Visitor Engagement Supervisor

Bok Tower Gardens, Inc.•Lake Wales, FL

About The Position

JOB SUMMARY: The Visitor Services Supervisor will plan, implement and supervise the daily operations and activities of the Visitor Center and Entrance Gate, which includes visitor admissions, visitor relations, special events, front desk and entrance gate management, groups, and staff supervision. This position will also oversee certain aspects of the volunteer program, including the Green Team and information booth. The Supervisor is also in charge of booking, managing, and assisting all group sales to BTG, from pre-arrival through post-tour follow up. The Supervisor will also assist with the planning and executing of BTG special events, with the assistance of the Visitor Engagement Team.

Requirements

A genuine passion for excellent customer service
Excellent verbal and written communication and interpersonal skills, including effective presentation, negotiation, and problems solving skills
Ability to work independently to sell Gardens programs, membership, group packages, special events, educational programs and visitor services
Self-starter, creative, organized and goal and detail oriented
Ability to establish and maintain effective working relationships within the department and among other departments to create and maintain teamwork
Ability to analyze existing visitor procedures and policies and recommend improvements resulting in increased personnel efficiency and enhanced visitor experience
Ability to work a flexible schedule while successfully meeting deadlines
Ability to work and supervise effectively and enthusiastically the diverse audience of public visitors, clients, staff and volunteers
Excellent computer skills and proficiency in Windows PC and Microsoft Office software
Bachelor degree preferred
Minimum of three (3) years experience in business, public gardens, customer service or related field required, and;
Minimum of three (3) years proven administrative and supervisory experience

Responsibilities

Supervise the operations of the visitor reception area of the Visitor Center and Exhibit Hall
Responsible for observing and maintaining the established daily opening and closing duties
Ensure Guest Service Associates and volunteers properly and courteously greet visitors, answer questions, sell tickets, and promote memberships
Provide coaching and feedback to Guest Service Associates and volunteers
Maintain brochure/supply inventory; keep brochures/visitor information stocked and accessible, including printing, folding, and ordering
Maintain the current events notice board; keep all materials current
Monitor and report all facility needs to Facilities & Operations (restrooms, spills, etc.)
Handle money and daily cash reports
Respond to all medical emergencies, coordinating the filling out of the incident form, and providing the 24-hour checkup via phone to persons involved
Respond and mitigate any day of visitor issues
Create, update, and maintain staffing schedules for Gate Attendants, Guest Service Associates, Front Desk Volunteers, and Information Booth volunteers
Responsible for training of all VEA team members with assistance from the VS Leads, this includes maintaining a structured and consistent training program for VS
Maintaining and creation of training documents
Managing scheduling and fair scheduling practices.
Coordinate group sales
Makes reservations and provides information for group tours, special events, classes and other public programming
Assist in the development of new promotional materials and oversee their production and delivery to generate group sales with the VSP Team and Communications
Maintain records, reports and databases on an ongoing basis for active and prospective bookings as well as all sales activities
Conduct follow-up efforts with visiting groups to ensure total satisfaction to generate repeat visits
Solicit and manage key group target markets.
Coordinate public programming and group fulfillment
Greet and orient all groups
Schedule all fulfillment needs, i.e. garden walks, El Retiro tours, vouchers, and packages, etc.
Ensure food orders are placed and received in a timely manner for all groups
Processes all payments for groups, both in advance and day of
Establish and maintain an effective ongoing working relationship with all BTG departments
Resolve critical issues between customer and BTG staff that may arise before, during or after visit generating repeat visits from satisfied customers
Ensure that all BTG events and groups are properly loaded and maintained into Point-of-Sale system; work with Marketing department to ensure e-Commerce sales are fulfilled and entered
Works with Director of Visitor Engagement to plan and execute BTG events
Continuous communication with department heads, staff, volunteers, and visitors
Understand BTG policies, procedures, and history to disseminate visitor information as needed
Work and fill in at the Information Desk, Entrance Gate, as needed