Manager, Visitor Services

Summary : Plans, manages and coordinates all aspects of the Visitor Services (VS) department operations including group sales. Provides leadership and support while fostering a positive work environment for staff and a high standard customer service operation. Manages the collection and distribution of all visitor-related training and traffic flow documents. Plans and implements activities for Visitor Services that support the mission and operational objectives of the Missouri Botanical Garden.

Essential Duties and Responsibilities :

• Promotes a culture of teamwork and excellence in customer service.
• Oversees hiring, customer excellence program development and training, coaching and leadership of Visitor Services, Group Sales, and other visitor facing staff as assigned.
• Sets policy and procedures that promote a responsive, efficient operation to meet operational needs.
• Provides front-line direction for major events by ensuring the appropriate staffing, training materials, ticketing configuration and visitor expectations are met.
• Works closely with member operations team to ensure ticket counter operations meet changing visitor demands.
• Provides necessary feedback, analysis and documentation that reflect visitor experience and trends.
• Anticipates, addresses and resolves customer service issues in a timely manner both in person, phone, and digitally.
• Assists in determining ticketing requirements for new and ongoing events. Is involved in ticket creation / testing, maintenance and configuration in assistance with Visitor Operations Ticket System Administrator.
• Troubleshoots user issues within the ticketing system and either resolves or documents the issues for Ticket Administrator.
• Manages expenses and assists with budget planning for both Visitor Services and Events Department.
• Coordinates with other departments to provide services that increase revenue and support positive member and visitor experiences.
• Continually assesses, identifies and implements strategies to improve operations and quality of service.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors / managers, volunteers, visitors and employees.
• Perform other duties as assigned.

Supervisory Responsibilities : Supervises Group and Event Sales Coordinator, Visitor Services Supervisors, Visitor Services Attendants, assigned volunteers, and third-party contract staff.

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Supervisor (title not person) :