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Holden Forests & Gardens-Guest Services Representative Lead-Thu, 03/05/2020 - 5:31pm

Guest Services Representative Lead


Holden Forests & Gardens
11030 E. Blvd Cleveland
Cleveland , OH 44106

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Job Description 

Holden Forests & Gardens is one of Northeast Ohio’s largest and most important cultural and environmental institutions. It is comprised of two campuses, the urban Cleveland Botanical Garden campus located in Cleveland’s University Circle and the rural Holden Arboretum campus located in Kirtland.

We are seeking a Guest Services Lead to join our team. The Guest Services Lead will act as a Guest Services Representative with day manager duties including but not limited to; supervising others, reconciling and approving drawers, and leading the daily huddle.

Duties & Responsibilities 

• Assume role of Day Manager when assigned by Manager of Guest Services
o Supervise other guest services representative’s daily work as specified by the Manager of Guest Services
o Serve as the designated person to manage customer concerns, provide prompt follow-up, and relay information as needed to supervisor during shift
o Lead daily huddle (day’s events, visitation plans, programming, staffing, changes, updates)
• Perform specialty roles as designated that contribute to the success of Guest Services and the Corning Visitor Center
• Prepare daily cash bags, perform drawer reconciliations, and deposits as necessary
• Proactively engage with guests in a manner that supports the mission and success of Holden Forests & Gardens
• Regularly perform rotations at all guest facing positions including Gatehouse, Visitor Center desk, Canopy Walk and Emergent Tower, special exhibitions, and events
• Regularly assess and ensure the guest amenities are clean, safe, and ready every day
• Maintain the appearance, cleanliness and safety of workspaces, facilities, exhibits, and attractions
• Coordinate with other departments to facilitate exceptional guest experience
• Manage facilities usage for event setup and breakdown; regularly assist with event set-up, support special events and programs
• Maintain compliance with Holden Forests & Gardens and department-specific policies and procedures
• Process sales transactions for admission, membership, programs and merchandise quickly and accurately using a computerized cash register and/or standalone credit card machine with point-of-sale system, Altru
• Assist with maintaining adequate stock levels of retail merchandise and supplies as specified
• Contribute positively to a team of seasonal guest services staff, volunteers, and others
• Perform other duties as assigned
• Drive Holden Forests & Gardens golf carts on the property as needed

Education and Experience 

• 2+ years of customer service management experience in retail, hospitality, cultural attractions, or similar guest-facing environment
• 2+ years of retail and/or cash handling experience
• 2+ years of experience using a point of sale or customer relationship management software
• Proficient use of Microsoft Excel, Word and Outlook email and calendar

• Proficient use of Microsoft Excel, Word and Outlook email and calendar
• Must enjoy working with the general public, families and children

• Must have a flexible schedule and be able to work weekends, evenings and some holidays. Regular work on one weekend day is required
• A valid Driver’s License and acceptable driving record are required
• Must pass a criminal background check and substance screening
• Must pass a criminal background and substance test
• Must have a driving record in good standing
• Must be able work a flexible schedule including some nights and weekends

Physical Demands
• Must be able to perform with or without reasonable accommodation:
o Ability to understand basic instructions using the English language
o Stand and/or sit for extended periods of time
o Perform tasks in all weather conditions; temperatures may range from 0-100 F
o Effective vision and hearing
o Hand and arm dexterity
o Walk and work on wet, uneven, slippery terrain
o Kneel, bend, stoop, grab, and reach
o Regular lifting and carrying of up to 30 pounds, occasionally 45 pounds
o Occasionally walking on outdoor visitor attractions including stairs and platforms elevated 60-feet to 180-feet above ground

Application Instructions 

Review of applications will begin immediately and continue until the position is filled.
Qualified applicants should submit a résumé with salary requirements online to:

Holden Forests & Gardens is an equal opportunity, ADA employer and a drug-free workplace

Full Name 
Kim Wazlavek