Guest Experience Associate

About Our Organization

Lauritzen Gardens, acclaimed as the Best Attraction in the 2025 Omaha Metropolitan Area Tourism Awards and voted #5 by USA Today for Top Botanical Gardens in the United States, is home to 100 acres of horticultural displays showcasing the diverse Nebraska landscape. Lauritzen Gardens is a non‑profit organization that provides conservation efforts across the Great Plains, practices and promotes thoughtful and ecologically minded horticulture practices, creates educational and inspirational experiences, and offers a year‑round schedule of tours, programs, and workshops that explore, explain, and celebrate the world of plants.

Lauritzen Gardens is dedicated to upholding its exceptional standards and providing joyful experiences for its visitors.

The full‑time Guest Experience Associate is responsible for delivering exceptional guest service while supporting daily operations in the Gift Shop and admissions area. This role serves as a lead team member, mentoring part‑time staff, promoting sales and memberships, and ensuring smooth, efficient front‑end operations. The position works closely with the Guest Experience Manager and other departments to enhance the overall guest experience and drive operational performance.

This is a full‑time, on‑site position with a regular schedule of either Sunday‑Thursday or Tuesday‑Saturday. Standard hours are 8:30 AM to 5:00 PM; however, flexibility is required to meet organizational needs, including evenings, weekends, and holidays.

This position operates in a professional office and retail environment and routinely uses standard office equipment (computers, phones, POS systems, photocopiers). The role requires standing and walking for extended periods and performing light physical tasks such as lifting and stocking merchandise.

• Deliver exceptional customer service to all guests, members, and donors ensuring they feel welcomed, valued, and informed.
• Actively promote and upsell gift shop merchandise, tram tickets, memberships, and other services to enhance both guest satisfaction and revenue.
• Serve as a lead role model for guest service excellence and professionalism.
• Mentor, train, and support part‑time and new employees to foster a positive, productive work environment.
• Lead opening and closing procedures for the Gift Shop and admissions area.
• Support daily task management and team productivity.
• Collaborate with the Guest Experience Manager to maintain efficient front desk operations.
• Accurately process all point‑of‑sale transactions, including admissions, memberships, tram tickets, and merchandise sales.
• Answer phones and respond to inquiries regarding exhibits, events, and directions.
• Maintain a clean, organized and well‑stocked retail space, including receiving and merchandising inventory.
• Partner with the visitor services team to support special events and programs.
• Provide performance feedback and observations to the Guest Experience Manager.
• Communicate effectively across departments, ensuring team members are informed of policy updates, events, and operational changes.
• Remain vigilant in preventing theft and merchandise loss.
• Performa additional duties as assigned.

• Minimum of 3 years of experience in guest services, education, hospitality, or a related field (preferably in a public garden, museum, or nonprofit setting).
• Experience with point‑of‑sale and cash management procedures.
• Excellent interpersonal, communication, and organizational skills.
• Proficiency with Microsoft Office Suite (Word, Excel, & Outlook).
• Able to prioritize tasks, manage time effectively, and adapt to changing circumstances.
• Comfortable working independently as well as collaborate within a team.
• Commitment to guest service and safety.
• Willingness to work weekends, evenings, and holidays as needed.
• Ability to stand for extended periods of time, lift and carry merchandise, and work in varying conditions.

• Medical, dental, and vision insurance.
• Long‑term & short‑term disability insurance.
• Life insurance.
• 401(k) with company match.
• 8 Paid Holidays + 2 Paid Floating Holidays.
• Garden Membership.
• Employee Assistance Program (EAP).
• Bereavement Leave.
• Opportunities for professional development.