Visitor Experience Supervisor

ABOUT US

Franklin Park Conservatory and Botanical Gardens offers world-class horticulture, art & nature-based exhibitions and educational programs. The 13-acre indoor and outdoor facility—situated two miles from downtown Columbus—features glasshouses including the historic John F. Wolfe Palm House; botanical gardens including the Scotts Miracle-Gro Foundation Children’s Garden and Scotts Miracle Gro-Foundation Community Garden Campus; and event venues. The Conservatory is home to the largest collection of Chihuly glass in a botanical garden and Light Raiment II by internationally renowned artist James Turrell. Committed to the community, the Conservatory strives to provide an accessible and welcoming experience to all.

MISSION

As a premier botanical garden destination, we connect people to nature and create life enhancing experiences.

VISION

Envision a world that celebrates nature as essential to the human experience.

JOB SUMMARY

The Visitor Experience Supervisor is a guest relations role model, ensuring that the Visitor Center makes a positive and welcoming first and last impression to our guests. The Supervisor is responsible for coordinating the daily operations of the Visitor Center and Interpretation team and serves as the primary point of contact for staff and guests. The Supervisor oversees the interviewing, hiring, training, scheduling, mentoring, and performance appraisals for the entire ticket center team.

Additional Information: This is a full-time, non-exempt position. This position is eligible for the Conservatory's benefit package offered to full-time employees, which includes medical, dental and vision insurance, company paid Life/AD&D/Short-Term and Long-Term Disability insurance, participation in the Ohio Public Employees Retirement Program (OPERS), optional 457(b) Deferred Compensation plan, generous Paid Time Off (PTO), and complimentary membership to the Conservatory.

Compensation: $22/hour paid biweekly.

RESPONSIBILITIES

• Responsible for the daily operations and activities of the Visitor Center.

• Conducts interviews, selection, training, and performance appraisals for the Visitor Experience team.

• Writes effective schedules to meet the business needs of the ticket center, while staying within an allocated payroll budget.

• Approves bi-weekly payroll for the Visitor Experience team.

• Holds team accountable for adhering to policies like absenteeism, tardiness and dress code, through coaching and when necessary formal counseling, ensuring policies are applied consistently and fairly across the department.

• Assigns tasks and priorities to all Visitor Experience team members, ensuring daily operational needs are met, and long-term projects meet the objectives of the department.

• Well versed in all aspects of the registration and point of sale systems. Proficient in problem solving and handling all types of transactions.

• In conjunction with the Visitor Experience Leads, acts as weekday Manager on Duty for staff and guests; produces and distributes the daily Order of the Day and (M-F) End of Day reports.

• Ensures the Visitor Experience team is well informed and adheres to established policies when processing transactions, handling cash and refunds, guest complaints, and opening and closing procedures.

• Monitors and assists with the purchasing of supplies.

• Maintains appearance and upkeep of the Visitor Center.

• Consistently demonstrates knowledge of all Conservatory activities including admission policies, information about exhibitions, events, education classes and membership benefits.

• Creates agendas and takes notes for the biweekly Operations Team Meetings.

• Supports family programming and group tour efforts, including leading guided tours of the facility.

• Takes a leading role in the Conservatory’s customer service training for all staff.

• Demonstrates a focus on serving guests of the Conservatory.

• Performs other duties as assigned.

CREDENTIALS AND EXPERIENCE REQUIRED

• High School Degree required; Associate's or Bachelor’s Degree preferred.

• Proficient with point-of-sale software, online reservation systems and Microsoft Office suite.

• 2 years’ supervisory experience.

• 2-3 years’ retail sales, cash register and customer service experience.

• Ability to work weekdays and weekends; occasional evenings and holidays.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and oral communication skills.

• Expert skills in providing positive and friendly visitor/guest interactions.

• Knowledge of proper cash handling procedures, register operations and office machines such as calculator, postage machine, copier, fax, and multi-line telephones.

• Ability to accurately count cash, reconcile numbers and provide analysis regarding attendance, membership sales, and daily ticket sales.

• Ability to supervise a team, delegate, resolve employee/customer complaints, coach and motivate others.

• Excellent problem-solving skills with the ability to diffuse high stress situations.

• Ability to demonstrate flexibility, tact and diplomacy with internal and external customers

• Expert organizational skills, resulting in tasks completed on time and with strong attention to detail.

• Ability to demonstrate enthusiasm about the Conservatory and knowledge of its events and exhibits.

• Expert presentation and communication skills, including public speaking.

EEO Statement:

Franklin Park Conservatory and Botanical Gardens is an Equal Opportunity Employer. The Conservatory does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, lactation status, gender identity or expression, sexual orientation, age, disability, veteran or military status, genetic information, or any other protected status. The Conservatory values diversity and is committed to creating an inclusive environment for all employees.