Guest Experience Rep

Position Title

Guest Experience Rep (Hourly)

REQUISITION #:

req8059

Department

Cultural Services

LOCATION:

GARDENS ON SPRING CREEK

Benefit Category

Variable Hourly

View Classifications & Benefits

Employment Type

Part-Time Hourly

Hourly Rate

$16.00 - 17.00 per hour (based on relevant experience)

Selection Process

Application deadline is

3:00 p.m. MT on 3/21/2025

The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile.

Post-offer Background Check Required

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

SUMMARY: This position provides exceptional customer service through prompt and courteous service to all guests, staff, and volunteers at The Gardens on Spring Creek. This role facilitates transactions for general admission, memberships, classes, programs, events, and the gift shop. This is a guest-facing role and requires communication with guests and staff through phone, email, and in-person interactions.

BACKGROUND INFORMATION: The Gardens on Spring Creek is the community botanic garden of Fort Collins. It is a City of Fort Collins Culture Services facility with a nonprofit partner, the Friends of the Gardens on Spring Creek. The mission of The Gardens is to enrich the lives of people and foster environmental stewardship through horticulture. The Friends of the Gardens is a non-profit organization that supports The Gardens through fundraising and advocacy.

The facility includes a Visitor’s Center and 12 acres of gardens. A detailed description of the Gardens on Spring Creek and its programs can be found at www.fcgov.com/gardens.

A Guest Service Representative strives to provide a welcoming environment, setting the stage for an exceptional guest experience. They greet visitors at all points of entry, assist with membership sales and renewals, class registrations, retail operations, support after-hours programs and events, and seeks to be knowledgeable of all Gardens on Spring Creek horticulture, retail, programs, events, and offerings.

This position will generally require 15-20 hours per week and includes weekday and weekend shifts, with some evenings and holidays.

The ideal candidate is confident in their ability to perform this important work on behalf of The Gardens and open to feedback and new ideas. Working at The Gardens is a collaborative effort; this position requires the ability to work well within a team and cross-collaboratively.

Essential Duties And Responsibilities

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.

• Understand and promote all that The Gardens has to offer including exhibits, public programs, Butterfly House, membership offerings, youth and adult programing.
• Create a positive environment for all visitors by welcoming and engaging guests at each point of interaction.
• Opens, closes, and reconciles daily sales transactions. Must be able to accurately enter data, county money, and balance cash drawers in a fast-paced environment.
• Must have proven excellent customer service, problem-solving, and communication skills while facing the public.
• Enter bookings and processes sales for general admission, classes, tours, and events.
• Greets meeting/ event guests and trouble shoots any concerns while involving appropriate staff as needed.
• Assist visitors with sales in the gift shop and maintain knowledge of current offerings and vendors.
• Flexibility to work during some evenings and holidays to serve our visitors and contribute to their experience. Examples include Garden of Lights, Mother’s Day, Annual Plant Sale, Pumpkins on Parade, etc.
• Perform specific assignments at the request of the Guest Services Manager.
• Clean and organize the welcome desk, the Gift Shop, and public areas as needed.
• Other administrative or supportive duties as assigned.
  
  

City Competencies

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.
• Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends.
• A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations.
• A desire and ability to utilize digital tools for organizational information, individual, and teamwork.
  
  

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skills, and abilities required to perform the necessary functions of this position.

• Impeccable customer service and communication skills in all aspects of interaction with guests, staff, and volunteers.
• Excellent interpersonal skills when interacting with a diverse public including age, race and disabilities
• Demonstrates proficiency with computer POS systems, cash handling, and basic math and accounting skills.
• Proficient in Microsoft Word, Excel and data entry
• Phone management skills
• Ability to assess and prioritize tasks
• Self-directed, quick learner, responsible, dedicated, uses good judgment, detail oriented, positive attitude and a good team-player
• Effectively and collaboratively work as part of a team, actively participates in joint problem solving
• Knowledge of POS software management. Familiarity with Altru preferred.
• Knowledge of Microsoft Suite products, specifically Word, Excel, Teams, and Outlook.
• Must be committed to the care of our community and guests, with a dedication to our Vision, Mission, and Values
  
  

EDUCATION and EXPERIENCE: High School diploma or equivalent, plus two to four years’ experience in customer service preferred. Gardening knowledge is preferred.

LANGUAGE SKILLS: Able to clearly and effectively communicate both verbally and in writing. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

REASONING ABILITY: Ability to solve practical problems. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations

• CPR and First Aide Certification recommended.
  
  

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee may occasionally be exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6535 for assistance.

Notice Regarding Medical And/or Recreational Marijuana Use

Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy.

The City of Fort Collins is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to race, color, religion, creed, national origin or ancestry, sex, sexual orientation (including perceived sexual orientation), gender identity and expression, disability, age 40 years or older, pregnancy or related condition, genetic information, and, in certain specific circumstances, marriage to a coworker or any other status protected under federal, state, or local law.

Post Offer Background Check Required.

Note: Some information in your application may be public information under the Colorado Open Records Act.