Job Summary: Assist the Membership and Visitor Services Managers in overseeing the daily Membership, Resource Center and Visitor Services operations. Primary responsibilities include, but are not limited to participating in hiring, training and evaluating of staff and volunteers, cash drawer management, problem resolution and data base management in a fast-paced, high volume, team environment focusing on sales and customer service. The Member and Visitor Services Assistant Manager is responsible for management and supervisory duties in absence of the Membership and Visitor Services Managers
Career Type: Full-time
Benefits: Major benefits include choice of medical plans, dental, vision and life insurance, medical and daycare Flexible Spending Account (FSA) and Healthcare Spending Account (HSA) ; a generous retirement plan plus paid holidays, vacation, personal and sick time and access to personal lines of insurance. Additional benefits include short-term and long-term disability coverage, an Employee Assistance Program (EAP), an ECO pass and a complimentary Denver Botanic Gardens membership, access to Gardens education classes and summer concert tickets.
Essential Job Duties:
Perform supervisory duties including, but not limited to -
Reconcile all Member and Visitor Services ATMS shifts and deposits.
Conduct morning huddles with staff and volunteers.
Train and manage Ambassador volunteers.
Ensure all calls, email and voicemails are responded to in a timely manner.
Oversee assigned aspects of the Membership and Resource Center including, but not limited to daily, weekly and monthly duties and responsibilities.
Observe staff to ensure customer services expectations and DBG policies and procedures is consistently met.
Evaluate and assess Membership and Visitor Services staff.
Create and implement streamlined, innovative and successful strategies, policies and procedures.
Perform Raiser's Edge gift adjustments as needed.
Operate Member and Visitor Services with an expectation of outstanding customer service from Member and Visitor Services personnel and Ambassador volunteers.
Ensure compliance of all DBG and Operating Policies and Procedures. Set, communicate and ensure compliance with policies for reports, customer service, cash handling, refunds, and admissions opening and closing.
Other Job Duties:
Maintain regular admissions hours, as well as operate during special events, including evenings and weekends as necessary.
Resolve customer service issues.
Assist in processing member EFT (electronic fund transfer) and Pledge payments.
Assist in hiring, training and evaluating Membership and Visitor Services staff.
Act as a positive role model for the Member and Visitor Services team and Denver Botanic Gardens.
Work with all departments to assure highest quality experience for all DBG visitors throughout the Gardens.
Proactively seeks to be knowledgeable about all DBG horticulture, exhibits, programs and events to reflect the experience and brand at the Gardens.
Perform other duties or special projects as requested by management.
Education/Experience: Associate degree; or two years related experience and/or training; or equivalent combination of education and experience. Minimum three (3) years’ experience working in a museum/cultural environment or similar type organization preferred. Must have strong leadership skills and have experience with successfully motivating and training personnel. Must be detail oriented and flexible. Must possess excellent customer service skills and written, spoken communication skills and strong analytical skills. Strong computer skills in Windows-based applications, retail POS software management and Raiser’s Edge and ATMS software preferred. Position may require working evenings and weekends as necessary.
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