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.
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.
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. Prove 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.