Guest Services Retail Lead

Position: GUEST SERVICES RETAIL LEAD
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Guest Services Retail Lead

Cleveland Botanical Garden  / Posted September 22, 2025

Opportunity

The Guest Services department seeks a  Retail Lead . The Retail Lead's primary responsibilities are providing excellent customer service to guests, selling admission and memberships, contributing to a positive team atmosphere, acting as day manager as assigned, and supporting other guest-facing and back-office functions including retail. This position works at the Cleveland Botanical Garden in Cleveland, OH and with potential occasional travel to the Holden Arboretum in Kirtland, OH.

We are looking for a team member who wants to do meaningful work. Holden Forests & Gardens connects people with the wonder, beauty and value of trees and plants, to inspire action for healthy communities. HF&G strives for a welcoming workplace where everyone feels that they belong.

Position Details

40 hours per week guaranteed
Must have a flexible schedule and willing to work weekends, evenings, some holidays and the last day of every month
This position is supervised by the Associate Director of Guest Services & Retail

Key Responsibilities

Key responsibilities of the  Retail Lead  include, but are not limited to:

Support the Holden Forests & Gardens' mission, vision, values and core commitment to the visitor experience and community engagement
Assume role of Manager of the Day as assigned
Provides oversight and guidance to guest services representatives, seasonal, and casual staff working at the guest services ticketing desk and in the retail store
Serve as the designated person to manage customer concerns, provide prompt follow-up, and relay information as needed to supervisor during shift
Lead daily huddle to communicate day's events, visitation plans, programming, staffing, changes, updates to various departments and guest services staff
Perform specialty roles as designated that contribute to the success of Guest Services including, but not limited to, special event support, light exhibit maintenance, and retail stock support
Prepare daily cash bags, perform drawer reconciliations, and deposits as necessary
Responsible for the daily merchandise activity report, inventory counts, daily merchandise sales reports
Responsible for end of the month reports
Proactively engage with guests in a manner that supports the mission and success of Holden Forests & Gardens
Regularly perform rotations at all guest facing positions including ticketing, Garden Store, special exhibitions, and events
Regularly assess and ensure the guest amenities are clean, safe, and ready every day
Maintain the appearance, cleanliness and safety of work spaces, facilities, exhibits, and attractions
Coordinate with other departments to facilitate exceptional guest experience
Manage facilities usage for event setup and breakdown; regularly assist with event set-up, support special events and programs
Maintain compliance with Holden Forests & Gardens and department-specific policies and procedures
Process sales transactions for admission, membership, programs, and merchandise quickly and accurately using a computerized cash register and/or standalone credit card machine with point-of-sale system, Altru
Assist with maintaining adequate stock levels of retail merchandise in the store and supplies as specified and tag merchandise
Perform occasional work in Guest Services at the Holden Arboretum campus in Kirtland, Ohio
Perform other duties as assigned

Qualifications And Skills

Demonstrate a passion for people and nature
High school degree or equivalent, required
2+ years of customer service management experience in retail, hospitality, cultural attractions, or similar guest-facing environment, preferred
2+ years of retail and/or cash handling experience, highly desired
2+ years of experience using a point of sale or customer relationship management software, highly desired
Proficient use of Microsoft Excel, Word and Outlook email and calendar
Must enjoy working with the public, families, and children
Effective, appropriate, and timely verbal and written communication skills
Ability to work within a team and be self-motivating when working individually
Ability to take initiative, solve problems, and identify opportunities
Valid driver's license and an acceptable motor vehicle record
Must have a flexible schedule and be able to work weekends, evenings, and some holidays.

Physical Requirements

Must be able to perform with or without reasonable accommodation:

Stand and sit for extended periods of time
Perform tasks in all weather conditions; temperatures may range from 20-80 F
Effective vision and hearing
Hand and arm dexterity
Ability to type on a keyboard
Kneel, bend, stoop, grab and reach
Regular lifting and carrying of up to 30 pounds,…