The Visitor Experience Lead will play a leadership role in cultivating an informative, efficient and welcoming experience for visitors to Denver Botanic Gardens. Under the direction of the Membership and Visitor Services Assistant Manager, this position will lead and guide a team of volunteers in facilitating memorable experiences for all Gardens visitors. Responsibilities include, but are not limited to, managing gallery capacity, crowd management, coordinating volunteer breaks and shift coverage, tracking visitor behavior and feedback, and acting as first point of contact for customer service issues.
Career Type: Part-time, Seasonal
Compensation: $17.00 per hour
Essential Job Duties:
Provides positive experiences for visitors of all ages and backgrounds by being welcoming, approachable, and professional.
Leads a team of volunteers in creating memorable experiences for members and visitors of all ages and backgrounds.
Focuses on developing and implementing fast, efficient and organized crowd management strategies
Collects and compiles visitor feedback and behavior to continually improve and evolve the visitor experience.
Functions as Manager on Duty for assigned areas.
Opens and closes assigned areas per Gardens protocol.
Facilitates break coverage in assigned areas.
Resolves customer service issues.
Maintains solid understanding of exhibits in assigned areas and ensures volunteers are knowledgeable and well-informed.
Other Job Duties:
Works closely with Member and Visitor Services team to improve the visitor experience.
Tracks and submits daily attendance logs for the assigned areas.
Always maintains the standards of professionalism, including maintaining a positive, solution-oriented team demeanor.
Maintains appropriate inventory levels of resources used in the art galleries.
Trains and mentors volunteers as necessary.
Reviews calendar with Member and Visitor Service Assistant Manager to ensure staff and volunteer coverage during all open hours.
Performs other duties as requested by management.
Education/ Experience: Graduation from high school or the possession of a GED; one to two years related experience and/or training; or equivalent combination of education and experience. Individual must be a reliable self-starter with problem resolution skills. Must be detail oriented and flexible. Must possess excellent customer service skills and written, spoken communication skills and analytical skills. Demonstrate strong proficiency with standard office equipment and software including Microsoft Office, Powerpoint, Publisher, Excel, Outlook, Word and Microsoft Outlook. Must be flexible and able to handle multiple and changing priorities. Must be a self-motivated team player with the ability to meet deadlines, remain flexible, approach projects proactively, and provide intentional feedback to the team. Must be able to maintain confidentiality of information. Weekend and evening work required.
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