JOB ANNOUNCEMENT – VISITOR EXPERIENCE ASSOCIATE

POSITION TITLE:

Visitor Experience Associate

REPORTING RELATIONSHIP:

Reports to the Visitor Services Manager

SUMMARY DESCRIPTION OF POSITION:

The Visitor Experience Associate serves as the first point of contact for all Garden visitors, and therefore plays a critical role in the success of South Coast Botanic Garden (SCBG). The Visitor Experience Associate has responsibility for providing positive engagement whenever possible — whether processing financial transactions in our ticket window, answering telephone and email inquiries or providing inspirational moments in the role of a tour guide, workshop facilitator, greeter or outreach presenter.

The Visitor Experience Associate will present the tools, enthusiasm and information necessary for a positive and memorable guest experience. The Visitor Experience Associate will interact with a broad range of people daily, including garden visitors, special event guests, professional vendors, SCBG donors, venue rental clients and more. In addition to making all guests feel welcome and valued; this position is accountable for processing admissions, event tickets, class registration, memberships and donations.

The Visitor Experience Associate is expected to maintain a high level of courtesy and professionalism with both visitors and fellow team members. The ideal candidate is a team player who is service-oriented, has a strong attention to detail, has exceptional interpersonal skills and takes pride in providing a memorable visit for every guest. The position offers an opportunity to work alongside a group of professional, hard-working, dedicated people who are all empowered to do whatever it takes to deliver an extraordinary visitor experience.

RESPONSIBILITIES AND DUTIES:

Essential Functions

• Create a welcoming and warm experience for all SCBG visitors
• Inspire guests to have an excellent visit
• Upsell membership to visitors
• Encourage membership renewals and upgrades to current members
• Open and close the Visitor Services Center, close and secure office at end of day
• Make announcements on the Garden intercom
• Provide effective customer service in-person and over the phone
• Answer inbound telephone calls and provide customer service
• Generate interest in SCBG’s offerings by effectively explaining them to visitors
• Suggest events, programs and membership offerings to visitors, based on their interests
• Demonstrate a well-rounded understanding of SCBG’s mission
• Partner with facilities staff and events staff to deliver an exceptional visitor experience
• Lead guided tours when assigned
• Assist with creative, hands on activities and workshops to engage guests
• Assist with class sign ups and registration
• Assist customers with ticket exchanges and/or returns
• Use creative problem solving when responding to guest concerns. Resolve customer services issues and/or elevate them to Management when appropriate
• For membership program, ensure visitor data is entered into database in a consistent and timely fashion
• Reconcile cash/checks and charges with ticket sales daily
• Meet personal/team sales targets for membership and donations
• Handle confidential media/information with discretion
• Perform administrative tasks
• Treat all SCBG employees and visitors with respect and maintain a positive work environment
• Be a positive advocate for the SCBG’s community and employee culture
• Other duties as assigned

EQUIPMENT USED:

• Cash register and POS system, credit card processing machine, phone, calculator, copier, computer, fax machine, printer, hand-held (two-way) radio.

PHYSICAL DEMANDS:

• Ability to work outdoors, in all weather conditions, as needed
• Extended periods of time standing and walking
• Ability to be “on-stage” during work hours, by presenting a positive and pleasant atmosphere for guests
• This position occasionally requires lifting of up to 15 pounds

QUALIFICATIONS:

• BA/BS or equivalent preferred
• Two years retail experience or working in a public garden, museum or relevant attraction
• Cash handling/cash register experience
• Customer service experience
• An approachable, friendly, enthusiastic personality
• Reliable attendance
• Excellent verbal, written and interpersonal communications skills
• Ability to work with diverse cultures, backgrounds and personalities
• Must be able to work a flexible schedule, including nights, holidays and weekends
• Must be able to handle simple calculations and money transactions
• Must be self-motivated, have a good sense of humor, focus and a strong work ethic
• Good working knowledge of computers and familiarity with general office technology
• Basic knowledge of Word and Excel necessary
• Bilingual in Spanish and English preferred, but not required
• Neat and professional appearance

This is a non-exempt, part-time or full-time (depending on the candidate selected) position and may be scheduled on weekends, evenings and holidays depending on the needs of the organization.

To apply, please submit a cover letter and resume to visitorservicesjobs@southcoastbotanicgarden.org.