Guest Experience Assistant Manager

Description

PRINCIPAL FUNCTION:

Under the direction of the Guest Experience Manager, the Guest Experience Assistant Manager is responsible for overseeing daily guest operations, ensuring excellent customer service, maintaining Garden policies, and supporting team performance. This position plays a key role in driving membership sales, managing frontline staff, and ensuring an exceptional guest experience.

Essential Duties And Responsibilities

Guest Experience & Operations Management:

• Serve as Manager on Duty, ensuring smooth daily operations and responding to guest and staff needs.
• Conduct hourly walkthroughs to ensure guest adherence to Garden guidelines and maintain cleanliness and safety.
• Ensure staff compliance with Garden policies and departmental procedures.
• Develop and manage up-selling incentive programs to drive membership sales.
• Train, coach, and motivate Guest Experience leads and associates to enhance customer service, enthusiasm, and sales techniques.
• Maintain a high sense of urgency in admission and ticketing processes to ensure efficiency.
• Monitor and oversee employee audits to maintain accuracy and accountability.
• Manage and communicate with the call center to ensure accurate guest information and service metrics.
• Oversee mobility assistance equipment (scooters and wheelchairs), coordinating repairs and replacements as needed.
• Maintain the breakroom portable sink, ensuring it is clean and stocked with fresh water.
  
  

Administrative & Training Responsibilities

• Develop and conduct onboarding training for new hires.
• Regularly enter collected guest passes into Raiser’s Edge.
• Perform weekly inventory checks and order necessary supplies.
• Maintain and update lead documentation as needed.
• Ensure the cleanliness and organization of ticket booths and the Guest Experience storage closet.
• Track and verify employee attendance using WhenToWork, issuing disciplinary action when necessary.
• Assist the Guest Experience Manager with quarterly staff meetings and conduct monthly one-on-one meetings with associates.
  
  

Volunteer & Event Coordination

• Coordinate and update the volunteer greeter schedule with the Volunteer Manager to ensure proper coverage.
• Provide volunteers with event updates and assist with quarterly volunteer meetings.
• Attend and participate in weekly Special Events meetings and monthly Lunch and Learn training sessions with the Senior Manager.
  
  

Employee Engagement & Morale

• Implement initiatives to enhance employee engagement and morale.
• Maintain and update the membership sales tracking board in the Guest Experience hallway.
  
  

Requirements

Education/Experience:

• Bachelor’s degree or a combination of relevant experience and education.
• Minimum 2 years of customer service or hospitality experience, with at least 1 year of supervisory experience in a guest services environment.
  
  

Skills & Competencies

• Strong leadership, communication, and conflict resolution skills.
• Ability to train, coach, and motivate staff in sales and guest relations.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Experience with customer service and point-of-sale systems preferred.
• Proficient in Microsoft Word and Excel.
  
  

Physical Requirements

• Ability to walk frequently and stand for extended periods.
• Occasional bending, lifting (up to 50 lbs), and climbing.
• Manual dexterity for handling equipment and transactions.
  
  

Schedule Requirements

• Regularly scheduled weekend work, with evening and night shifts for special events.
  
  

Driver’s License

• Must have a valid US driver’s license.
  
  

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.