Visitor Relations Manager

Job Description

Portland Japanese Garden – a 501(c)(3) non-profit in Portland, Oregon – is hiring for a Visitor Relations Manager. The Visitor Relations Managers (VRM) are responsible for overseeing all operational and staff management aspects of the Visitor Relations department with a focus on ensuring an outstanding experience for visitors to Portland Japanese Garden. The Visitor Relations Managers report to the Director of Visitor Relations (DVR). This position works from the primary Garden campus, located at 611 SW Kingston Ave. Each VRM is specialized and based out of the Tanabe Welcome Center, the Fukuta Concierge Office, or the Garden grounds and works closely in developing and overseeing a cross-functional, world-class customer service team that supports all public-facing locations.

Duties & Responsibilities

—PRIMARY DUTIES—
Work as needed across several front-of-house locations daily, including the Garden grounds, Fukuta Concierge Office, the Tanabe Welcome Center, and 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 to serve as backup when needed, including but not limited to, selling admission tickets, processing memberships, or driving the Garden Shuttle; Mentor, coach, and develop Visitor Relations staff to promote a work environment where team members’ input and individual strengths are encouraged and valued, and performance issues or conflicts are addressed promptly and fairly; 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, serving as primary emergency response, and handling large clean up spills in compliance with bloodborne pathogen protocols; In conjunction with VRMs, oversee overall performance management of Visitor Relations staff, the cross-functional training, ensuring guest experience is the primary focus, including developing and maintaining policy/procedure resources as needed; Work closely with VRMs to manage hiring and onboarding of Visitor Relations staff; Create and manage employee schedules and rotations, to ensure continuous customer service presence and functionality with admissions, member support, and public offerings; Manage staff timesheets; Works closely with the DVR to develop and manage overall operations of the Pavilion Gallery and Garden grounds so that guest experience is the primary focus of all activities; Oversee and optimize Visitor Relations guest communication and approach, including etiquette enforcement, and Garden and event knowledge, working in conjunction with VRMs and keeping the DVR appraised of all issues, including assisting with resolving Member and guest inquires by email phone, or in person; In conjunction with the Assistant Director of Exhibitions, develop training materials for upcoming art installations and conduct training with staff; In conjunction with the Safety Manager, ensure staff follow proper safety guidelines when operating accessibility shuttles, and lift; Other duties as assigned
—OTHER RESPONSIBILITIES—
Enforce Garden policies and etiquette; Work special Garden events as required, including necessary set-up or take-down tasks; Attend regular meetings with Visitor Relations leadership regarding staff management, Garden events or policies, optimizing guest experience, etc; 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; Act as a role model for the Garden’s service standards, including excellent work ethic, outstanding customer service, and a high level of professionalism in manner and appearance; Maintain a high level of professionalism in manner and appearance; Adhere to Garden Dress Code

Education and Experience

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.—QUALIFICATIONS— At least 3 years management experience in a visitor focused non-profit 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; 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 and 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
—SPECIAL REQUIREMENTS—
Flexible work schedule and able to accommodate changing Garden needs, including working weekends, evenings, and occasional events; Must successfully complete first aid training (provided by the Garden); Must be comfortable lifting up to 35lbs; Must be able to remain in a stationary position and/or move about the Garden for several hours; Knowledge of Japanese culture and/or bilingual in Japanese is a plus

Additional Information

—COMPENSATION—
Wage: $60,000 – $64,000/year, commensurate with experience
—SCHEDULE—
This is a full-time, salaried position with approximately 40-45 hours per week. Regular workdays may vary but generally are Tuesday – Saturday. Shifts are typically 8 hours (plus ½ hour lunch), between 7:00am – 9:00pm.
—BENEFITS—
*health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
*401k plan (after 6 months, with 4% employer match after 1 year)
*flexible spending accounts for medical and dependent care expenses
*paid time off: vacation: 2 weeks per calendar year to start, with regular increases; wellness: 10 days per calendar year; holidays: 10 holidays per year *free access to the Employee Assistance Program (EAP)

Application Instructions

To apply, please submit a resume, cover letter, and three work-related references here: https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=7083943

Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Applications will be accepted until the position is filled.

All submitted applications will be held in confidence.

We encourage all potential applicants to watch our video entitled “Come to Understand: Welcome to Portland Japanese Garden” (5:56 minutes).