Manager, Visitor Services

Summary: Plans, manages and coordinates all aspects of the Visitor Services (VS) department operations including group sales. Provides leadership and support while fostering a positive work environment for staff and a high standard customer service operation. Manages the collection and distribution of all visitor-related training and traffic flow documents. Plans and implements activities for Visitor Services that support the mission and operational objectives of the Missouri Botanical Garden.

Essential Duties and Responsibilities:

• Promotes a culture of teamwork and excellence in customer service.
• Oversees hiring, customer excellence program development and training, coaching and leadership of Visitor Services, Group Sales, and other visitor facing staff as assigned.
• Sets policy and procedures that promote a responsive, efficient operation to meet operational needs.
• Provides front-line direction for major events by ensuring the appropriate staffing, training materials, ticketing configuration and visitor expectations are met.
• Works closely with member operations team to ensure ticket counter operations meet changing visitor demands.
• Provides necessary feedback, analysis and documentation that reflect visitor experience and trends.
• Anticipates, addresses and resolves customer service issues in a timely manner both in person, phone, and digitally.
• Assists in determining ticketing requirements for new and ongoing events. Is involved in ticket creation/testing, maintenance and configuration in assistance with Visitor Operations Ticket System Administrator.
• Troubleshoots user issues within the ticketing system and either resolves or documents the issues for Ticket Administrator.
• Manages expenses and assists with budget planning for both Visitor Services and Events Department.
• Coordinates with other departments to provide services that increase revenue and support positive member and visitor experiences.
• Continually assesses, identifies and implements strategies to improve operations and quality of service.
• Meets expected attendance guidelines.

• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors/managers, volunteers, visitors and employees.

• Perform other duties as assigned.

Supervisory Responsibilities: Supervises Group and Event Sales Coordinator, Visitor Services Supervisors, Visitor Services Attendants, assigned volunteers, and third-party contract staff.

Competencies:

• Communication - Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration - Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.
• Leadership: incorporates a cluster of knowledge, skills and abilities required for management of people, budgets and assigned business functions/operations

Qualifications/Experience:

• Minimum of three to five (3 - 5) years of progressive related guest service experience, with at least three (3) years' experience managing or supervising visitor or customer service staff. Must have had strong supervisory experience within a fast-paced organization, preferably a public attraction or similar organization, with a proven ability in operation and training teams.

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  • Knowledge of outstanding customer services techniques and skills and the ability to apply and teach those skills is required.
  • Experienced using and modifying ticketing/admission software preferred (Tessitura).
  
  
  
  

• Prior supervisory experience and directing the work of others is required.

• Demonstrates the highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures and systems.

• Demonstrated ability to communicate effectively at all levels; must feel comfortable interacting and working in close proximity to general public and members in a positive and enthusiastic manner.

• Demonstrated ability to work effectively and make good decisions in a fast-paced, customer-oriented environment.

• Adheres to all health and safety policies/procedures.
• Scheduling flexibility that routinely allows working weekends, some evenings, and holidays is required.
• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task,

• Strong project management, organizational, time management, problem-solving and conflict resolution skills required; ability to work independently with limited instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects in a timely manner.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education:

• Bachelor's degree strongly preferred (Business, Hospitality or similar area of study).
• High school diploma or equivalent required.

• An equivalent combination of skills, education and experience may be considered.

Computer Skills:

• Proficient using Microsoft Office suite (i.e., Outlook, Excel, Word, and PowerPoint) and ticketing software knowledge is required (Tessitura).

Language Skills:

• Ability to communicate effectively in English (verbal and written).

Mathematical Skills:

• Requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals.

Reasoning Ability:

• Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Certificates, Licenses, Registrations:

• Must possess and maintain a valid driver's license, and have ability to operate public shuttle as needed.

Physical Demands:

• Ability to lift up to 25 pounds.
• Requires standing, walking, bending, and extended periods of computer work.
• Ability to effectively utilize computer keyboard (typing) May be required to perform tasks at varying heights (i.e., step stools climb ladders, etc.).
• Requires extensive speaking and interaction with people.
• Ability and willingness to work in varying temperatures and all-weather conditions.

Work Environment:

• Comfortable working in immediate proximity to general public, in a safe and friendly manner, answering general questions regarding the Garden's operations, events, facilities, etc.
• May require working indoors and outdoors throughout day in all seasons - Ability to work outdoors in temperatures over 100F as well as temperatures below 0F, in rain, snow and other inclement weather conditions as needed to assist large visitor crowds.
• Ability to work in fast-paced, team-oriented environment.

Contacts with Individuals/Organizations inside/outside the Garden:

• Interacts with visitors, volunteers, members, and Garden employees on a daily basis.

Supervisor (title not person):

• Director, Visitor Operations