Guest Experience Team Lead in SAN ANTONIO, Texas at San Antonio Botanical Garden

DEPARTMENT: Guest Experience

TITLE: Guest Experience Team Lead

REPORTS TO: Senior Manager of Guest Experience

DATE EFFECTIVE: July 22, 2022

STATUS: Part-Time/Flexible Schedule

FLSA: Non-Exempt

SUMMARY OF JOB
The Guest Experience Team Lead supports the day-to-day operations of the Garden Gift Shop and admissions kiosk. The Guest Experience Team Lead actively engages guests to enhance their experience through outstanding customer service. This position reports to the Senior Manager of Guest Experience and works closely with the Guest Experience Assistant Manager.

TASKS/FUNCTIONS
Provide a signature guest experience through outstanding customer service and advancing our Guest
Experience Standards.
Ensure guests and members of the Garden are following proper garden etiquette.
Act as a point of contact to help resolve concerns and answer questions.
Comply with and maintain all departmental and garden policies, standards, and procedures.
Assist with supervising, training, developing and coaching Guest Experience Associates.
Provide Guest Experience Associates with the necessary information, tools, and daily updates to effectively perform their job duties.
Maintain a professional work environment, serving as an example to all team members.
Assist with managing crowds during high visitation times.
Perform hourly walks of the garden, conducting quality checks and maintaining aesthetics.
Maintain familiarity with the Garden Gift Shop inventory and engages and assists guests in finding merchandise.
Assist in monitoring Garden Gift Shop sales, admission numbers, ticketing inventory, such as receipt paper, garden maps, and other documentation.
Provides accurate cash handling skills and operation of the point-of-sale (POS) system, supports, and performs proper opening and closing procedures, including processing admissions, memberships and carrying out gift shop sales.
All other duties as assigned.

QUALIFICATIONS
Must be at least 18 years of age or older.
Must be able to work weekdays, nights, weekends, and holidays to meet business needs.
Ability to work with a diversified workforce.
Must be able to work with and lead large groups of people.
Must be able to critically process situations and react quickly while using good judgment.
Ability to train others on the use of computers utilizing Microsoft Office and Blackbaud Altru systems.
Excellent communication, analytical, and problem-solving skills.
Ability to handle and manage large sums of money accurately.
Ability to follow written and oral instructions and perform basic math functions.
Ability to perform effectively in a fast-paced environment and solve problems with minimal supervision.
Ability to utilize strong verbal and interpersonal skills.
Ability to successfully pass a criminal background check.
High school diploma or equivalent education, preferred.
Minimum one year of experience in hospitality, retail, or customer service industry, preferred.
Previous sales experience, preferred.
Bi-lingual or multi-lingual, a plus.

PHYSICAL REQUIREMENTS
While performing the duties of this job the employee is required to sit and stand for long periods and walk. The employee must be able to reach with hands and arms; and use hands to finger, handle, and feel. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee is frequently required to talk and hear. The employee must occasionally lift and/or move carry, push, or pull at least 50lbs. Specific vision requirements for this job include close vision, color vision, depth perception, ability to focus, and night vision. The employee must be able to take directional cues directly or indirectly.

WORK ENVIRONMENT
While performing the duties of this job, the employee is frequently exposed to outside weather conditions.
The employee is regularly exposed to wet/or humid conditions, extreme heat or extreme cold.
The noise level of the work environment is usually moderate.
The environment can be moderate to fast-paced.

Job descriptions are guidelines that attempt to characterize major duties and responsibilities of employees and are subject to change as needs and programs change. At the San Antonio Botanical Garden, they are considered neither inclusive nor exclusive.
The San Antonio Botanical Garden is an Equal Opportunity Employer