Guest Services Manager

Posted by The Holden Arboretum / Cleveland Botanical Garden ; Posted on 
Jobs - DEADLINE :  
Guest Services Manager




The Guest Services department seeks a team member experienced in customer service to ensure each guest to the Cleveland Botanical Garden feels welcome and receives best-in-class service, while effectively supervising the team of Guest Services Leads and Representatives. The Manager works to directly serve guests and complete transactions in cooperation with the Guest Services team, as well behind the scenes on hiring, training, coordination, and other administrative functions. We are seeking a skilled team member with a positive attitude to help foster a congenial team-oriented atmosphere and support superb customer service.
Position Details:
  • A full-time, permanent, exempt position
  • Training is provided
  • Must have a flexible schedule and be able to regularly work weekends, evenings and occasional holidays is required
    • The Cleveland Botanical Garden is closed on most Mondays
  • This position is supervised by the Associate Director of Guest Services & Retail
Key Responsibilities:
Key responsibilities of the Guest Services Manager include, but are not limited to:
  • Supervise two Guest Services Leads and three to six permanent and seasonal Guest Services Representatives
  • Actively welcome guests and orient them to available experiences, amenities, programs, as well as the benefits of membership
  • Foster positive, friendly, and productive relationships with fellow staff, volunteers, and vendors
  • 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
  • Resolve customer concerns directly and provide support when concerns are elevated beyond guest services representatives
  • Together with Guest Services Leads, manage revenue in accordance with Finance Department procedures
  • Screen, interview, onboard, and train year-round and seasonal Guest Services Representatives in collaboration with Human Resources and Associate Director of Guest Services & Retail
  • Focus on retention and professional development with staff
  • Develop and lead training modules covering all core job responsibilities of Guest Services and customer service
  • Act as a liaison for internal partners including Horticulture and Facilities as point of contact for inter-departmental coordination of day-to-day operations
  • Act as a liaison for external partners in areas including technology and food service
  • Work with designated Guest Services Lead to ensure adequate daily staffing
  • Provide support for designated internal and external meetings and events at the Holden Arboretum
  • Ensure the cleanliness and safety of Guest Services shared and individual workspaces
  • May provide very occasional on-site support at the Holden Arboretum campus
  • Perform other duties as assigned
Qualifications and Skills:
  • Demonstrate a passion for people and nature
  • At least 1 year of direct staff supervision, required
  • At least 3 years of customer service experience in retail, hospitality, cultural attractions, amusement, or similar environment, required
  • Proficient use of point-of-sale and/or customer relationship management system, preferred
  • Knowledge of Blackbaud Altru, a plus
  • Proficient use of Microsoft 365 products, specifically Teams, Outlook (email and calendar), Word, Excel, and PowerPoint
  • Ability to take initiative, solve problems, and identify opportunities
  • Effective written and verbal communication skills that support and enhance the positive guest experience and work culture
  • Ability to work within a guest-focused team and be self-motivating when working individually
  • Ability to rapidly learn new business software applications and integrate within daily workflow
  • Must enjoy working with the public, families, and children in all situations
  • A valid Driver’s License and acceptable driving record required
  • Must pass a criminal background check
Physical Requirements
Must be able to perform with or without reasonable accommodation:
  • Ability to understand basic instructions is required. Bilingual individuals are highly desired
  • Stand and/or sit for extended periods of time
  • Perform tasks in all weather conditions; temperatures may range from 30-100 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 25 pounds, occasionally 45 pounds
Review of applications with begin immediately and continue until the position is filled.
Qualified applicants should apply at the link below and submit a cover letter, résumé 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.