Visitor Service Associate
Location
Santa Barbara, CA | United States
Job description
Title: Visitor Service Associate
Classification : Part time Seasonal
Departmen t: Visitor Service
Reports to: Director of Visitor Services and Education
Compensation: $16 - $20/hour
Schedule: Wednesday - Saturday, 8:45am – 4:45pm, during tour season. Must be available to support Events.
About Lotusland:
Ganna Walska Lotusland is a 37-acre non-profit botanical garden and historic estate located in Montecito featuring a collection of over 3,700 plant species from around the world as well as historically significant Spanish Colonial Revival architecture. Since opening to the public in 1993, Ganna Walska Lotusland has grown to become one of the world’s premier botanical gardens and a center for sustainable garden practices, horticultural education, and plant conservation.
Mission Statement: Our mission is to preserve and enhance the distinctive botanical gardens of Madame Ganna Walska and educate and inspires visitors with Lotusland’s collections, sustainable horticulture practices and plant conservation. We believe that by fostering an appreciation and awe of nature, the Garden has the power to create positive change.
Position Description:
Ganna Walska Lotusland is in an exciting period of growth building upon its foundation to ensure a healthy and enduring future. The Garden is sharply focused on creating a superior level of enjoyment and experience for all staff, visitors and volunteers.
The Visitor Service Associate is responsible for providing excellent customer service to Lotusland garden visitors, including but not limited to: processing admissions, monitoring garden activity, and supporting other garden departments in a variety of areas as needed. This multi-faceted position will also be cross-trained to work in the Garden Shop, as a Garden Monitor, and/or covering the Front Desk. This position requires an individual who is passionate about the gardens, has impeccable customer service skills and treats all visitors and staff with graciousness.
Key Responsibilities :
Garden Kiosk
- First line of hospitality at the main gates of Lotusland.
- Operates the main gate for entry and exit of visitors ensuring security of the gardens.
- Communicates with Visitor Services, Reservations and Garden Shop regarding any special accommodations needed for visitors.
- Prepare for visitors at the start of the day, by performing outlined duties, including, but not limited to reviewing the kiosk report and conducting radio checks with Visitor Services and volunteers.
- Organizes and tracks all data regarding visitor arrivals and departures, reports data to reservations manager.
- Coordinates and confirms reservation updates and tours as needed.
- Maintains radio contact and communicates changes to visitor service, including late arrivals or cancellations.
- Responds to visitors’ needs in case of emergency or support in the garden.
Garden Monitor
- Walk the grounds of the garden ensuring collections are safe, secure, and undisturbed while visitors are present.
- Offer guidance to visitors, such as information or directions when asked.
- Greet guests at the Visitor Center upon entry and exit.
- Provide orientation to guests of the gardens.
- Inform guests about Lotusland’s Membership benefits and Lotusland’s events, programs, and initiatives at departure.
- Responds to calls for assistance from the Volunteer Garden Guides.
- The Garden Monitor will be the first line of staff support for Volunteer Garden Guides.
- Communicates closely with Visitor Service team to ensure gardens are covered, policies are enforced, and issues are promptly reported.
Garden Shop
- Ensure the Garden Shop is neat and orderly, all displays and supplies are well stocked, and advise when products are running low.
- Initiate and complete sales transactions with visitors. This includes greeting each visitor, suggestive selling and finalizing sale through credit card transaction.
Reception/Front Desk
- Answer the Garden’s central telephone lines promptly, answer inquiries courteously, and directs callers to appropriate staff offices and individuals as needed.
- Manage individuals entering the Garden’s staff entrance and report any irregularities.
- Respond to emergency needs by monitoring the status of facilities and taking steps to reduce or eliminate personal risk to visitors, in accordance with Visitor Services training.
- Report all emergency situations to appropriate management staff or authorities.
- Assist with clerical duties, which may be performed at the front desk for other departments, as assigned.
- Other reception tasks may include receiving mail, deliveries, ordering supplies as needed.
- Positively interface with volunteers, staff visitors and guests.
Knowledge and Abilities:
- Excellent customer service skills; including kind and effective communication both written and verbal.
- Solid organizational and problem-solving skills
- Ability to work as a team player, collaborate with other departments and conduct oneself in a professional manner.
- Highly proficient in the English language in person and by phone.
- Familiarity with computer systems and point-of-sale systems; the successful candidate must have experience with Microsoft Office Suite and Shopify, is a plus.
- Must be able to stand for extended periods.
- Must have a valid driver’s license
Qualifications and Experience:
- High School diploma, GED or equivalence in demonstrated skills from work experience.
- Experience in customer service.
Work Environment:
- Lotusland’s administrative offices are on a historic 2-story estate in a 37-acre garden.
- General office environment within the garden setting of Lotusland.
- Requires working outside during events and the ability to comfortably move around the garden.
- Frequent work on the telephone and computer (repetitive movement – typing)
- Frequent standing, sitting, walking, climbing stairs and bending with occasional lifting of light to moderate loads (25 lbs.)
- Occasional driving of company electric golf carts.
The responsibilities and deliverables listed above are intended to describe the general nature and level of work to be performed by the individual in the position. They are not intended to be an exhaustive list of all duties, responsibilities and/or skills. Other tasks will be assigned as needed.
Benefits
- Sick leave.
- Paid company holidays
Additional Information
Lotusland Core Values: Our internal and external practices are shaped by the following beliefs and behaviors.
People-first: By creating meaningful connections between individuals and our organization, we strive to foster a sense of belonging and ensure that everyone can engage in our work in a way that is meaningful to them.
Collaboration : We believe that by working together we can produce exponentially greater results.
Inspired: We believe in the transformative power of nature and the Garden, and its capacity to move us in positive ways.
Courageous: By embracing a brave mindset, we foster an environment that encourages innovation, growth, and continuous learning.
Strategic Priorities: The Garden is a place of growth.
Nature : Amplify the Garden’s social impact by fostering a greater understanding and appreciation of the natural world.
Community: Connect to a broad and diverse public by creating an institution rooted in impactful, respectful, and enduring relationships.
Inclusion: Practice diversity, equity, inclusion, accessibility, and belonging in all aspects of our work, both organizationally and through programming.
Operational Excellence: Create a healthy and sustainable institution equipped to fulfill its mission and public mandate.
Lotusland is an equal opportunity employer. We acknowledge that equal employment opportunity for all persons is a fundamental human value. Each employee will be considered based on individual ability and merit, without regard to race, color, age, religion, national origin, disability, sexual orientation, sex, or marital status.
Job tags
Salary
