Job Listing: Guest Service Associate (Lewis Ginter Botanical Garden)

Garden Overview

Mission

We connect people to plants by inspiring communities to explore and conserve nature.

Vision

We are a Virginia garden of international significance, leading in horticultural and educational excellence. We cultivate experiences that enhance each person’s relationship with the natural world.

Values

Responsibility, Innovation, Integrity, Hospitality, and Inspiration

Founded in 1984, Lewis Ginter Botanical Garden is a non-profit garden located in Richmond, Virginia’s Lakeside neighborhood. The Garden encompasses 82 acres, four lakes, 5,500 unique taxa of plants within 15 distinct outdoor gardens, 11 major buildings, including a conservatory and greenhouse, plus an 80-acre branch site, the Lewis Ginter Nature Reserve. Annually, Lewis Ginter engages over 17,000 students in innovative and exciting education programs. This cadre of identified learners is just a fraction of the more than 400,000 annual visitors to the Garden. In recent years, the Garden has been honored with inclusion in several top ten lists for botanical gardens in North America.

Lewis Ginter Botanical Garden is an Equal Opportunity Employer. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin in the hiring, retention, or promotion of employees. We support the diversity and inclusion policy adopted by The American Public Gardens Association: to create an equitable, diverse and inclusive culture where the contributions of all community members are valued, respected and appreciated.

Job Description:

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 the daily schedule of events, and 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 the 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, recommend appropriate upgrades, and provide special membership services. Keeps working area organized, is ready to conduct business, and keeps area tidy for the 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 visitor entry areas in the Visitors Center are ready for the day’s business, including turning on monitors, ensuring all signage is accurate, and verifying exterior door signage against the 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.

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 visitors’ needs quickly, i.e., assistance with directions, locating wheelchairs or strollers, offering additional assistance if the 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 the 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 the 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 the supervisor.

Skills and Abilities:

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to maintain focus on detail while managing multiple tasks in a fast-paced environment.
• Able to work independently and on a team while providing excellent customer service to admissions and membership needs
• Knowledge of basic cash management procedures.
• Knowledge of Tessitura or similar POS/ticketing software.
• Ability to operate a computerized cash register.
• Ability to resolve difficult or stressful customer service issues.
• Familiar with Nortel or other mainstream telephone platforms. Efficient and accurate data base entry skills.
• Must be available to work evenings, weekends, occasional holidays, and special events like GardenFest, ensuring coverage for Horticulture outside the traditional work week/day

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 the supervisor.

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 functions as required by the Americans with Disabilities Act.

Education and Experience:

• High School Graduate or equivalent
• Associate’s Degree preferred but not required

Please note: This position is represented by International Association of Machinists and Aerospace Workers, AFL-CIO. To discuss the specific needs of your group, please reach out to 804-359-4058.

To apply, please send a cover letter and resume to HR@lewisginter.org.