Visitor Engagement Lead

Description

JOB SUMMARY:

The Visitor Engagement Lead supports the daily operations of the Visitor Center and Entrance Gate while providing frontline leadership to staff and volunteers. This position assists the Visitor Services Supervisor in coordinating visitor admissions, guest relations, group arrivals, special events, and front desk operations. The Lead serves as a working team leader, helping ensure smooth daily operations, excellent guest service, and consistent staff support. This position reports directly to the Visitor Services Supervisor.

ESSENTIAL DUTIES

• Assist with the daily operations of the Visitor Center, Exhibit Hall, Front Desk, and Entrance Gate. 
• Serve as a point of contact for VEAs and volunteers during assigned shifts. 
• Ability to work and provide coverage in all frontline positions, including the Entrance Gate, Front Desk, and El Retiro, while maintaining excellent guest service standards.
• Support opening and closing procedures and ensure assigned tasks are completed accurately. 
• Ensure visitors are greeted warmly and provided accurate information regarding admissions, memberships, events, and garden offerings. 
• Provide day-to-day coaching, guidance, and training to frontline staff and volunteers. 
• Assist in resolving visitor concerns and escalating issues to the Visitor Services Supervisor when needed. 
• Monitor lobby, gate, and public areas for cleanliness, safety, and presentation standards. 
• Report facility concerns to Facilities & Operations as needed. 
• Assist with cash handling, register balancing, and daily revenue procedures. 
• Respond to medical or guest incidents and follow established reporting procedures.      

Staffing and Team Support

• Help coordinate daily staff and volunteer assignments based on operational needs. 
• Communicate staffing shortages, scheduling concerns, and operational updates to the Supervisor. 
• Assist with onboarding and training of new staff and volunteers. 
• Promote a positive, service-focused team culture. 

Group Sales and Programming Support

• Assist with group arrivals by greeting and orienting visiting groups. 
• Support fulfillment needs including tours, vouchers, meal packages, and special requests. 
• Coordinate with internal departments to ensure successful group experiences. 
• Process group payments as assigned. 
• Help maintain group records and reservation details in internal systems. 

Events Support

• Assist with setup, operations, and breakdown of special events. 
• Provide leadership support for after-hours programs and seasonal events. 
• Help coordinate volunteers assigned to events. 

Administrative Duties

• Answer or direct visitor inquiries received in person, by phone, or online. 
• Maintain brochures, supplies, signage, and current visitor information. 
• Assist with data entry and maintaining Point of Sale records as assigned. 
• Perform other duties as assigned by the Visitor Services Supervisor or Director of Visitor Services. 

KNOWLEDGE AND ABILITIES

• Strong commitment to excellent customer service. 
• Strong verbal and written communication skills. 
• Ability to lead by example in a fast-paced guest environment. 
• Ability to remain calm and professional while resolving concerns. 
• Organized, dependable, and detail oriented. 
• Ability to work collaboratively with staff, volunteers, and other departments. 
• Proficiency with Microsoft Office and point-of-sale systems. 
• Ability to work a flexible schedule including weekends, holidays, and evenings as needed. Saturday through Wednesday. 

Requirements

EDUCATION AND EXPERIENCE 

• Minimum three (3) years' experience in customer service, hospitality, attractions, public gardens, or related field required. 
• Previous lead, trainer, or supervisory experience preferred. 
• Experience working with volunteers preferred. 

WORKING CONDITIONS

• Varied and flexible schedule including weekends, holidays, and after-hours events as needed. 
• Extended periods of standing, walking, and sitting. 
• Occasional lifting, bending, and outdoor work in varying weather conditions