Visitor Services Associate

Under the National Urban League (NUL), the Urban Civil Rights Museum in Harlem seeks an enthusiastic, welcoming, professional, and mission-driven part-time Visitor Services Associate to serve as the first point of contact for all museum guests.

About the Role

Visitor Services Associates help create an engaging, respectful, and memorable visitor journey while supporting admissions, guest engagement, ticketing operations, crowd flow, and museum hospitality. This role is ideal for candidates passionate about civil rights history, social justice, public engagement, and cultural institutions. Successful candidates will demonstrate professionalism, warmth, flexibility, and a commitment to delivering exceptional service to diverse audiences from around the world.

Responsibilities

• Visitor Services & Guest Engagement
  • Welcome and engage visitors warmly and professionally upon arrival.
  • Provide accurate information regarding exhibitions, museum policies, memberships, tours, and public programs.
  • Assist guests with wayfinding throughout the museum.
  • Help create a safe, inclusive, and respectful environment for all visitors.
  • Support school groups, tour groups, members, and special event guests.
  • Answer visitor questions regarding the Harlem community, museum history, and exhibitions when appropriate.
  • Always uphold the museum’s hospitality and customer service standards.
• Admissions & Ticketing
  • Process admission, membership, and group transactions using Ticketure software.
  • Scan timed-entry tickets and assist with visitor check-in procedures.
  • Support membership purchases, donations, and guest inquiries.
  • Accurately handle cash and credit card transactions.
  • Assist with opening and closing procedures for admissions operations.
  • Maintain accountability and accuracy in all financial transactions.
• Museum Operations Support
  • Monitor visitor flow and gallery capacity.
  • Communicate professionally with security, education, and operations teams.
  • Assist during public programs, high-volume days, and special events.
  • Report visitor concerns, incidents, or operational issues to managers promptly.
  • Maintain cleanliness and organization of front-facing visitor areas.
  • Support emergency procedures and museum safety protocols as needed.

Requirements

• Associate’s degree (required) or bachelor’s degree (preferred).
• Minimum 3 years of leadership experience in a visitor service-focused capacity (at a museum or cultural institution preferred).
• Prior experience in museums, cultural institutions, admissions, retail, hospitality, or tourism.
• Knowledge of Harlem history and/or civil rights movements.
• Experience working with diverse audiences and international visitors.
• Bilingual applicants are strongly encouraged to apply.

Skills & Knowledge

• Strong interest in civil rights history, African American history, museums, public history, or cultural institutions.
• Excellent communication and interpersonal skills.
• Demonstrated customer service or hospitality experience.
• Professional, dependable, and punctual.
• Comfortable working in a fast-paced public-facing environment.
• Ability to remain calm and professional under pressure.
• Availability to work weekends and holidays is required, in addition to working any combination of operating days Wednesday through Sunday.
• Computer proficient and comfortable learning ticketing systems.
• Ability to multi-task, prioritize, and execute multiple tasks during a shift.
• Comfortable speaking in large public settings.
• Math skills for cash handling purposes are required.

Schedule

• This is an in-person, part-time 20-hour/week position.
• Scheduled workdays will fall between Wednesday and Sunday, based on the museum's operational needs, and will include weekend shifts.
• May require working nights as needed.
• This position may be hybrid when the museum is closed.

Benefits

This position includes benefits.

Physical Requirements

• Must be able to lift up to 15 pounds at times.
• Prolonged periods of walking and standing to lead tours and facilitate workshops.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to stand, stoop, bend, sit, and climb for extended periods to move supplies, chairs, and tables, as well as set up programming spaces.