Visitor Experience Lead

ABOUT US

Franklin Park Conservatory and Botanical Gardens offers world-class horticulture, art & nature-based exhibitions and educational programs. The 13-acre indoor and outdoor facility—situated two miles from downtown Columbus—features glasshouses including the historic John F. Wolfe Palm House; botanical gardens including the Scotts Miracle-Gro Foundation Children’s Garden and Scotts Miracle Gro-Foundation Community Garden Campus; and event venues. The Conservatory is home to the largest collection of Chihuly glass in a botanical garden and Light Raiment II by internationally renowned artist James Turrell. Committed to the community, the Conservatory strives to provide an accessible and welcoming experience to all.

MISSION

As a premier botanical garden destination, we connect people to nature and create life enhancing experiences.

VISION

Envision a world that celebrates nature as essential to the human experience.

JOB SUMMARY

The Visitor Experience Lead is a guest relations role model providing outstanding customer service both in person and on the phone, while facilitating the daily operation of the Visitor Center. The Lead provides guidance, training, scheduling, and coaching to assigned staff, creates and distributes daily calendars, end of the day reports, and provides support for family fun programming and the group tour business.

Additional Information: This is a full-time, non-exempt position. This position is eligible for the Conservatory's benefit package offered to full-time employees, which includes medical, dental and vision insurance, company paid Life/AD&D/Short-Term and Long-Term Disability insurance, participation in the Ohio Public Employees Retirement Program (OPERS), optional 457(b) Deferred Compensation plan, generous Paid Time Off (PTO), and complimentary membership to the Conservatory.

Compensation: $18/hour paid biweekly.

RESPONSIBILITIES

• Provides excellent customer service while assisting guests with class registration, ticket purchases, and membership sales both in person and by answering the main phone line.

• Under the direction of the Visitor Experience Supervisor, coordinates operations and activities of the Visitor Center during assigned shifts; including training, mentoring and scheduling of Visitor Experience Associates.

• Proficient in all aspects of the registration and point of sale systems, including handling all types of transactions, facilitating open and closing procedures, and capable of problem solving issues.

• Follows established policies when handling complaints and refunds.

• Maintains the appearance and upkeep of the Visitor Center.

• Participates in the interviewing, selection, and provides performance appraisal feedback for all VE team members.

• Completes the Conservatory’s daily schedule “Order of the Day” and End of Day reports and distributes to appropriate staff.

• Acts as weekday Manager on duty as assigned.

• Assists with the sales, scheduling, and logistics of the Conservatory’s group tour programs; greets buses and leads large groups on tours of the Conservatory.

• Supports the public programming created by the Visitor Experience team with planning, booking, and logistics management as assigned.

• Consistently demonstrates knowledge of all Conservatory’s activities including admission policies, information about exhibitions, events, education classes and membership benefits, and communicates these details to Visitor Experience staff.

• Demonstrates a focus on serving visitors and guests of the Conservatory.

• Performs other duties as assigned.

KNOWLEDGE AND EXPERIENCE REQUIRED

• High School Diploma or Equivalent required.

• Proficient with point of sale software, online reservation systems and Microsoft Office suite.

• 1-2 years’ experience in retail sales or museum/attraction visitor experience and customer service.

• Prior supervisory experience is preferred.

• Knowledge of proper cash handling procedures, register operations and office machines such as calculator, postage machine, copier, fax and multi-line telephones.

• Ability to work weekdays and weekends; occasional evenings and holidays.

SKILLS REQUIRED AND RESULTS TYPICALLY ACHIEVED

• Expert skills in providing positive and friendly visitor/guest interactions.

• Ability to accurately count cash, reconcile numbers, and provide analysis regarding attendance, membership sales, and daily ticket sales.

• Ability to demonstrate flexibility, tact, and diplomacy with internal and external customers.

• Expert organizational skills, resulting in tasks completed on time and with strong attention to detail.

• Ability to demonstrate enthusiasm about the Conservatory and knowledge of its events and exhibits.

• Expert presentation and communication skills, including public speaking.

• Ability to supervise and mentor staff in a positive and encouraging manner.

EEO Statement:

Franklin Park Conservatory and Botanical Gardens is an Equal Opportunity Employer. The Conservatory does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, lactation status, gender identity or expression, sexual orientation, age, disability, veteran or military status, genetic information, or any other protected status. The Conservatory values diversity and is committed to creating an inclusive environment for all employees.

Salary : $18