Visitor Operations Manager

Position description

This position is located in the Architect of the Capitol (AOC), in the U.S. Capitol Visitor Center (CVC). The CVC is the public’s front door to the U.S. Capitol, offering tours and education programs as well as supporting congressional events. Our goal is to inform, involve and inspire every visitor to the U.S. Capitol. The CVC has 200 employees across five divisions: Visitor Services, Exhibits and Education, Retail, Communications and Marketing, and Planning, Operations and Evaluation.

Duties

Duties

The individual selected for this position will: 

• Be required to work on Saturdays and holidays and may be expected to work Sundays and/or evenings in support of operations at the Capitol Visitor Center. 
• Be required to walk, talk and stand for hours, up to an entire shift. 
• Visitor Operations Supervisors are also required to walk up and down narrow flights of stairs, including the steep and narrow stairways utilized for tours of the U.S. Capitol Dome. 
• In addition, they are required to lift items which may weigh up to 20 pounds, such as stanchions and boxes. 
• Be required to work outdoors, in a variety of weather conditions, to facilitate the operations at the entrance and with shuttle service as well as during special events. 
• Lead a team of Visitor Assistants and Visitor Guides. 
• Provide supervision, leadership, and modelling of excellent customer service standards for subordinates who conduct tours, manage visitor flow and respond to inquiries both inside and outside of the Capitol. 
• Provide support and direction for the administration and implementation of visitor services programs.
• Ensure staff compliance with and consistent application of Capitol Visitor Center/AOC policies, practices and operational procedures. 
• Provide direction and guidance to CVC staff in the event of an emergency or evacuation to ensure safety. 
• Provide guidance during emergency evacuations and overall security screening while entering and/or exiting the United States Capitol. 
• Promote visitor satisfaction and/or resolution of visitor complaints by reinforcing to staff courtesy and customer service requirements while on tours or during the overall visitor’s experience. 
• Apply an expert knowledge of the history of the CVC and the Capitol. 
• Provide assistance to guests, international visitors, VIP’s and persons with disabilities. 
• Conduct visual inspections of all areas of operations, report and/or address safety issues, the presence of trash, debris and/or unattended items to the appropriate personnel. 
• As needed, lead tours for distinguished guests and members of Congress or speak during special circumstances about the history of the Capitol, CVC and/or artifacts retained in Exhibition Hall. 
• Supervise visitor operations by walking around inspect when/where problems exist and correct them as soon as possible. 
• Conduct routine spot checks for assigned post coverage. 
• Report non-functioning/missing equipment (e.g. headsets, transmitters, radio’s, etc.). 
• Assist with onboarding and training of new hires, special projects, events and research as required. 
• Supervise and assist with shuttle (6-person battery operated vehicle) training and operations, to include driving the shuttle as needed. 
• Provide support and collaborate with other CVC management officials to ensure consistency in the delivery of operational expectations. 
• Demonstrate solidarity with all staff in striving to achieve the strategic goals outlined for the CVC operations.

Qualifications

Requirements 

CONDITIONS OF EMPLOYMENT 

• You must be able to pass a drug test. 
• Your resume and question responses must demonstrate the job-related KSAs. 
• You must meet the definition of specialized experience. 
• Be required to work on Saturdays and holidays and may be expected to work Sundays and/or evenings in support of operations at the Capitol Visitor Center. 
• A citizen of the United States; A person who is lawfully admitted for permanent residence and is seeking citizenship as outlined in 8 U.S.C. 1324b(a)(3)(B); A person who is admitted as a refugee under 8 U.S.C. 1157 or is granted asylum under 8 U.S.C. 1158 and has filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible; A person who owes allegiance to the United States (nationals of American Samoa, Swains Island, and the Northern Mariana Islands, and nationals who meet other requirements described in 8 U.S.C. 1408)
• You must be able to pass a drug test and background check. 
• Your resume and question responses must demonstrate the job-related KSAs. You must meet the definition of specialized experience. Qualifications You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. 
• You must meet all eligibility and qualifications requirements by the closing date of the job announcement. 
• Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on the OPM web site at http://www.opm.gov/qualifications.

Specialized experience is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Candidates for the GS-11 grade level must have at least 52 weeks of specialized experience equivalent to the next lower (GS-10) grade level in the Federal service. 

Specialized experience is defined as experience providing leadership and supervision to a group of employees in a service industry such as a museum, visitor center, retail environment, or equivalent public venue with a strong emphasis on superior customer service.

Additional information 

Welcome Veterans. The Veterans Employment Opportunities Act of 1998 (VEOA) gives veterans' preference rights in the legislative branch to certain veterans as applied by the Congressional Accountability Act. Veterans' preference is applied on this vacancy announcement. If you are a veteran and have been separated under honorable conditions, you must submit a copy of your DD-214 or other proof of eligibility; SF-15, if applicable; and Department of Veterans Affairs documentation of disability, if applicable. For more information, please visit http://www.opm.gov/veterans/html/vetguide.asp#6. 

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. 

DRUG TESTING: The Architect of the Capitol (AOC) is a Drug Free Workplace. As part of the AOC’s suitability assessment, a candidate tentatively selected for a position who is not currently an AOC employee is required to submit to screening for illegal drug use. Satisfactory completion of a drug test is a condition of employment with the Agency. A candidate must test negative prior to being eligible for appointment into a position. We will schedule, provide and cover the cost for the drug test. 

The selectee(s) under the vacancy announcement for this position is subject to a criminal record check by the U.S. Capitol Police and satisfactory adjudication to be eligible for employment at the Architect of the Capitol. 

The Architect of the Capitol is an E-VERIFY Participant. E-VERIFY is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration records to confirm employment authorization in the United States. If you are selected for this position, the documentation that you present for purposes of completing the DHS Form I-9 will be verified through the DHS "E-VERIFY" electronic system. For more information on E-Verify, please visit http://www.dhs.gov/files/programs/gc_1185221678150.shtm 

The Architect of the Capitol is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, sex, religion, age, national origin, sexual orientation, gender identity, genetic information and/or disability. This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be made on a case-by-case basis. 

Moving expenses are not authorized. Relocation expenses are not authorized. 

Probationary Period - A newly appointed selectee is subject to the completion of a one-year trial/probationary period, regardless of whether or not a trial/probationary period has been completed previously with the Architect of the Capitol or another Federal agency. 

This vacancy announcement may be used to fill additional vacancies in any of the jurisdictions of the Architect of the Capitol. All application materials become the property of the Architect of the Capitol. 

How You Will Be Evaluated 

You will be evaluated for this job based on how well you meet the qualifications above. Review your resume and responses carefully. Your eligibility for consideration and qualifications for the position will be determined based upon a review of your detailed resume and your responses to job specific self-assessment questions. Your resume will be evaluated based on evidence of your ability to demonstrate the knowledge, skills, and abilities (KSAs) for this position, possession of any specialized experience, and how well your background and experience relates to the self-assessment questions in the job announcement. The self-assessment questions relate to the following knowledge, skills, abilities, and competencies: Customer Service Interpersonal Skills Oral Communication Manages and Organizes Information Problem Solving Managing Human Resources Administration and Management. Your responses to the self-assessment questions serve as the basis for your initial rating. You will receive a numerical score based on your responses to these questions. Next, your responses will be evaluated by a Human Resources Specialist and/or a subject matter expert against the information provided in your resume and optional cover letter. Your resume must support your answers to the self-assessment questions. Falsifying your background, education and/or experience is cause for non-selection or disqualification from further consideration. Please note that a complete application is required for consideration. (Please review the “Required Documents” section of this job announcement to see what must be included in a complete application).

Application instructions

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