Museum Experience Associate

Museum of Solutions

Museum Experience Associates

Work Type Work from Office

Location: Mumbai

Position: Full time

Department: Operations / Visitor Experience

About MuSo

Museum of Solutions (MuSo) aims to empower children to become critical thinkers, innovators, and problem-solvers. Through immersive exhibits, MuSo provides an inclusive space where children can explore diverse methodologies and develop their ideas to make a positive impact on the world. Children are encouraged to question, collaborate, and dream together, while partnerships are fostered to develop solutions. MuSo creates unique journeys for each child, rooted in reality, and inspires them to take action to solve global challenges.

About the role

Museum Experience Associate is a staff member responsible for creating a positive and engaging environment for children and families visiting a children's museum. The primary role of an Experience Associate revolves around facilitating interactive, empathetic, thoughtful & joyful educational experiences for visitors, primarily children of various ages.

Key responsibilities

Guest experience and visitor engagement service

• Be an ambassador for MuSo; ensure that every guest's experience at MuSo meets or exceeds expectations, specifically through inclusive, culturally appropriate, positive and memorable interactions with a friendly and sincere approach.
• Treat every guest with respect and provide friendly, courteous communication by orienting them to the building and informing them of the exhibits areas and programs.
• Provide excellent guest service, and facilitate guests' experience and journey through a proactive and thoughtful interaction.
• Contribute to a positive, team-based, and guest-first centric culture.
• Attend guest queries/complaints. Amicably resolve matters with dissatisfied guests.
• Manage any situation with overcrowding in relation to the maximum capacity of the area or around a particular exhibit.
• Comfortably facilitate and manage exhibits spaces and components.
• Collect and communicate guests' feedback and suggestions.
• Follow and perform the daily opening/closing protocols and procedures including (without limitation) routine cleaning, restocking, and preparation of program materials.

Exhibit area & Knowledge

• Have an honest and comprehensive understanding of MuSo’s philosophy and developmental, pedagogical, and other learning objectives
• Develop a deep understanding of the learning opportunities for each exhibit and entire gallery as well
• Understand and stay current with the exhibit and program initiatives
• Participate in training programs designed to enhance interaction with guests.
• Working collaboratively with other museum staff to ensure the smooth operation of the facility (and each and every gallery/corner) within the premises is highly presentable (clean, tidy, supplies in proper place, well organized, properly maintained, etc.)
• Keeping the inventory records of consumables & props used in the exhibits
• Promoting museum memberships, special offers, and merchandise to visitors.

Schools, Events & Workshops

• Conducting scheduled educational programs, workshops, or demonstrations that align with the museum's mission and educational goals.
• Manage groups of children from schools, birthday parties and other special activities.

Safety / Security

• Provide a safe environment for all guests, specifically for the children.
• Communicate any safety/ performance issues regarding exhibits components
• Adhere to all policies and procedures of MuSo.
• Assist guests in case of an incident or an emergency situation
• Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed
• Attend training and be prepared to perform emergency procedures (i.e. fire evacuation, accident reporting, etc.)

Other Responsibilities

• Working with other colleagues, proactively contribute to the success of any special events and programs
• Work effectively with volunteers/ temporary staff (many of whom are expected to be students who are not likely to have extensive work experience)
• Perform other duties and be involved in projects and activities that contribute to the achievement of MuSo’s objectives

Traits & Characteristics

• Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment
• Lots of positive energy; respectful of diversity; patient; empathetic; friendly; kind
• Interest and enthusiasm for working with children and families
• Adaptable to perform a variety of duties
• Excellent communication skills and ability to interact positively with children, adults, and large groups
• Experience working in a fast-paced, high-volume environment
• Ability to work with diverse staff and guests.

Physical Demands

• The role is expected to be physically demanding and the candidate must have the physical and emotional capacity to deal with the role’s requirements.
• This position requires the ability to do one or more of the following throughout the day: stand, sit, walk, bend, and reach above and below shoulder level, carrying objects of differing sizes. Involves frequent repetitive motion.
• The noise level in the work environment is highly variable, from quiet to loud.
• The working timings include morning and/or evening shifts. Weekends and holidays work are required.
• Uniform/dress code required.

Required Qualifications

• Bachelor's degree in a relevant field such as Museum operations, Retail operations
• Advanced course or experience in Customer service, museum operations, retail operations, hospitality
• Prior experience working with children in Amusement parks, recreational, or museums.
• Experience working with young children (ages 1-18) and their families in recreational settings, after school programs or classrooms.
• Excellent grasp of the English and Hindi language. Marathi and other Indian languages are a plus.

Supervision:

Under the supervision of Museum Experience Manager