Assistant Manager, Guest Experience

Atlanta Botanical Garden Inc•Atlanta, GA

About The Position

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.

Requirements

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
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
Ability to walk frequently and stand for extended periods
Occasional bending, lifting (up to 40 lbs.), and climbing
Manual dexterity for handling equipment and transactions
Regularly scheduled weekend work, with evening and night shifts for special events
Must have a valid US driver’s license

Nice To Haves

Experience with customer service and point-of-sale systems preferred

Responsibilities

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
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
Distribute bi-weekly employee paychecks
Assist the Guest Experience Manager with quarterly staff meetings and conduct monthly one-on-one meetings with associates
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
Implement initiatives to enhance employee engagement and morale
Maintain and update the membership sales tracking board in the Guest Experience hallway