Visitor Services Coordinator – Chatfield Farms

Denver Botanic Gardens•Littleton, CO

1d•Onsite

About The Position

Denver Botanic Gardens is seeking a Full Time Visitor Services Coordinator at their Chatfield Farms location. This position assists the Visitor Services Management team with the day-to-day operations of the Visitor Services department. The role involves cashiering, coordinating entry and exit at Chatfield Farms, managing opening and closing procedures, signage, cash management, processing memberships, ticket and program registration sales, leading and directing staff, coordinating and reinforcing training plans, managing supplies, and assisting in the management and training of Ambassador volunteers. The Coordinator also serves as Manager on Duty for special events and in the absence of Managers, acting as the first point of contact for customer service escalations, assigning breaks, and attendance reporting. The position requires close collaboration with the Visitor Services Management team to identify areas of concern and trends, and necessitates a flexible schedule including the ability to work weekends and some evenings.

Requirements

Ability to work weekends and some evenings and holidays.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Must be a reliable self-starter with problem resolution skills.
Must be a self-motivated team player with the ability to meet deadlines, remain flexible, approach projects proactively, and provide intentional feedback to the team.
Must be able to maintain confidentiality of information.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Must be detail oriented and flexible.
Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
Ability to maintain stability under pressure and able to deal well with stressful situations.
Ability to be flexible and willing to modify plans, when necessary, throughout the day.
Ability to work a flexible schedule, including evenings, weekends and/or holidays.
Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.
Ability to work overtime as necessary.
Must be a positive representative of the Gardens both internally and externally at all times.
Must work with respect and cooperation at all times with fellow employees and the public.
Must be committed to working safely at all times.
High school diploma / GED and/or combination of education and equivalent experience is required.
Minimum of 2 years’ experience in related field.
Strong cash management and data entry experience required.
Experience in leading and directing staff.
Up to 10% travel required.
Requires the ability to travel to remote locations (or other Garden locations) where environment may vary significantly.

Responsibilities

Assists and/or acts as Visitor Services Manager on Duty including, but not limited to, overseeing opening and closing procedures, sign management, conducting huddle meetings, leading and guiding staff and Ambassador volunteers, assigning breaks and break coverage and radio management.
Provides outstanding customer service to all staff, visitors volunteers, and Denver Botanic Gardens customers, including but not limited to phone, in-person, written, verbal, and electronic communication.
Creates bookings and process sales for general admission, classes, tours, and events offered at Denver Botanic Gardens.
Ensures compliance with all Visitor Services operating policies and procedures.
Sets, communicates, and ensures compliance with policies for reports, customer service, cash handling, refunds, and admissions opening and closing.
Assists with cash management including, but not limited to, creating daily staff banks, rebuilding daily staff banks and creating deposits.
Works with Visitor Services Manager to proactively identify skill and knowledge gaps and implement training plans.
Identifies, troubleshoots, and communicates concerns and issues related to Visitor Services.
Works closely with the Membership, Visitor, and Volunteer Services Manager in striving to consistently provide and improve upon the positive visitor experience.
Serves as primary point of contact for customer services escalations and communicating with Managers as needed.
Maintains appropriate supplies and quantities for all entry/exit areas.
Ensure areas are clean and organized.
Identify and report any safety concerns to the appropriate parties.
Maintains and organizes Chatfield’s lost and found.
Reports monthly daily attendance numbers to Directors and Managers.
Clears pending transactions – address issues as needed.
Maintains regular admissions hours, as well as operate during special events, including evenings and weekends as necessary.
Assists management in interview and hiring process for new employees.
Assists management in employee assessments.
Acts as a positive role model for the Membership, Visitor and Volunteers Services teams and Denver Botanic Gardens.
Works with all departments to assure highest quality experience for all Denver Botanic Gardens visitors throughout the Gardens.
Seeks to be knowledgeable about all Denver Botanic Gardens horticulture, exhibits, programs, and events to reflect the experience and brand at the Gardens.
Regular attendance at the worksite is required.
As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Benefits

Choice of Medical Plans
Dental and Vision Plan
Life Insurance Plan
Flexible Spending Account (FSA)
Healthcare Spending Account (HSA)
Retirement Savings Plan with Company contribution of 6% 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
Summer concert tickets