Colorado Nonprofit Association

Visitor Experience Associate

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 Associate in our Membership and Visitor Services Department! Read below to see if the requirements might be a good fit for you:

Position Summary

Under the supervision of the Visitor Experience Assistant Manager, the Visitor Experience Associate ensures visitors have a positive in-gallery experience by providing a friendly greeting and orientation to the galleries, answering frequently asked questions, ensuring guidelines and policies are adhered to, and promoting events and resources that align with guests interests. The Visitor Experience Associate also provides impeccable customer service at the Information Desk by supplying guests and members with answers to frequently asked questions, providing wayfinding assistance, lost and found assistance, promoting events, membership, programs, and resources, and gathering data for visitor research projects. The Visitor Experience Associate works to make all visitors feel welcome and well cared for while maintaining a safe and engaging environment in both the galleries and at the Information Desk. 

General Duties and Responsibilities

• Proactively assesses visitor needs to ensure highest quality of customer service is met.
• Provides outstanding customer service to all visitors, staff, and volunteers.
• Provides assistance with questions related to the Gardens, Galleries, and/or Denver Metro area; know the answers to frequently asked questions.
• Follows established Lost and Found procedures including logging, storing, and returning lost items.
• Proactively seeks to be knowledgeable about all Denver Botanic Gardens horticulture, exhibits, programs and events to reflect the experience and brand at the Gardens.
• Champions and promotes the museum vision, mission, and brand while working at the Information Desk and in the Galleries.
• Assists with data capture for visitor research projects, such as gallery observations and feedback, surveys, and visitor interviews.
• Provides information about various Garden events, interpretation tools, programs, and tours including dates, times, audience, location, and contact.
• Works with Membership, Visitor Services, and other Gardens’ staff to provide a positive experience for visitors during events, programs, and tours.
• Follows Denver Botanic Gardens procedures to respond to and report suspicious activity and accidents, injuries, lost families and other hazardous situations. 
• Communicates and collaborates with security staff regarding potential safety issues and report incidents promptly.
• Understands Denver Botanic Gardens safety policies and procedures and perform assigned tasks as required including but not limited to evacuations and other emergency situations.
• Handles visitor complaints, provides appropriate solutions, enforces policies, and guides difficult situations while remaining poised, respectful, and diplomatic. Direct complaints to management as needed.
• Performs assigned tasks such as ensure artwork is not touched or damaged.
• Follows established communication and radio procedures, guidelines, and policies; Assists visitors with strollers and wheelchairs as needed.
• 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 have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to be flexible and willing to modify plans when necessary, throughout the day.
• Ability to be on your feet for long periods of time.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to work a flexible schedule, including evenings, weekends and/or holidays.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• 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 and equivalent experience is required. 
• Minimum of 1 years of experience in customer service working in a museum/cultural environment or similar type organization preferred.