What are the responsibilities and job description for the Guest Experience Assistant Manager position at Atlanta Botanical Garden Inc?
Description
DESCRIPTION
The Guest Experience Assistant Manager is responsible for ensuring an excellent Guest experience at the Atlanta Botanical Garden. Under the direction of the Guest Experience Manager, this role holds the operational responsibility for ensuring the highest standards of service delivery to Garden guests commensurate with the reputation and position of the Atlanta Botanical Garden as one of the leading cultural and tourist attractions in Atlanta area. The position provides an overall outstanding Guest experience through efficient and effective admissions and crowd management processes, excellent customer service in all areas, and attention to aesthetic details throughout the Garden. At the same time, they will assist with analyzing and reporting visitation trends and projections and on-site membership sales. This position will assist the Guest Experience Manager in management and supervision of all Guest Experience staff in addition to interacting regularly with all levels of management and staff, Atlanta Botanical Garden members and Guests, and Board of Trustee members.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assist in managing the overall Guest experience for the Atlanta Botanical Garden
1. Assure that Visitor Center and the Garden are kept neat, orderly, and aesthetically pleasing. Work with Marketing, Education, and other departments to maintain appropriate aesthetics and messaging. See the Garden and the Garden Experience "through the eyes of the Guest" and constantly look for ways to improve their experience
2. Effectively interact with Guests ensuring complaint resolution, answering questions, providing wayfinding, and orienting Guests through the Garden
3. Responsible for managing and disseminating information for Guests, including maps, interactive materials, and other information
4. Assist in leading the annual Guest Experience Training program, providing all Garden staff ongoing training in operating procedures and Excellent Customer Service principles, and assuring the application of those principles consistently
5. While in the manager-on-duty role, guide all on-duty staff to ensure Guests' safety and security, aesthetics, and service issues. Acts as the Manager for the entire Garden during that time, reporting to functional managers regarding issues in their area
Assist in managing all aspects of the Admissions Operational functions
- Assist in hiring, supervising, and evaluating all Guest Experience Associate staff
- Ensure smooth operation, practical use, and reporting out of the POS system. Provide necessary guidance and coaching for staff to resolve any issues related to the POS system
- Effectively schedule appropriate staff based on projected visitation and complete payroll and membership sales data entry for payroll
- Coordinate effectively with Events, Membership, Maintenance, Security, Education, Marketing, and other departments in planning for and executing special Garden events and the day-to-day Admissions process
- Assist in the preparation and management of the Guest Experience annual budget
- Understand and report on trends and projections for visitation and underlying drivers
Assist in providing on-site Membership Sales
- Supervise and train Guest Experience Associate staff in on-site Membership sales strategies
- Constantly promote and periodically process membership sales using point-of-sale software; effectively answer all questions regarding membership sales
- Monitor the conversion rate of single-ticket buyers to members to ensure the achievement of budget projections for on-site sales
- Motivate Guest Experience Associate staff to promote Garden membership to Guests consistently
QUALIFICATIONS
- Associate's degree or corresponding combination of experience and education required
- A minimum of one year of front-end or retail management experience is required
- Strong presentation skills
- Excellent written and oral communications skills
- Outstanding customer service and analytical skills
- Attention to detail
- Strong problem-solving skills to respond quickly to emergencies, staffing difficulties, and guest issues
- Must have both an understanding of and experience in a membership-based organization
- Intermediate knowledge of Microsoft Word and Excel is also required
- Required availability for evenings, weekends, and holidays
Requirements
PHYSICAL REQUIREMENTS
- Possess mobility to navigate all Atlanta Botanical Garden areas (public and staff only), including inclined unpaved surfaces and uneven terrain
- Visual acuity to read detailed reports, spreadsheets, and other documents, and manual dexterity
- Ability to lift 30 pounds
- The position requires evening, weekend, and holiday work and overtime hours
MENTAL REQUIREMENTS
- Excellent organizational and time management skills
- Ability to effectively respond to multiple, changing, and often conflicting priorities is essential
- Must effectively interact with the general public, co-workers, and peer professionals
The above job duties and responsibilities describe the general nature and level of work for employees in this position, but this is not intended as an exclusive or all-inclusive inventory of all duties required of employees in this job.
It is the policy of the Atlanta Botanical Garden to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, reasonable accommodations will be made for qualified individuals with disabilities.
