Visitor Services Manager

Job Description

Job Description

Description:

Classification: Exempt

Organization Description

Naples Botanical Garden is a 170-acre world-class paradise, featuring the flora and cultures of the tropics and sub-tropics including Brazil, the Caribbean, Southeast Asia, and Florida. The Garden’s mission is to connect people and plants through display, education, conservation, and applied science. The Garden has beautifully restored native habitats, cultivated gardens, walking trails, and public programming that offer education and enjoyment for people of all ages. Naples Botanical Garden is a 501(c)3 organization.

Position Summary: This position manages the Visitor Services team who provides premier frontline customer service experience and ticketing sales to the Garden’s more than 230,000 annual visitors. The position is responsible for overall guest relations and collaborates closely with staff members across the organization to ensure knowledge of daily Garden activities and potential visitation interruptions. The position sets an example of exemplary customer service for all who interact with the Garden and is responsible for leading guests on a journey from visitor to member to donor.

Primary Duties and Responsibilities:

• Manages all aspects of the Visitor Services team including payroll and scheduling for all coverage needs (onsite sales, phone coverage, and evening hours for events as needed).
• Keeps team up to date on all daily happenings at the Garden and encourages team to be familiar with the grounds.
• Provides ongoing training as appropriate for the Visitor Services team in all aspects of work.
• Seeks out external training for self and team as needed.
• Works closely with the Membership team to convert visitors to members and defines membership sales strategy within the Visitor Services team.
• Works closely with the Business Development team to ensure all third-party activities are managed appropriately onsite.
• Works closely with the Education and Visitor Experience team to ensure a quality experience for all guests.
• Works with the Director of Guest Relations & Development Operations on fiscal year budget planning for Visitor Services.
• Ensures all team members are always representing the Garden in an appropriate manner.
• Defines and documents policies and procedures as they relate to Visitor Services activities.
• Oversees and manages Group Tour and Photo Shoot processes and bookings.
• Reviews and approves Visitor Services invoices and expenses as well as use of Garden credit card for approved items.
• Ability to quickly learn and master the ACME POS system to ensure accurate and efficient transaction processing in the day-to-day operations.
• Completes attendance, revenue, other ACME reporting on regular schedules and as requested.
• Responsible for all cash handling and deposits within Visitor Services (ensure drawers are balanced, PCI and PII compliance is followed).
• Works with IT team to ensure all applicable functions in the POS system are being used to their fullest extent.
• Troubleshoots software as needed.
• Must be comfortable in the presence of dogs on our dog admission days.
• Supervise volunteer staff assigned to Visitor Services, as necessary.

Requirements/Qualifications:

• Bachelor’s degree required with a minimum of 5 years customer service, retail, or fundraising experience.
• Weekends, nights, and holidays are required. A flexible schedule is necessary.
• Experience with ACME point of sale system a plus.
• Cash handling experience and the ability to operate a POS cash register.
• Good computer skills including MS Office (word, excel, etc.), Outlook, and use of web browsers.
• Effective communication skills, able to speak, read, and write in English.
• May stand for extended periods of time, bending and kneeling.
• Work in fluctuating temperatures.
• Work indoors and outdoors.
• Lift and carry objects up to 10 pounds on a regular basis.
• Have reliable transportation.
• Pre-Employment background check required.

Benefits:

• Medical
• Vision
• Dental
• Life Insurance
• Retirement Plan with matching
• Short-Long Term Disability
• PTO
• Paid Holidays
• Garden Perks

Naples Botanical Garden is an Equal Opportunity Employer. The Garden has a long-standing policy of employment and advancement based solely upon qualifications to perform the essential elements of a position without regard to age, creed, gender, national origin or ancestry, race, color, religion, veteran status, pregnancy, marital status, HIV status, genetic information, sex, sexual orientation, handicap or mental or physical disability.