Visitor Services Supervisor

Description

Position Purpose

Ensure a visitor service quality of excellence. Provide support to the Assistant Director of Visitor Services in the development and supervision of operations, activities, and staff, resulting in an excellence in service that is comparable to the best museums and destination attractions in the nation.

Are you ready to lead a team that brings the magic of the Garden to every visitor? Do you thrive on coaching, mentoring, and creating seamless experiences that make guests feel welcome and inspired? If solving problems, guiding a dynamic team, and delivering world-class service in a breathtaking outdoor setting sounds like your kind of challenge, the Visitor Services Supervisor role at the Desert Botanical Garden is calling your name!

Position Information: 

Job Type: Full Time

Pay: $25 - $27/hr

Schedule: Days, nights, weekends, around holidays

Essential Duties

• Oversee the daily staffing operations of Admissions, Visitor Center, Exhibits Gallery, Event Check in/Sales and member kiosk. Create and implement staffing schedules that fit the dynamic nature of Garden operations. Supervise, mentor, coach and evaluate key staff members. 
• Provide supervision of staff and help to manager visitor flow and access control. Communicate information about upcoming events or new developments within the department to Garden visitors and members. 

· Provide support to the Assistant Director of Visitor Services in the management of the Garden’s ticketing system, Ticketure, Square for sales. Provide other technological support as needed. 

· Coordinate group ticket sales and check-in, consulting with Event and Education teams. 

· Monitor phone/digital inquiries daily and opening/closing duties. Support onsite membership sales at admissions and through the call center. 

• Respond to visitors’ concerns, online and in person, in a manner that ensures a positive outcome for both the visitor and the Garden.
• Assist the Assistant Director of Visitor Services in the crafting policies and procedures for the Garden’s rental equipment. 
• Perform all Visitor Services Associate duties and provide coverage for Leads and Associates as needed.

Requirements

Competencies

• Ability to coach, mentor, and clearly guide with tact and patience
• Experience with ticketing systems. 
• Aptitude to learn and apply exemplary customer service techniques as part of a team centered, customer focused environment
• Ability to problem solve
• Flexibility and dependability of schedule including evenings, weekends, and holidays 

Equipment Used

Typical office equipment; this role will also use a cash drawer, credit card machine, telephone, headset, and two-way radio. 

Internal Communication

Frequent interaction with all Garden employees.

External Communication

All employees in Visitor Services will have frequent communication with guests and vendors.

Working Conditions

No physical effort beyond what’s typically required in a normal office environment. Requires flexible time schedule. Time periods of high workload may require additional hours. The noise level in the work environment is usually minimal to moderate. 

This role requires the ability to walk, sit, stand, stoop, kneel, bend, see, hear, speak, read, and type. Manual dexterity and the ability to lift up to 25 pounds required. The Garden is an outdoor venue, and while the offices and admission booth are climate controlled, walking between sites in extreme heat and occiasion cold is expected. Some roles/shifts may be outdoors, even in inclement weather.

Reasonable accommodations may be made, when necessary and feasible, to allow a qualified individual to perform essential job functions.

Diversity, Equity, and Inclusion

Desert Botanical Garden is an Equal Opportunity Employer and considers all applicants without regard to race, religion, color, sex, gender identity and/or expression, sexual orientation, marital or parental status, age, national origin, veteran status, disability, or any other status protected by law.

The Garden fosters and supports workplace diversity, equity, and inclusion to honor the unique perspectives, experiences, and contributions of all, to celebrate successes, and to cultivate individual and institutional excellence.

All employees will help add to the Garden’s diversity and fully embrace it. 

This job description is not intended to be an exhaustive list of all duties, responsibilities, and deliverables of the role. This is not a contract and should not be viewed as such. Other duties may be assigned by supervisor and/or his/her/their designee.