Guest Services Manager

Guest Services Manager

Holden Arboretum

Full-Time

Opportunity:

The Guest Experience department seeks a Guest Services Manager to join our team at Holden Forests & Gardens (HF&G).The Guest Services Manager is responsible for providing exceptional customer service in the Holden Arboretum's guest areas, while effectively supervising the Holden Arboretum's team of Guest Services Representative Leads and Guest Services Representatives. The Guest Services Manager will work in cooperation with Guest Services Representative Leads on the front line to directly serve guests and complete transactions, as well as behind the scenes on hiring, team-building, training, and other administrative and operational functions. This position is based out of the Holden Arboretum in Kirtland, OH with occasional travel to the Cleveland Botanical Garden in Cleveland, OH. By joining HF&G, you will not only have the opportunity to work in a beautiful setting, but you will also have the opportunity to contribute to our fulfilling and groundbreaking work. HF&G strives for a welcoming workplace where everyone feels that they belong.

Position Details:

• Full-Time

• Exempt position

• Must have a flexible schedule

• Regular weekend work is required

• Occasional evening and holiday work is required

• This position is supervised by the Director of Guest Experience at the Holden Arboretum

Key Responsibilities:

Key responsibilities of the Guest Services Manager include, but are not limited to:

• Support Holden Forests & Gardens' mission, vision, values and core commitment to the visitor experience and community engagement

• Actively welcome guests and orient them to available experiences, amenities, programs, as well as the benefits of membership

• Supervises 2 Guest Services Representative Leads, 6-10 Guest Services Representatives, 1 Retail Seasonal Associate

• Have positive, friendly, and productive interactions with fellow staff, volunteers, and vendors

• Regularly perform rotations at all guest-facing positions including gatehouse, Visitor Center desk, Canopy Walk and Emergent Tower, special exhibitions, and events

• Resolve customer concerns directly and provide support when concerns are elevated beyond Guest Services Representatives

• Implement strategies aimed at accessibility initiatives, cultivating an inclusive culture to ensure guests experience a welcoming environment

• Effectively supervise a high-performing front-line team

• Work closely with fellow Holden Forests & Gardens staff to provide individual and guest services team support for retail and all on-site programs and initiatives

• Actively work to create and maintain a positive and safe work environment for staff through effective communication, with a focus on safety, and empathetic leadership

• Act as operational liaison for external partners in areas including technology and food service

• Along with Guest Services Representative Leads, lead daily huddle outlining each day's events, visitation plans, programming, and updates at the arboretum

• Lead weekly huddle which includes multiple HF&G departments across the organization for planning and coordination purposes

• Communicate with multiple departments to ensure guest-facing facilities are clean, safe, and guest-ready all day, every day

• Screen, interview, onboard, and train year-round and seasonal Guest Services Representatives in collaboration with Guest Services Representative Leads, Human Resources, and Director of Guest Experience

• Develop and lead training modules covering all core job responsibilities of Guest Services and customer service

• Use an electronic POS system to perform point-of-sale transactions in person and by phone, as well as back-office functions such as sales reports and setup for ticketing processes

• Work with designated Guest Services Representative Leads to ensure adequate daily staffing levels and complete all scheduling in the absence of the scheduling lead

• In conjunction with Guest Services Representative Leads, manage front-lines revenue processes and daily deposits in accordance with Finance Department procedures

• Manage department technical needs in accordance with internal technical services procedures

• Ensure the cleanliness and safety of Guest Services shared and individual workspaces

• May provide occasional on-site support at the Cleveland Botanical Garden campus

• Perform other duties as assigned

Qualifications and Skills:

• Demonstrate a passion for people and nature

• Bachelor's degree or relevant experience in customer service or related fields will be considered in lieu of a degree

• 3 years of customer service experience in retail, hospitality, cultural attractions, amusement, or similar environment, highly desired

• At least one (1) year of direct staff supervision, required

• Ability to take initiative, solve problems, and identify opportunities

• Proficient use of point-of-sale or customer relationship management systems (experience with Blackbaud Altru CRM, a plus)

• Proficient use of Microsoft 365 products, specifically Teams, Outlook (email and calendar), Word, Excel, and PowerPoint

• Ability to rapidly learn new business software applications and integrate into daily workflow

• Effective written and verbal communication skills that support and enhance a positive guest experience and work culture

• Ability to balance working on the front lines with a team and being self-motivating when working independently

• Must enjoy working with members of the public, families, and children

• Maintain a valid Driver's License and acceptable driving record

Physical Requirements

Must be able to perform with or without reasonable accommodation:

• Stand and/or sit for extended periods of time

• Perform tasks in all weather conditions; temperatures may range from 0- 100°F

• Effective vision and hearing

• Hand and arm dexterity

• Walk and work on wet, uneven, slippery terrain

• Kneel, bend, stoop, grab, and reach

• Regular lifting and carrying of up to 30 lbs. and occasionally 45 lbs

• Occasionally walking on outdoor visitor attractions on occasion, which includes climbing 202 stairs and standing at platforms elevated 65 to 120 feet above ground

Apply:

Review of applications with begin immediately and continue until the position is filled.

Qualified applicants must submit résumé, cover letter and 3 professional references.

Holden Forests & Gardens (Holden Arboretum and Cleveland Botanical Garden) is an Equal Opportunity Employer committed to hiring a diverse and talented workforce. We seek skilled, knowledgeable, and experienced individuals to join our staff and enhance our reputation as one of the country's foremost public gardens.