Visitor Services Manager

The mission of the Houston Botanic Garden is to enrich life through discovery, education, and conservation of plants and the natural environment. HBG is a recently completed botanic garden that strives to inspire all people to love plants and be good stewards of the natural world. The gardens include a global garden with arid, sub-tropical, and tropical plants; a culinary garden with permanent and seasonal displays; a family garden centered around a lagoon; a woodland event garden; wetlands; and a coastal prairie on a 132-acre site.

The Houston Botanic Garden is seeking a Visitor Services Manager to oversee the visitor experience for 100,000, and growing, visitors a year. The ideal candidate is organized, attentive, detail-oriented, demonstrates strong problem-solving skills, is skilled in developing relationships both internally and externally, and desires to work in a dynamic organization in a stage of rapid growth.

MAIN JOB RESPONSIBILITIES

• Manage the ticket office and Garden shop staff of approximately 10 full and part time employees, including scheduling, delegating tasks and evaluating performance.
• Provide support to the Deputy Director of Operations and Visitor Services for exhibitions and events planning and logistics.
• Research and coordinate the sales program for group sales for ticket packages and add-ons.
• Serve as the on-site emergency contact coordinating responses per the Garden’s guidelines.
• Establish best practices for customer service and the delivery of the Garden’s mission through the guest experience.
• Provide additional support as needed for processing ticket orders and troubleshooting admissions questions.
• Develop and lead training for those who interact with customers, including part-time and contract staff, internal colleagues, and external partners.
• Provide ongoing maintenance and updates to informational signage and the Bloomberg Connects Digital Visitor Guide.
• Manages contractors and custodial and facilities crews on projects related to the safe, clean operation of visitor amenities.
• Ensure the Garden is properly cleared and secured at closing.
• Act as a positive ambassador for the Garden at all times.
• Maintain safe and welcoming environment for all visitors.

QUALIFICATIONS & EXPERIENCE

• Proficiency with Office software and ability to learn ticketing and POS software (Tessitura and Shopify)
• Bachelor’s degree preferred.
• 3-5 years of experience in guest services, event services, event sales, hospitality or relevant field required.
• Experience managing full-time, part-time, and contract staff a plus.
• Experience in customer surveys and feedback analysis a plus (specifically Wordfly Pages).
• Capable of lifting moderate weights (tables, boxes, etc.) of up to 40 lbs.
• Position subject to passing a criminal background check
• Must be available to work some evenings and weekends.

SCHEDULE & SALARY

• Full-time, exempt
• Wednesday - Sunday schedule
• Annual salary - $52,000

APPLICATION PROCEDURES

Interested candidates should send a resume and cover letter to hr@hbg.org. We will contact those candidates who most closely match our requirements.

Thank you for your interest

Job Type: Full-time

Pay: $52,000.00 per year

Benefits:

• Employee discount

Schedule:

• Evening shift
• Holidays
• Weekends as needed

Work Location: In person