Guest Services Manager

Daniel Stowe Conservancy•Belmont, NC

17h

About The Position

Daniel Stowe Conservancy inspires a love of nature and its beauty through unforgettable outdoor experiences. The 380 acres of Daniel Stowe Conservancy, featuring the Gardens at Stowe, provides visitors with a chance to reconnect with nature in all seasons. The property welcomes guests to spectacular gardens, a conservatory dedicated to the display of tropical plants and orchids, sparkling fountains, nearly 8 miles of trails and a dog park. The Guest Services Manager is an integral member of the admissions and front desk team and is primarily responsible for providing excellent customer service & support to each visitor to the Garden, while also overseeing the activity and staffing of the guest services desk. Serving as the lead for the guest services team, this role will ensure exemplary execution of all admissions processes. An ideal candidate will have excellent customer service skills, superb attention to detail, management and motivational skills and represent the organization in the highest form. This is a full-time position, with a Wednesday – Sunday work week.

Requirements

Exhibits a passion for the mission of Daniel Stowe Conservancy
Successfully pass a standard background review.
Must possess a valid driver’s license.
Must be able to work evenings, weekends, and federal holidays.
Excellent interpersonal skills and the ability to interact with a diverse audience.?
Excellent customer service and telephone skills.
Excellent verbal and written communication skills.
Ability to lift and carry up to 25 pounds.
Regular walking, lifting, twisting, crawling, pushing and pulling, grasping.
Frequent sitting, standing, squatting, and kneeling.
Must be willing to serve all guests equally regardless of their race, color, religion, national origin, age, gender, marital status, disability, veteran status, genetic information, gender identity, and/or sexual orientation.???
Minimum of a high school diploma.
Minimum of 3 years in customer service or sales.

Nice To Haves

Non-profit supervisory experience preferred.

Responsibilities

Understands the importance of each guest to the Garden and drives excellence to ensure an optimal experience in every way.
Leads the guest services team, assisting with recruitment, training, leading group projects, department initiatives, daily production management, performance assessment, and evaluations.
Develops, maintains, and edits monthly staffing schedule for the guest services team, ensuring the highest level of service for guests of the Gardens.
Communicates information regarding current and upcoming events, current trends, anticipated changes in customer flow or other needs as dictated by other organizational changes to members of the development and guest services team(s).
Processes admission, membership, and ticket sale transactions, both in person and over the phone, including accurate cash handling and payment processing.
Utilizes Altru (Blackbaud) CRM software to process memberships, manage guest records, enter guest information, and ensure database accuracy.
Verifies membership status for members, communicating expiration dates, member benefits, and membership promotions to drive renewals and upgrades.
Communicates membership options and benefits to guests, promoting and encouraging new memberships.
Provides guests with answered questions and recommendations on Garden events, exhibits, and seasonal highlights to enhance the guest experience.
Utilizes and promotes proper suggestive sales techniques to aid in customer service and increase sales and memberships for the organization.
Oversees and maintains all aspects of reservations for group tours, assuring that booked events are communicated to appropriate staff/vendors.
Assists with the oversight and maintenance of protocols and procedures to ensure excellent admissions, membership, and reservation processes for guests.
Oversees and manages the processes for cash intake, cash management, credit card security, ensuring proper checks and balances, and deposits.
Serves as the primary contact for answering phones when callers opt to bypass the voicemail system, and answers and tracks questions from callers, forwarding and following up as appropriate.
Serves as the primary contact for e-mail queries, forwards to appropriate staff, and follows up as appropriate.
Supports all Garden programs and events.
Serves as the manager on duty as needed, representing the Garden and serving as the point person to oversee general operations, opening and closing, and making general decisions on behalf of the Garden as necessary.
Exemplifies the Conservancy Mission Statement and supports staff, departments, and leadership in pursuing and achieving goals.
Performs any other duties needed to help drive our vision, fulfill our mission, and abide by our values.