Colorado Nonprofit Association

Visitor Experience Assistant Manager

About Denver Botanic Gardens: Green inside and out, Denver Botanic Gardens was founded in 1951 and is considered one of the top botanical gardens in the United States and a pioneer in water conservation. Accredited by the American Alliance of Museums, The Gardens has a robust living plant collection, natural history collection and art collection along with temporary art exhibitions. The Gardens is a dynamic, 24-acre urban oasis in the heart of the city, offering unforgettable opportunities to flourish with unique garden experiences for the whole family – as well as world-class exhibitions, education, and plant conservation research programs. 

For more information, visit us online at www.botanicgardens.org.

Denver Botanic Gardens is currently seeking a Full Time Visitor Experience Assistant Manager in our Membership and Visitor Services Department! Read below to see if the requirements might be a good fit for you:

Position Summary

The Visitor Experience Assistant Manager will play a leadership role in cultivating an informative, efficient and welcoming experience for visitors to Denver Botanic Gardens. This position will lead and guide a customer service team in facilitating memorable experiences for all Gardens visitors. This position will be responsible for assisting with crowd management, coordinating breaks and shift coverage of the employee team. It will track visitor behavior and feedback, and act as first point of contact for customer service issues. 

Requirements

General Duties and Responsibilities

• Provides positive experiences for visitors of all ages and backgrounds by being welcoming, approachable, and professional.
• Leads a team in creating memorable experiences for members and visitors of all ages and backgrounds.
• Focuses on developing and implementing fast, efficient, and organized crowd management strategies.
• Collects and compiles visitor feedback and behavior to continually improve and evolve the visitor experience.
• Executes Denver Botanic Gardens safety policies and procedures and is ready, willing, and able to assist with evacuations and other emergency situations.
• Functions as Manager on Duty for assigned areas. 
• Opens and closes assigned areas per Gardens protocol.
• Facilitates break coverage in assigned areas.
• Trains and mentors’ staff and volunteers.
• Resolves sometime complicated and high-level customer service issues.
• Maintains solid understanding of current and upcoming exhibitions in assigned areas and ensures staff and volunteers are knowledgeable and well-informed.
• Works closely with Member and Visitor Services team to improve the visitor experience.
• Tracks and submits daily attendance logs for the assigned areas.
• Maintains the standards of professionalism, including maintaining a positive, solution-oriented team demeanor.
• Maintains appropriate inventory levels of resources used in the art galleries.
• Reviews calendar with Member and Visitor Service Assistant Manager to ensure staff and volunteer coverage during all open hours.
• Regular attendance at the worksite may be 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.

Position Qualifications: Knowledge, Skills, and Abilities

• 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 highly organized and able to plan efficiently.
• Must be able to maintain confidentiality of information.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• 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.

Experience/Education:

• High school diploma / GED and/or combination of education is required. 
• Minimum of 4 years of experience in customer service, with preferably a minimum of two years at supervisory level.