Job Listing: Guest Services Associate PT

Lewis Ginter Botanical Garden - Richmond, VA

Closes - open until filled

Position Title - Guest Services Associate

Compensation - $15/hour

Job Type - part-time; Estimated 10-15 hours/week with opportunities for more based on events Evening/Weekend hours required 

Apply - Please send a cover letter and resume to HR@lewisginter.org. 

Summary - Handles payment in exchange for admission fees and membership dues, event tickets and classes. Responsible for all cash and credit card transactions; following established procedures for opening and closing assigned register. Able to efficiently use Tessitura to perform ticket sales, register guests for classes, run reports, check daily schedule of events, look up events for guests needing information (date and location confirmation, etc.) Able to use Outlook and Microsoft office products to check Admissions emails, respond via email to Garden staff on admissions related matters if needed and check shared calendar for staffing schedule updates. Able to efficiently and accurately use Tessitura to look up memberships and issue temporary membership cards, sell new memberships and renew existing or lapsed memberships. Able to recruit membership sales, appropriately recommend upgrades and provide special membership services. Keeps working area organized, is ready to conduct business and keeps area tidy for following day’s shift. Provides departmental support as requested and needed to handle exceptionally busy processing seasons. Makes use of slow periods by performing administrative duties like assembling member packets, restocking Garden materials and seasonal rack cards, etc. Ensures areas of visitor entry in Visitors Center are ready for the day’s business to include turning monitors on, ensuring all signage is accurate, checking for accurate signage on exteriors doors as verified by ActiveNet schedule of events each day. Able to create and print new signage if needed to alert guests of time sensitive issues like closings, limited access to certain areas of the Garden, safety alerts, special event information, etc. 

Job Responsibilities - 

• Provides excellent customer service to guests, visitors, members, volunteers, event and program attendees coming through the Visitors Center.
• Acts as the “face of the Garden” by genuinely welcoming each visitor with knowledge of the Garden, helpfulness, empathy and eagerness to be of service.
• Stays informed of all Garden events, classes and activities and is able to provide information to visitors regarding special events, Garden Shop hours, Café and Tea House hours and menus, by efficiently and quickly being able to use all available electronic and printed means including ActiveNet and the Garden’s Website.
• Is proactive in assessing visitor’s needs quickly, i.e.: assistance with directions, locating wheelchairs or strollers, offering additional assistance if visitor appears in need of help.
• Answers the Garden’s main phone line and expedites calls to appropriate departments or staff members, as well as returns calls appropriately and in a timely fashion.
• Efficiently and correctly handles deliveries made to the Admissions desk.
• Is able to handle difficult situations with tact and respect and reports issues to supervisor in a timely manner with accurate details.
• Is readily able to identify a situation that requires the attention of a supervisor or Director.
• Acts as a contact person in case of emergencies and reports situation to appropriate parties, using required reporting procedures, as well as contacting 911 for assistance when needed.
• Presents oneself with a professional and friendly attitude and appearance.
• Other duties as assigned by supervisor. 

Qualifications -

• Willing and able to work weekends and evenings.
• Prior cashier, money handling experiences Prior experience working with the public Experience using MS Windows.
• Knowledge of Tessitura or similar POS/ticketing software.
• Familiar with Nortel or other mainstream telephone platforms Efficient and accurate data base entry skills.
• Detail oriented and is able to multi-task in a fast-paced potentially noisy environment.
• Proven ability to problem solves during real-time events.
• Ability to work in a supervised environment.
• Works well with others.
• Able to work independently while providing excellent customer service to admissions and membership needs. Page 2 of 3
• Takes direction from supervisor in a positive and constructive manner.
• Is proactive and provides suggestions and ideas on streamlining procedures. 

Physical Demands / Working Conditions: Must be able to work for extended periods in one location, then move periodically and quickly between select points within the Robins Visitors Center adjacent to the Atrium as well as the immediate outside locations. Must be able to lift 20 pounds. Periodically, must be able to move around the Garden to understand and so better explain it to Guests. Note: Duties described above, other duties and physical demands have been identified as essential. 

Education and Experience:
High School Graduate or equivalent
Associates Degree preferred but not required

Each Employee of Lewis Ginter:

• Must comply with provisions of the current Employee Handbook, all published personnel policies and the requirements of their individual job descriptions.
• Must conduct herself or himself and perform all duties in a manner consistent with a public garden serving multigenerational and multicultural individuals and families, and in accordance with directed practices and procedures.
• Must be aware of surroundings and vigilant to threats to the safety of visitors, volunteers, and staff or to the security of their property, ensuring that all concerns are reported promptly.
• Must report all mishaps, injuries, and incidents immediately and ultimately in writing to supervisor(s) and to Human Resources.
• Must ensure compliance with all applicable federal and state laws and regulations.
• Must perform other duties as assigned by supervisor.