Supervisor, Visitor Services

Summary : Supervises all daily admissions and provides ticketing / CRM support to the Visitor Services Department. Provides direct supervision and support to the Visitor Services Attendants. Ensures a high level of customer service to our public groups, members, and other Garden staff on-site, on the phone, or via online / social media contact.

Essential Duties and Responsibilities :

• Interviews, hires, trains, coaches, disciplines and manages staff with oversight from the Manager of Visitor Services
• Provides leadership, motivation, training, and supervision; promotes a culture of teamwork and mutual support; monitors employee productivity, workload, and morale with the goal of promoting employee satisfaction while accomplishing the Garden's mission.
• Performs opening and closing duties. In general, make sure everything is presentable and everyone has the tools and information they need to take care of visitors. Send emails and distribute reports on the day's activities, close down, straighten and secure the ticketing area.
• Trains staff and keeps current on the Gardens Ticketing / CRM system and Visitor Services' policies and procedures. Conducts performance reviews for direct reports.
• Schedules staff according to visitor patterns. Uses the facility usage report to adequately staff for events, school and tour groups, and special trams.
• Ensures the equipment, money, and supply inventory is adequate for seasonal operation and events are available and current procedures are communicated.
• Maintains strict oversight of the control room and cash handling procedures. Tracks and investigates cash overages and shortages on an ongoing basis.
• Maintains and updates the VS procedures manual and ticket counter resources.
• Maintains tram operations including reporting, audio management, general maintenance coordination, private tour and after hour booking, and staff training.
• Approves timecards, compiles payroll, and submits bi-weekly to the controller's office.
• Prepares and reconciles the VS daily, weekly, and monthly attendance and revenue reports using the ticketing / CRM system data. Creates custom reports as needed.
• Works with fellow supervisors to fully facilitate group visits. Manages entire group booking process from inquiry, to booking reservations, welcoming on site, and handling post visit feedback with group leaders. This includes visits during normal operational hours as well as after hour groups, and special events.
• Prepares regular event reports for annual festivals, shows and special events.
• Ensures that all applicable safety standards are followed : informs employees / students / volunteers of safety guidelines and safe working practices and routinely monitors to enforce them.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors / managers, volunteers, visitors, and employees.
• Performs other duties as required.

Supervisory Responsibilities : Supervises Visitor Services Attendants.

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Supervisor (title not person) :