Job description

Daniel Stowe Botanical Garden is a nationally distinguished public garden known for its vibrant and eclectic collection of plants and elegant seasonal displays. The Garden includes over 14 acres of outdoor display beds, including formal gardens, perennial gardens, and annual display beds. The Visitor Services Lead is an integral member of the admissions and front desk team and is primarily responsible for providing excellent customer service & support to each visitor of the Garden, while also overseeing the activity and staffing of the visitor services desk. Serving as the lead for the visitor services team, this role will ensure exemplary execution of all admissions processes. An ideal candidate will have excellent interpersonal skills, superb attention to detail, excellent customer service skills, management and motivational skills and represent the organization in the highest form.

• This is a full-time position, with a Wednesday – Sunday work week.

Responsibilities:

• Understands the importance of each guest to the Garden and drives excellence to ensure an optimal experience in every way.
• Provides oversight to the visitor services team assisting with recruitment, training, leading group projects, department initiatives, daily production management and performance assessment and evaluations.
• Develops, maintains, and edits monthly staffing schedule for the visitor services team to ensure the highest level of service for guests of the Gardens.
• Effectively and accurately, communicates to all Garden staff information regarding current and upcoming events, current trends, anticipated changes in customer flow or other needs as dictated by other organizational changes.
• Communicates plans and procedures to ensure sufficient product knowledge for communication to staff as appropriate.
• Utilizes and promotes proper suggestive sales techniques to aid in customer service and increase sales for the organization.
• Oversees the processing of membership enrollment and cards, including physical and digital cards.
• Oversees and maintains all aspects of reservations for group tours, assuring that booked events are communicated to appropriate staff/vendors.
• Assists with the oversight and maintenance of protocols and procedures to ensure excellent admissions, membership, and reservation processes for guests.
• Serves as the primary contact for answering phones, when callers opt to bypass voicemail system, and answers and tracks questions from callers, forwarding and following up as appropriate.
• Serves as the primary contact for e-mail queries and forwards to appropriate staff and follows up as appropriate.
• Supports all Garden programs and events.
• Serves as the manager on duty as needed, representing the Garden and serving as the point person to oversee general operations, opening and closing, and making general decisions on behalf of the Garden as necessary.
• Exemplifies the Garden Mission Statement and supports staff, departments and leadership in pursuing and achieving goals.
• Performs any other duties needed to help drive to our vision, fulfill our mission, and abide by our values.

Requirements:

• Excellent interpersonal skills and the ability to interact with a diverse audience.
• Excellent customer service and telephone skills
• Excellent verbal and written communication skills
• Computer skills including Microsoft Outlook, Word, Excel and PowerPoint; database management experience preferred
• Competent, error-free typing skills
• Ability to work evenings and weekends to meet Garden's needs.
• Must be willing to serve all guests equally regardless of their race, color, religion, national origin, age, gender, marital status, disability, veteran status, genetic information, gender identity and/or sexual orientation.

Physical Requirements:

• Constant
• Sitting
• Frequent:
• Walking
• Standing
• Reaching
• Bending & stooping
• Occasional
• Lifting & carrying
• Grasping & twisting
• Pushing & pulling

Experience & Education

• Minimum of a high school diploma, bachelor's degree preferred in relevant field of study.
• Minimum of 3 years in customer service or sales.
• This is a full-time position, with a Wednesday – Sunday work week.

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