VISITOR SERVICES LEAD

Description

Support staff and oversee daily operations. Provide visitor service quality of excellence service to Garden Members and Guests in a friendly and positive manner, efficiently facilitate admission to the Garden, event and membership sales, and correctly answer inquiries for information about the Garden's mission, history, exhibits, events, and programs.

Essential Duties

• Directly support the needs of the Visitor Services Associates
• Support Visitor Services Supervisors in the daily operations of Admissions Booth, Call Center, and Visitor Center while on duty.
• Respond to guest concerns in a manner that ensures a positive outcome for both the guest and the Garden.
• Check phone messages and online communications daily.
• Support daily opening and closing procedures/duty including daily reconciliation of cash drawers
• Become proficient in policies and procedures for the Garden's rental equipment
• Initiate and process event tickets using computer based cash register (cash, check, credit card, and purchase order); balance total sales with cash on a daily basis
• Answer inquiries about the Garden's mission, exhibits, events, and programs
• Work closely with volunteers, Garden staff, and service partners to promote and sell memberships, events, and classes to all Garden members and guests
• Efficiently respond to the high volume of inbound calls, e-mails, or digital messages regarding special event ticket/reservations, billing issues/disputes, directions, and Garden information.
• Maintain current knowledge of pricing structure and discount opportunities, including corporate discounts
• Provide information and sell various departmental services such as classes and volunteer opportunities
• Assist guests with rental items, including umbrellas, binoculars, wheelchairs, electric scooters, and strollers

Requirements

• Strong customer service expertise
• Excellent communication skills and the ability to interact effectively with a wide variety of Garden members, guests, volunteers, and staff.
• Ability to multi-task in a fast-paced environment while maintaining accuracy, efficiency, and professionalism
• Ability to stand for extended periods of time while assisting guests in an outdoor environment
• Flexibility and dependability of schedule to include weekends, holidays, and evenings.

Salary range: $22.00 - $24.00 per hour

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. Time periods of high workload may require additional hours. The noise level in the work environment is usually minimal to moderate.

The Garden is an outdoor venue, and while the offices and admission booth are climate controlled, walking between sites in extreme heat and occasional cold is expected. Some roles/shifts may be outdoors, even in inclement weather.

Must be able 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.

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.