Guest Experience Associate

Huntsville Botanical Garden•Huntsville, AL

4d•Onsite

About The Position

The Guest Experience Associate serves as a welcoming and knowledgeable ambassador for Huntsville Botanical Garden, helping create an exceptional experience for every guest from arrival through departure. Guided by the Garden's mission, Core Values, and brand standards, this position provides friendly, engaging, accurate, and efficient service that invites guests to discover, connect, and engage with the Garden. Guest Experience Associates are cross-trained to support both the Admissions Desk and Chrysalis Gift Shop and may be scheduled at either location based on staffing, programming, seasonal, and operational needs. Regardless of assignment, this position is expected to consistently deliver the Garden's guest experience and brand standards through service that is friendly, approachable, resourceful, engaging, and inviting. Through each interaction, the Guest Experience Associate helps guests feel welcomed, delighted, and refreshed while connecting them with experiences, programs, memberships, and products that enhance their visit.

Requirements

High school diploma
At least 3 months of retail or customer service experience.
Must be able to perform basic mathematical calculations commonly used in retail environments
Must be able to read and understand safety guidelines, departmental guides, and established procedures.

Nice To Haves

2 years of experience in customer service and utilizing POS software preferred.

Responsibilities

Welcome and engage guests with warmth, professionalism, and a genuine desire to help them enjoy their Garden experience.
Consistently demonstrate the Garden's Core Values, guest experience and brand standards in interactions with guests, members, volunteers, and fellow staff.
Maintain current knowledge of the Garden, including programs, events, exhibits, memberships, amenities, policies, and other information needed to confidently assist guests.
Answer the Garden's general phone line with a pleasant and engaging demeanor, respond to general and admissions-related questions, transfer calls, and process phone transactions according to established procedures.
Listen to and anticipate guest needs, answer questions accurately, and help guests navigate available experiences and resources.
Recognize that every interaction contributes to the guest's overall impression of the Garden and take ownership of creating naturally delightful experiences and resolving routine guest concerns.
Promote opportunities for guests to deepen their connection with the Garden through memberships, programs, events, classes, merchandise, and other offerings.
Maintain positive working relationships across departments to ensure information shared with guests is timely and accurate.
Support volunteers and other team members with information needed to successfully serve Garden guests.
Support Garden events, programs, and special activities as assigned, including working at temporary or alternate sales and admissions locations.
Help maintain the Guest Center and surrounding guest-facing areas as clean, organized, welcoming, and ready for service.
Process Garden admissions, memberships, program and event registrations, and other transactions using the point-of-sale (POS) system.
Use knowledge of the Garden and established key messages to explain and promote memberships, classes, programs, events, tours, and other opportunities.
Assist guests with tour requests and general wayfinding and provide information that helps guests make the most of their visit.
Maintain appropriate levels of brochures, forms, maps, and other guest-facing collateral and supplies.
Assist guests with merchandise selection by understanding their needs, sharing product knowledge, and making thoughtful recommendations.
Engage in proactive, suggestive up-selling while maintaining a guest-centered approach.
Process Garden admissions, memberships, and other transactions using the point-of-sale (POS) system.
Maintain familiarity with merchandise, Garden-related products, promotions, and other offerings in order to provide accurate information.
Wrap and package purchases and process phone or special orders according to established procedures.
Restock merchandise and maintain displays that are clean, orderly, attractive, and consistent with the Garden's visual and brand standards.
Assist with receiving and preparing merchandise for sale, including inspecting, pricing, packaging, and stocking products.
Follow established procedures for transaction accuracy, cash handling, inventory, safety, security, opening and closing assigned workstations, including preparing and balancing POS terminals.
Accurately process merchandise, membership, admission, and other applicable sales using the POS system, handle cash, credit card, and other transactions with appropriate accountability for Garden funds.
Run required reports, count banks, facilitate deposits and associated paperwork, and communicate change or supply needs.
Participate in department meetings, training, and cross-training opportunities and perform other duties as assigned.