Garden Lights Guest Experience Lead

Description

The Guest Experience Lead assists the Guest Experience Managers in the day-to-day operation of all aspects of the garden, including Ticketing, Visitor Center, and Call Center. This is a temporary position that will end 1/11/2026.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor guest and members of the garden to ensure proper garden etiquette is being adhered
• Comply with and maintain all departmental and garden policies, standards, and procedures
• Assist with training and developing team member employees, evaluate and document performance on an ongoing basis, recognize successes, and develop performance plans when necessary
• Partner with department Manager to maintain appropriate staffing levels in accordance with business needs, enforce all staffing and attendance policies, and maintain team member employment documentation
• Ensure all up-selling goals are being met with all staff in setting and monitoring the expectations and assist with the maintenance of department and garden-wide programs to boost staff morale and retention and to increase sales productivity
• Provide team members with the necessary information, tools, and feedback to effectively perform their job duties
• Respond to and take appropriate action to resolve concerns and issues both from garden guests and staff members
• Maintain a professional work environment within Visitor Experience locations. This includes setting clear behavioral expectations for subordinates and developing positive and professional relationships and communication lines with all subordinates, peers, managers and guests, serving as an example to all team members
• Assist in monitoring all ticketing inventory, such as receipt paper, garden maps, and ticket stock
• Perform hourly walks of the garden, conducting quality checks and maintaining aesthetics 
• Ensure that all staff is continually and consistently trained on all procedures needed to operate the Galaxy ticketing system and assist all cashiers with register and ticketing errors
• Supervise, train, and coach hourly staff includes performing weekly staff audits 
• Ensuring proper and on time opening and closing of operations
• Manage by walking around through Garden to ensure department goals and standards are met
• Ensure staff are trained, developed and equipped to meet department operating standards           
• Ensuring staff adherence to proper grooming standards
• All other duties as assigned

Requirements

QUALIFICATIONS

• Must be 18 years of age or older
• High school diploma or equivalent
• Two years of customer service management or equivalent experience preferred
• Must be able to work days, evenings, weekends and holidays to meet business needs
• Ability to work with a diversified workforce
• Must be able to work with, manage, and lead large groups of people
• Must be able to critically process situations and react quickly while using good judgment
• Ability to use and train others on the use of computers utilizing Microsoft Office and Galaxy systems
• Excellent communication, analytical, and problem solving skills
• Ability to handle and manage large sums of money accurately
• Ability to follow written and oral instructions and perform basic math functions
• Ability to perform effectively in a fast-paced environment and solve problems with minimal supervision
• Ability to utilize strong verbal and interpersonal skills
• Ability to organize, coordinate, and manage large groups of people

PHYSICAL REQUIREMENTS

• Sit and stand for long periods and walk
• Must be able to reach with hands and arms; and use hands to finger, handle, and feel
• Frequently required to climb or balance and stoop, kneel, crouch, or crawl
• Frequently required to talk and hear
• Occasionally lift and/or move carry, push, or pull at least 50lbs.  
• Specific vision requirements for this job include close vision, color vision, depth perception, ability to focus, and night vision
• Must be able to take directional cues directly or indirectly

WORK ENVIRONMENT

• Frequently exposed to outside weather conditions
• Regularly exposed to wet/or humid conditions, extreme heat or extreme cold
• Noise level of the work environment is usually moderate
• Environment can be moderate to fast paced

The above job duties and responsibilities describe the general nature and level of work for employees in this position, but this is not intended as an exclusive or all-inclusive inventory of all duties required of employees in this job.

It is the policy of the Atlanta Botanical Garden to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, reasonable accommodations will be made for qualified individuals with disabilities.

ABG Core Values

• Conservation: We value natural resources and ecosystems, making choices with the long-term sustainability of our planet in mind
• Excellence: We hold ourselves to high standards and expect commitment from each other to contribute to a positive image and reputation for the Garden
• Inspiration: We inspire through the creation of an environment that supports imagination and expression of beauty, providing joy, delight, and a deeper appreciation of plants for everyone
• Integrity: We demonstrate honesty, transparency, accountability, trustworthiness, and ethical behavior, exercising good judgment in our actions and communication
• Respect: We value the diversity of our coworkers, volunteers, and guests, holding each other in the highest regard