO Cathedral volunteers and provides support for institution-wide volunteer goals.
  3. Works with VEE, GEMS and Communications to contribute to effective and informative strategies to communicate information to visitors, including visitor signage and website content.

Perform other duties as assigned.

Minimum Qualifications (education, certification, years experience):

  1. Bachelor’s Degree in Hospitality, Project Management, Museum Education, or a related field. OR At least four years’ experience in customer service, hospitality, and/or project management.
  2. Proficiency with Microsoft Office (Word, Outlook, Access, and Excel).
  3. Proven experience managing projects, including delegating tasks and problem solving.
  4. Washington National Cathedral requires all employees to be fully vaccinated against COVID-19, including any boosters recommended and available to the general public, in the absence of eligibility for medical or religious exemptions.

Abilities, Knowledge, and Skills: 

Abilities:

  • Excellent interpersonal and communications skills with a helpful, friendly attitude.
  • Team-oriented disposition with strong customer service skills.
  • Ability to react to change quickly and positively.
  • Sensitivity to the needs of a diverse public, including the ability to interact with those in need of pastoral care.
  • Ability to overcome obstacles and think outside of the box when confronted with a complex problem.
  • Ability to prioritize high complex issues.
  • Represent themselves and the Cathedral professionally.

Knowledge and Skills:

  • Highly developed organization skills.
  • Proven skills of multitasking during periods of high volume.
  • Highly developed and proven communication skills. Ability to speak to large groups clearly and consistently.
  • Experience servicing donors and customers in a high touch environment.
  • Comfort working with a diverse range of people, specifically in a religious setting with people of diverse faiths and backgrounds; familiarity with Christian faith traditions, beliefs, and terminology preferred.
  • Knowledge and passion for history, the Episcopal Church, and Washington DC history.

Experience Preferred:

  • Proficiency in other languages is preferred.
  • Experience in events or the hospitality industry preferred.

Working Conditions:

  1. The position requires a flexible schedule, occasionally working outside of normal business hours, including evenings, weekends and occasional holidays. Regular schedule is expected to be Tuesday-Saturday.
  2. The position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, and stooping in the performance of daily activities.
  3. The position also requires grasping, repetitive hand movement, and fine coordination in preparing reports using a computer keyboard.
  4. The need to lift, drag, push, and pull files, reports and other materials weighing up to 25 pounds is also required.
  5. The position requires clear and consistent language and long periods of speaking to large groups.
  6. Acute hearing is also required when providing phone assistance.

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.

To apply, send a cover letter and resume, and please note job code C22-11, to [email protected].