Holden Forests & Gardens seeks an Assistant Manager, Guest Services, Cleveland Botanical Gardens.

Holden Forests & Gardens is comprised of two world-renowned public gardens; Holden Arboretum located in rural Kirtland, Ohio and Cleveland Botanical Garden located in the urban University Circle region of Cleveland, Ohio. This position’s location is at Cleveland Botanical Garden which includes 10 acres of outdoor themed gardens, 2 indoor glasshouses and visitor, staff, event, education, and parking facilities.

The Assistant Manager of Guest Services is responsible for providing exceptional customer service at the Garden’s ticketing desk, retail store, and guest experiences, while effectively supervising the Garden’s team of Guest Services Representatives. Works 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 functions. Regular weekend, evening and occasional holiday work is required.

Responsibilities and Duties: 

  • Actively welcome guests and orient them to available experiences, amenities, programs, as well as the benefits of Membership. Have positive, friendly, and productive interactions with fellow staff, volunteers, and vendors.
  • Resolve customer concerns directly; provide prompt follow-up and relay information to supervisor and relevant staff when escalation is required. 
  • Effectively supervise a high-performing team of guest services representatives in a positive work culture
  • Communicates 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 Human Resources and Associate Director of Guest Services and Retail. Focus on retention and continuous improvement.
  • Develops and leads training modules covering all core job responsibilities of Guest Services Representatives 
  • Uses an electronic POS system to perform point-of-sale transactions in person and by phone, as well as common back-office functions such as sales reports and setup for daily sales tasks.
  • Work with designated scheduling lead to ensure adequate daily staffing levels. Complete all scheduling in the absence of the scheduling lead.
  • Provides support, including staffing, setup, and takedown, for designated guest experience events at the Cleveland Botanical Garden.
  • Maintain compliance with company-wide and department specific policies and procedures.
  • Reconcile and approve drawers, make deposits in accordance with Finance Department procedures.
  • Ensure the cleanliness and safety of Guest Services shared and individual workspaces.
  • May provide occasional on-site support at the Holden Arboretum campus.
  • Perform other duties as assigned.

Qualifications Summary: 

  • Preferred candidates will demonstrate a passion for people and nature.
  • 3-years of customer service experience in retail, hospitality, cultural attractions, amusement, or similar environment. Includes at least 1 year of direct staff supervision.
  • Proficient use of point-of-sale and/or customer relationship management system. Knowledge of Blackbaud Altru preferred. 
  • 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 within daily workflow. 
  • 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 take initiative, solve problems, and identify opportunities. 
  • Must enjoy working with the public, families, and children in all situations.
  • A valid Driver’s License and acceptable driving record are required. 
  • Must pass a criminal background check and substance screening. 

Position Details

  • Must be able to perform with or without reasonable accommodation: 
  • Ability to understand basic instructions using the English language. 
  • 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.
  • Must have a flexible schedule and be able to regularly work weekends, as well as evenings and some holidays as needed.

Salary range: Salary not exceeding $40,000, commensurate with experience.

Job classification: Full-time

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

Qualified applicants should submit resume and 3 professional references: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=db704977-d8c5-4be2-a36a-23f4002eddc0&ccId=19000101_000001&jobId=421637&source=CC2&lang=en_US.

Posted: August 18, 2021

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