Museum of Experience Facilitator

Museum of Solutions
Museum Experience Facilitator
Job Description
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
The Museum Experience Facilitator is a key professional responsible for planning and delivering all programs, with a focus on delivering design thinking courses, workshops, and activities for children, families, and school groups. The Facilitator will play a crucial role in creating an engaging and interactive learning environment within all Museum floors. The Museum Experience Facilitator is also responsible for ensuring that the visitor experience is child-based, accessible to a wide audience, and reflects the mission of MuSo. They will supervise the Museum Experience Associates and museum volunteers to ensure sufficient staffing coverage in exhibit spaces. The Facilitator will also oversee and coordinate daily floor operations to enhance visitor engagement, satisfaction, educational impact, and safety by maintaining exceptional standards of customer service, cleanliness, and physical appearance of all publicly accessible spaces. The role involves working closely with cross-functional teams, educators, operations staff, and guest services personnel to ensure the museum provides a seamless and enriching experience for all visitors.

Specialty Duties
This Facilitator position involves ongoing coaching and mentoring of Museum Experience Associates and volunteers who benefit from a supported employment environment. The Facilitator will also conduct orientations for school groups and birthday groups.

Key Responsibilities
In terms of program facilitation, the Facilitator is responsible for ensuring workshops are engaging, inclusive, and support children in developing critical skills like communication and collaboration. They will also be responsible for guiding children in developing these skills and adapting workshop content and delivery techniques to accommodate diverse learning styles. The Facilitator will serve as an ambassador for MuSo, ensuring that every guest's experience meets or exceeds expectations, with a focus on inclusive and culturally appropriate interactions. They will oversee the museums front-line staff, including Museum Experience Associates, Receptionists, and Event Coordinators, and ensure exceptional customer service is provided. In terms of guest experience and visitor engagement, they will enhance strategies to improve the overall visitor experience and ensure it aligns with the museum's mission and goals. The Facilitator will also ensure safety, security, and cleanliness procedures are followed by the Floor Staff.

Regarding facility and exhibit area management, the Facilitator will supervise and oversee operations at exhibit floors to ensure efficient functioning. They will assist the Floor staff in maintaining opening and closing standards and ensure cleanliness standards are updated as needed. The Facilitator will also oversee the maintenance and upkeep of exhibits and play areas, working closely with the Facilities Manager. They will also plan and execute the installation and dismantling of temporary and permanent exhibits.

In terms of schools, events, and workshops, the Facilitator will conduct scheduled educational programs, workshops, or demonstrations that align with the museum's mission and educational goals. They will manage groups of children from schools, birthday parties, and other special activities.

The Facilitator is also responsible for ensuring a safe environment for all guests, specifically children, and will communicate any safety or performance issues regarding exhibit components. They will assist guests in case of an incident or emergency and take ownership of the facility's safety, reporting any repairs or changes needed. They are required to attend training and be prepared to perform emergency procedures, such as fire evacuation or accident reporting.

Other Responsibilities
The Facilitator will proactively contribute to the success of any special events and programs, working effectively with volunteers and temporary staff, many of whom are students with limited work experience. The Facilitator will also perform other duties and participate in projects and activities that contribute to the achievement of MuSos objectives.

Traits & Characteristics
The Facilitator must be a self-starter, self-motivated, and thrive in a team-oriented and collaborative environment. They should have a lot of positive energy, be respectful of diversity, patient, empathetic, friendly, and kind. They must have a genuine interest in working with children and families and be adaptable to perform a variety of duties. Excellent communication skills are essential, as well as the ability to interact positively with children, adults, and large groups. The role demands experience in working in a fast-paced, high-volume environment, with the ability to work with diverse staff and guests.

Physical Demands
The role is expected to be physically demanding, requiring the ability to stand, sit, walk, bend, and reach above and below shoulder level, carrying objects of varying sizes. The noise level in the work environment may vary, from quiet to loud. The working hours include morning and/or evening shifts, with weekend and holiday work required. A uniform or dress code is required.

Visitor Analytics and Feedback
The Facilitator will use visitor feedback to continuously improve the museum experience and implement strategies to handle visitor inquiries, complaints, and feedback effectively. They will develop action plans based on feedback to enhance the guest experience.

Required Qualifications & Traits
Candidates must have a Bachelor's degree in a relevant field such as Museum Studies, Arts Management, Education, or a related discipline. A minimum of 3 years of experience in the education field is required. Previous experience working in a museum or cultural institution, especially in roles related to education, visitor services, or related areas, is highly beneficial. The Facilitator must be a hands-on manager with sound judgment and diplomacy when interacting with staff and visitors from diverse ethnic, cultural, social, and economic backgrounds. Strong leadership skills and experience managing teams and coordinating staff activities are essential. Excellent communication and interpersonal skills are required, along with conflict resolution and problem-solving abilities. Comfort with multitasking, strong organizational skills, and bilingualism are desirable. The candidate should have a genuine passion for education, art, and culture and an appreciation for the role museums play in society.

Supervision
The role reports under the direction of the Head of Operations at MuSo.