Supervisor, Visitor Services

Summary: Supervises all daily admissions and provides ticketing/CRM support to the Visitor Services Department. Provides direct supervision and support to the Visitor Services Attendants. Ensures a high level of customer service to our public groups, members, and other Garden staff on-site, on the phone, or via online/social media contact.

Essential Duties and Responsibilities:

• Interviews, hires, trains, coaches, disciplines and manages staff with oversight from the Manager of Visitor Services
• Provides leadership, motivation, training, and supervision; promotes a culture of teamwork and mutual support; monitors employee productivity, workload, and morale with the goal of promoting employee satisfaction while accomplishing the Garden's mission.
• Performs opening and closing duties. In general, make sure everything is presentable and everyone has the tools and information they need to take care of visitors. Send emails and distribute reports on the day's activities, close down, straighten and secure the ticketing area.

• Trains staff and keeps current on the Gardens Ticketing/CRM system and Visitor Services' policies and procedures. Conducts performance reviews for direct reports.

• Schedules staff according to visitor patterns. Uses the facility usage report to adequately staff for events, school and tour groups, and special trams.
• Ensures the equipment, money, and supply inventory is adequate for seasonal operation and events are available and current procedures are communicated.
• Maintains strict oversight of the control room and cash handling procedures. Tracks and investigates cash overages and shortages on an ongoing basis.
• Maintains and updates the VS procedures manual and ticket counter resources.
• Maintains tram operations including reporting, audio management, general maintenance coordination, private tour and after hour booking, and staff training.
• Approves timecards, compiles payroll, and submits bi-weekly to the controller's office.
• Prepares and reconciles the VS daily, weekly, and monthly attendance and revenue reports using the ticketing/CRM system data. Creates custom reports as needed.
• Works with fellow supervisors to fully facilitate group visits. Manages entire group booking process from inquiry, to booking reservations, welcoming on site, and handling post visit feedback with group leaders. This includes visits during normal operational hours as well as after hour groups, and special events.

• Prepares regular event reports for annual festivals, shows and special events.
• Ensures that all applicable safety standards are followed: informs employees/students/volunteers of safety guidelines and safe working practices and routinely monitors to enforce them.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors/managers, volunteers, visitors, and employees.
• Performs other duties as required.

Supervisory Responsibilities: Supervises Visitor Services Attendants.

Core Competencies:

• Communication - Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration - Demonstrates teamwork and promotes respect in the workplace; Engages in problem-solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptability to changes; Effectively prioritizes, troubleshoots, and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitors and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in the decision-making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety, and security protocols; Fosters a culture of respect, diversity, and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours. (for a leadership role, included Leadership Competency)
• Leadership: Leadership competency incorporates a cluster of knowledge, skills, and abilities required for the management of people, budgets, and assigned business functions/operations

Qualifications/Experience:

• Minimum of two (2) years' experience in retail, customer service, and/or sales environment required.

• Knowledge of sales principles, customer service principles, and processes required.

• Prior experience in directing the work of others is required.

• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and working in close proximity to the general public, in a safe and friendly manner.
• Demonstrated ability to work effectively in a fast-paced, high-volume environment.

• Demonstrates the highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures, and systems.

• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision.
• Scheduling flexibility that allows working weekends, evenings, and holidays is required.

• Exceptional demonstrated project management, organizational, time management skills, problem-solving, and conflict resolution skills required; ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects in a timely manner.
• Adherence to all health and safety guidelines.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.
• Must possess and maintain a valid driver's license in order to drive the tram.

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education and/or Experience:

• Bachelor's degree preferred.
• An equivalent combination of skills, education, and experience may be considered.

Computer Skills:

• Proficient experience using Microsoft Office suite (i.e., Outlook, Excel, Word,) and POS software knowledge required.
• Expected to learn all aspects of current ticketing/CRM system in order to provide staff training and a high level of customer support.
• Solid Internet research skills.

Language Skills:

• Ability to communicate effectively in English (verbal and written).

Mathematical Skills:

• Proficient H.S. math aptitude - requires the ability to perform addition, subtraction, multiplication, and division; calculate percentages and decimals.

• Must understand U.S. currency and be able to make a change.

Reasoning Ability:

• Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Certificates, Licenses, Registrations:

Physical Demands:

• Ability to lift 30-60 pounds (i.e. trams).
• Requires standing, walking, bending, stooping, and reaching for extended periods. of time-- 75% or more of the workday is standing on feet.
• Ability to effectively utilize computer keyboard (typing) and cash register.

• Requires extensive speaking and interaction with people.

• Ability and willingness to work in varying temperatures and all weather conditions.

• Ability to routinely operate copier, printer, fax, and computer.

Work Environment:

• Fast-paced, hectic, crowded, and team-oriented environment.
• Ability to work outdoors in all weather conditions (i.e., in temperatures over 100F as well as temperatures below 0F, in the rain, snow, and other inclement weather conditions as needed).
• Comfortable working in immediate proximity to the general public, in a safe and friendly manner, answering general questions regarding the Garden's operations, events, facilities, etc.

Contacts with Individuals/Organizations inside/outside the Garden:

• Visitors, volunteers, members, and Garden employees on a daily basis in person, online, and via telephone.

Supervisor (title not person):

• Manager, Visitor Services