Nicole, you have been Head of Visitor Services at phaeno for almost two years. What was it about this job that particularly appealed to you?
I was fascinated by the complexity of this job right from the start. I love the direct contact with people - families, school classes and tourists from all over the world come together at phaeno. This diversity makes every day different. At the same time, I was attracted by the opportunity to shape the position in a completely new way.
The visitor service combines several areas at phaeno: visitor support on the exhibition grounds, educational programmes in the laboratories and didactic work with schools and daycare centres. Organising this interaction in such a way that our guests not only have an enjoyable but also an inspiring day is a great task - and a real joint project.
Your team ensures that everything runs smoothly on the exhibition area. What exactly does this involve?
This is only one part of our field of activity, but it is a very visible one: on site, we take care of the reception, answer questions, help with the exhibits, coordinate guided tours and ensure that the atmosphere is right.
But there are also our visitor laboratories, where children and adults can experiment for themselves, as well as our collaboration with schools and daycare centres. This is about the didactic orientation of our programmes - in other words, how we make scientific topics tangible. Behind the scenes, organisation, training, didactics and communication flow closely together.
What are you currently working on specifically - are there any projects or focal points that are particularly close to your heart?
Of course, the focus is currently on the big anniversary celebration. We want to offer our guests an all-round special experience - from the welcome to the farewell. At the same time, I am concerned with topics that have a long-term impact: How can we develop our line further? How can we harmonise visitor flows, personnel planning and quality?
As our visitor numbers fluctuate greatly, it is often a balance between planning, flexibility and team spirit. But it is precisely this dynamic that characterises everyday life at phaeno.
The phaeno will soon be celebrating its 20th anniversary. What are you most looking forward to?
To the many encounters! I look forward to seeing guests who have been loyal to us for years, as well as curious first-time visitors. But above all, I'm looking forward to seeing my team in action - because this day will show what we have achieved together.
What are the challenges in visitor service?
Were there situations in which you and your team had to get really creative to solve a problem?Oh, all the time! Whether a lift breaks down, an experiment suddenly goes on strike or a school class arrives late - no two days are the same at phaeno. The only thing that helps is to stay calm, think creatively and act pragmatically.
We have to find solutions that work for the guests without them realising what's going on in the background. I can always rely on my team without reservation. This mixture of improvisation, communication and teamwork is at the heart of our job - and that's what makes it so exciting.
What happens behind the scenes there?
What happens behind the scenes that visitors don't realise?
Quite a lot! We regularly check the functionality of the exhibits and ensure order and coordination between the departments. We also train our pwm- phaeno women and men so that they are professionally fit and confident communicators.
If everything looks smooth for the guests, then we've done a good job in the background - that's our goal.
Is there a highlight from your day-to-day work that you particularly remember?
Many! It's especially nice when children enthusiastically explain to us what they've just discovered. Once a boy said quite seriously: "The phaeno is better than magic." But also young people who visit us and then spend hours looking at our exhibits. These are the little moments that show that we are making a difference.
And finally: What do you personally love most about phaeno?
It's the mixture: the special architecture, the fascinating exhibits - but above all the encounters with people. When I see that guests are enthusiastic and go home with a smile, I know that we have done everything right.
With passion, organisational talent and an open ear for guests and employees, Nicole Gackenholz ensures that the phaeno is not only exciting, but also welcoming.
Thank you Nicole
