Assistant Manager Visitor Services
About The Position
Denver Botanic Gardens is hiring a full-time Assistant Manager Visitor Services in its Membership and Visitor Services Department. The position assists Visitor Services Managers with daily operations in a fast-paced, high-volume, team environment focused on sales and customer service. Responsibilities include participating in staff and volunteer hiring, training, and evaluation; cash drawer and deposit management; resolving customer issues; and managing database-related work. The assistant manager performs management and supervisory duties when the Visitor Services Managers are absent. The role supports the Gardens’ mission of connecting people with plants and is expected to help deliver a high-quality visitor experience. Regular work at the Gardens may be required. Remote work is at management’s discretion and is available only to employees in good performance standing.
Requirements
- Strong leadership skills and experience motivating and training personnel.
- Excellent customer service, written and spoken communication, interpersonal, and analytical skills.
- Ability to read, analyze, and interpret scientific and technical journals, financial reports, and legal documents.
- Ability to maintain stability under pressure and handle stressful situations.
- Flexibility and willingness to modify plans as needed throughout the day.
- Ability to work a flexible schedule, including evenings, weekends, and/or holidays.
- Knowledge of Microsoft Suite products, specifically Word, Excel, Outlook, and Teams.
- Ability to work overtime as necessary.
- Must be a positive representative of the Gardens and work respectfully and cooperatively with employees and the public.
- Commitment to working safely.
- Minimum of 3 years of experience, or a combination of education and equivalent experience.
- Minimum of 3 years of prior supervisory experience.
Nice To Haves
- Associate degree in a museum, cultural environment, or similar organization.
- Strong computer skills in Windows-based applications, retail POS software management, Salesforce, and Ticketure software.
Responsibilities
- Perform supervisory duties, including reconciling Member and Visitor Services shifts and deposits.
- Conduct morning huddles with staff and volunteers.
- Train and manage Ambassador volunteers.
- Ensure calls, emails, and voicemails receive timely responses.
- Oversee assigned daily, weekly, and monthly duties and responsibilities of the Membership and Resource Center.
- Observe staff to ensure customer service expectations and Gardens policies and procedures are consistently met.
- Evaluate Membership and Visitor Services staff.
- Create and implement streamlined and effective strategies, policies, and procedures.
- Operate Member and Visitor Services with an expectation of outstanding customer service from personnel and Ambassador volunteers.
- Ensure compliance with Denver Botanic Gardens and operating policies and procedures.
- Set and communicate policies for reports, customer service, cash handling, refunds, and admissions opening and closing, and ensure compliance.
- Maintain regular admissions hours and operate during special events, including evenings, holidays, and weekends as necessary.
- Resolve customer service issues.
- Assist in hiring, training, and evaluating Membership and Visitor Services staff.
- Serve as a positive role model for the Member and Visitor Services team and Denver Botanic Gardens.
- Work with all departments to ensure a high-quality experience for Gardens visitors.
- Develop knowledge of Gardens horticulture, exhibits, programs, and events to represent the Gardens’ experience and brand.
- Perform management and supervisory duties in the absence of the Visitor Services Managers.
Benefits
- Choice of medical plans
- Dental and vision plans
- Life insurance
- Flexible Spending Account (FSA)
- Healthcare Spending Account (HSA)
- Retirement Savings Plan with a 6% company contribution after one year of service for eligible participants
- Paid holidays
- Vacation
- Sick time
- Access to personal lines of insurance
- Short-term and long-term disability coverage
- Employee Assistance Program (EAP)
- RTD ECO pass
- Complimentary Denver Botanic Gardens membership for eligible employees
- Access to Gardens education classes for eligible employees
- Summer concert tickets for eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
