Visitor Services Manager

Friends of Rookery Bay, a 501 (c) (3) non-profit organization supporting the 110,000-acre Rookery Bay Research Reserve, is seeking a full-time Visitor Services Manager for immediate hire (Tuesday – Saturday from 8:15 am to 4:15pm and occasional evenings). The position will co-manage Visitor Services at the Rookery Bay Environmental Learning Center (ELC). The ELC is a two story, 16,500 square-foot facility with four research laboratories, classrooms, 140-seat auditorium, touch tank, aquariums, interactive exhibits, art gallery, nature store, picnic area and butterfly garden.

Duties

• Co-manage Visitor Services at the Rookery Bay Environmental Learning Center.
• Manage and supervise a visitor service team (minimum of 1 employee and 10-20 volunteers), including scheduling and training.
• Manage Point-of-Sale system for entrance fees and nature store.
• Handle customer inquiries, complaints, and escalations in a professional and timely manner.
• Book reservations for programs, events and eco-tours.
• Solicit memberships and donations.
• Develop and implement visitor service policies and procedures to enhance the overall visitor experience.
• Maintain accurate records of visitor service activities, including customer interactions, feedback, and reports.
• Assist with weekly administrative office tasks and website updates.
• Collaborate with Friends of Rookery Bay (<10 employees) and multiple departments at Rookery Bay Research Reserve (<30 employees) to ensure seamless coordination of services.

Qualifications

• Proven experience in a similar role within the hospitality, food service or nature center/museum industry.
• Strong knowledge of customer service principles and practices.
• Excellent conflict management skills with the ability to handle difficult situations calmly and professionally.
• Knowledge of Point-of-Sale systems.
• Strong cash management experience.
• Proficient in Microsoft Office (Excel and Word).
• General computer skills, administrative principles and multi-line telephone systems.
• Reliable, organized and self-motivated.
• Ability to work Tuesday – Saturday from 8:15 am to 4:15pm and occasional evenings.
• Preferred Qualifications: Experience working with children or in a family-friendly environment; fluent in English and Spanish.

Compensation and Benefits

• A starting salary commensurate with the candidate’s qualifications, and with a range starting at $48,000/year.
• Health care reimbursement of 80% of your monthly health insurance premium, subject to a maximum cap set by the board each June as part of the budgeting process.
• 10 PTO days for the first year of employment; 15 PTO days after the one-year anniversary of employment; 20 PTO days after the five-year anniversary of employment.
• No less than 10 paid holidays per year as observed by the Florida Department of Environmental Protection – Rookery Bay National Estuarine Research Reserve schedule.
• 50% of base pay for the first 12 weeks of approved leave under the Family and Medical Leave Act (FMLA).
• Professional development assistance.
• Employee discounts.

If you are a dedicated professional with a passion for delivering exceptional guest experiences, we would love to hear from you. Apply today to join our team as the Visitor Services Manager!

Job Type: Full-time

Pay: From $48,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance

Schedule:

• 8 hour shift

Work Location: In person