Visitor Relations Assistant Manager

Primary Duties

• Work as needed across several front-of-house locations daily, including the Garden Grounds, Fukuta Concierge Office, the Tanabe Welcome Center, and the Pavilion Gallery, ensuring functional continuity, and providing proactive, positive customer service to Members, guests, and staff
• Develop knowledge of and ability to perform all front-of-house functions, including but not limited to, selling admission tickets, processing memberships, or driving the Garden Shuttle
• Monitor, coach, and encourage staff to meet the Garden’s service standards and facilitate individual growth
• Serve as Manager on Duty for the Garden, including opening/closing Garden grounds, troubleshooting POS or IT issues, managing staff scheduled across Visitor Relations functions, responding to guest concerns, communicating issues promptly cross-departmentally, and working closely with the Safety & Security Department for emergency response
• In conjunction with VR Managers, supervise daily employee rotations and duties to ensure continuous customer service presence and functionality with admissions, member support, and public offerings
• Assist with cross-functional training of staff, ensuring guest experience is the primary focus, including updating policy and procedure resources as needed
• Assist with hiring, onboarding, and performance management, including participating in interviews and addressing performance issues promptly and fairly
• Manage the day-to-day front-of-house Visitor Relations functions and how we assist members, guests, and staff by phone, email, social media, or in person, and keeping VR Managers apprised of all issues
• Ensure staff are following correct cash-handling, credit card processing, and financial procedures, and when needed, rectify daily cash deposit, prepare cashier bags, or oversee counting in/out
• Other duties as assigned

• Work special Garden events as required, including necessary setup or take-down tasks
• Attend regular meetings with Visitor Relations leadership to review staff performance, upcoming events, and attend other Garden meetings as required
• Acquire and maintain current knowledge about the Garden and Garden events and responsible for regularly training staff on these details
• Familiarize oneself with the organization and the Employee Handbook
• Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication
• Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
• Maintain a high level of professionalism in manner and appearance, adhering to Garden Dress Code; business casual

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the position, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.

• At least 2 years of supervisory or management experience in a visitor focused nonprofit or similar experience in customer service, hospitality, or retail
• At least 1 year of experience with customer relationship management and/or point of sale programs. Experience with Tessitura a plus
• At least 1 year of experience with cash-handling, and/or demonstrated knowledge of financial best practices
• Excellent verbal and written English communication skills
• Proven track record of excellent customer service with effective team leadership skills
• Proficient on a computer; familiar with Point-of-Sale software and other programs such as Microsoft Word, Excel, and Outlook
• Current driver’s license; must be able to supply a satisfactory DMV report once hired

• Flexible work schedule and able to accommodate changing Garden needs, including working weekends, evenings, and occasional overtime
• Must successfully complete first aid training, provided by the Garden
• Must be comfortable…