Visitor Services Supervisor

The Morton Arboretum•Lisle, IL

2d•$51,000 - $58,000•Hybrid

About The Position

We are seeking a customer service pro to lead our team of front-line ambassadors who welcome 1 million visitors each year to the Arboretum. As a Visitor Services Supervisor, you will create a friendly, welcoming environment and consistently provide exceptional service to all guests while supporting your co-workers. Additionally, it is important to maintain a clear understanding of current and upcoming programs, activities, and events. The Visitor Services team shares information, sells tickets, and problem-solves professionally and courteously. Successful candidates will be dynamic people leaders who are able to multitask in a fast-paced environment, and be comfortable with technology to troubleshoot and program our electronic ticketing system, as well as great trainers and coaches who can support a strong team. Work occurs independently and alongside other supervisors. You’ll be part of a great group working together to thrive. Location: Hybrid (The Morton Arboretum, Lisle, IL) Position Summary : Supervise daily Visitor Services operations, including overall scheduling for Visitor Center and phone coverage, point-of-sale database administration, and communicating the Arboretum’s mission and information to our visitors. Ensure consistent and accurate information as it relates to Guest Experience throughout the Arboretum’s buildings, grounds, and website. Lead customer service training and guidance, and troubleshoot customer service issues. Coordinate Visitor Services staff roles in supporting special events, exhibitions, visitor programs, and other activities designed to enhance the visitor experience and increase attendance.

Requirements

Associate’s degree required, Bachelor’s degree preferred.
2+ years experience in customer service, management, recreation, or hospitality industry, and supervisory experience preferred.
Excellent written and oral communication and organizational skills required.
Accuracy in record keeping and data entry required.
Must present a professional image to the public by following the Arboretum/Visitor Services dress code.
Intermediate proficiency with Microsoft Office, Google applications, and Constituent Relationship Management systems is beneficial.
Outgoing, friendly, and enthusiastic personality.
Customer service oriented individual who is able to relate effectively with people of various backgrounds and ages.
Ability to model behaviors and lead by example in customer service interactions.
Willingness to accept responsibility and have the ability to motivate and direct staff.
Excellent oral and written communication skills and good organizational skills are essential.
Willingness to undertake varied assignments according to current needs and priorities.
Requires some physical activity: limited lifting and carrying (up to 40 lbs.); climbing stairs; and prolonged periods of standing and walking.
Includes at least one weekend day, and must be available to work evenings, and holidays.

Nice To Haves

Previous experience with retail, point-of-sale systems, ecommerce, and membership preferred.

Responsibilities

Maintain high standards for customer service.
Welcome and assist visitors in a friendly, outgoing, and helpful manner.
Answer questions about the Arboretum and its programs and collections.
Maintain an orderly and clean environment at the Visitor Center desk, the Administration Desk, and the Mail Room, including updating seasonal signage and maintaining stock of maps, guides, and other supplies.
Work closely with the Manager of Visitor Services to administer the Arboretum’s point of sale program. This includes software programming, staff training, and troubleshooting customer problems.
Collaborate with the other Visitor Services Supervisor to schedule staff, ensuring appropriate coverage by anticipating busy weekends and providing adequate coverage for special events while staying within budget.
Act as supervisor on duty as assigned, overseeing and providing direction on the daily work of Gatehouse Attendants, Visitor Services Assistants, Reception Assistants, and temporary Visitor Services Ticketing Assistants.
Assume management responsibilities for all Visitor Services programs in the absence of the Manager of Visitor Services.
Partner with the Visitor Services Supervisors and Manager of Visitor Services to develop and facilitate customer service initiatives and programs, including front-line staff training to maintain and deliver outstanding service and ensure welcoming, friendly, and helpful environments at all service points
Coordinate the training of Visitor Services staff in using the point-of-sale, event registration, telephone, radio, and e-commerce systems, and unified Visitor Services responses to customer service issues in person, via phone, and email.
Maintain updated procedure manuals for all Visitor Services operations and documentation of all current admission programs.
Work closely with other departments to anticipate upcoming visitor and traffic needs related to daily and weekly programs, appointments, and events.
Attend regular cross-departmental scheduling meetings.
Work closely with Marketing and Membership teams to ensure all digital and print communications with our members and guests are clear, consistent, and aligned, and staff are aware of outgoing communications to these groups.
Serve as a team lead during Illumination and other large-scale programs and events.
Demonstrate alignment with the Arboretum’s employee core values.
Other duties as assigned.
Serve in a supervisory capacity of one or more employees, providing leadership guidance and communicating the organization's goals.
Hiring, training, coaching, and developing team members, by providing recognition and feedback, and evaluating performance
Ensuring that team members adhere to the Arboretum’s policies and procedures, and maintaining a safe and compliant work environment
Building and maintaining positive working relationships with team members, colleagues, and other stakeholders to foster a collaborative and supportive work environment