Guest Experience Team Lead

City of Fort Collins, CO•Fort Collins, CO

45d•$18 - $20•Onsite

About The Position

This is a unique opportunity to create an exceptional guest experience at The Gardens on Spring Creek. The Guest Experience Team Lead will help guide the department that welcomes all visitors and facilitates all guest relations. This includes admission and membership sales, payment processing, class registrations, event ticket sales, tours, and group sales, gift shop program and café, concession management, cash and credit reconciliation, Butterfly House visitation, and emergency protocol implementation. The ideal candidate will have dexterity with point-of-sales transactions, relevant software systems, and business database use. This is a highly customer and staff-facing position and in-person role. The Guest Experience Team Lead works closely with the Guest Experience Supervisor and other Gardens' departments to coordinate smooth and efficient operations for the benefit of our guests. If you enjoy leading a team, giving excellent customer service, collaborating with different teams, and celebrating The Gardens on Spring Creek, we invite you to apply!

Requirements

Work variable hours including at least one weekend day and some evenings as needed for event support
Strong customer service skills and guest management experience.
Decisive and personable individual with the ability to handle challenging situations calmly and professionally while affirming institutional policies and procedures.
Strong interpersonal, supervisory, and communication skills essential.
Proficiency with CMS/database systems, ticketing systems, and Microsoft Office Suite required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
H.S. diploma or equivalent work experience.

Nice To Haves

Two years' experience in customer service, retail, or sales role.
Tested experience implementing emergency response protocols.
Valid Driver's License preferred

Responsibilities

Act as a team lead for venue's front desk and front desk staff, performing all aspects of customer service and guest experience.
Support staff on all aspects of front desk operations, including such things as database, sales, customer service, and phone systems.
Assists with earned income processes, including admissions, membership, event and box office ticketing, class registrations, concessions, and gift shop operations.
Facilitates the flow of day-of information to and from the Guest Experience team and other Gardens' teams.
Ensures front desk staffing is covered for the day.
Executes opening and closing procedures as needed, including cash handling procedures, safety and maintenance reports, etc.
Stays informed of all membership benefits and program changes .
Assists in oversight and maintenance of the Gardens gift shop.
Resolves customer service issues that arise during the shift.
Assist with bank deposits when needed.
Functions as "Manager on Duty" and provides front desk coverage as needed.
Leads Guest Experience operations for events, like Spring Plant Sale, Summer Concert Series, Pumpkins on Parade, and Garden of Lights.
Ensures staff is informed, prepared, and supported to delivery exceptional customer service during events.