Seasonal Visitor Experience Lead

ABOUT US

Franklin Park Conservatory and Botanical Gardens offers world-class horticulture, art & nature-based exhibitions and educational programs. The 13-acre indoor and outdoor facility—situated two miles from downtown Columbus—features glasshouses including the historic John F. Wolfe Palm House; botanical gardens including the Scotts Miracle-Gro Foundation Children’s Garden and Scotts Miracle Gro-Foundation Community Garden Campus; and event venues. The Conservatory is home to the largest collection of Chihuly glass in a botanical garden and Light Raiment II by internationally renowned artist James Turrell. Committed to the community, the Conservatory strives to provide an accessible and welcoming experience to all.

MISSION

As a premier botanical garden destination, we connect people to nature and create life enhancing experiences.

VISION

Envision a world that celebrates nature as essential to the human experience.

JOB SUMMARY

The Visitor Experience Lead is a guest relations role model providing outstanding customer service while coordinating the daily operations of the ticket center. The Lead provides guidance, training, scheduling, and coaching to staff assigned to the Visitor Center. This position oversees the Conservatory’s online registration and point of sale systems, provides support for the group tour business, completes daily calendars and end of day reports, answers the main phone line, and solicits for membership.

This is a full-time, seasonal position working an average of 40 hours per week from September 2025- January 11, 2026.

Compensation: $17/hour

RESPONSIBILITIES

• Under the direction of the Visitor Experience Supervisor, coordinates operations and activities of the Visitor Center during shift; including training, mentoring and scheduling of Visitor Experience Associates.

• Participates in the interviewing, selection, and performance appraisal process for all VE team members.

• Well-versed in all aspects of the registration and point of sale systems, problem solving and handling all types of transactions.

• Administers opening and closing procedures of the Visitor Center.

• Follows established policies when handling complaints and refunds.

• Maintains the appearance and upkeep of the Visitor Center.

• Assists with the sales, scheduling, and logistics of the Conservatory’s group tour programs; generates additional revenue through membership and group tour sales; greets buses and leads large groups on tours of the Conservatory.

• Consistently demonstrates knowledge of all Conservatory’s activities including admission policies, information about exhibitions, events, education classes and membership benefits, and communicates these details to Visitor Experience staff.

• Completes the Conservatory’s daily schedule “Order of the Day” and End of Day reports and distributes to appropriate staff.

• Assists with attendance data management and reporting duties as assigned.

• Demonstrates a focus on serving visitors and guests of the Conservatory.

• Performs other duties as assigned.

KNOWLEDGE AND EXPERIENCE REQUIRED

• High School Diploma or Equivalent required; advanced degree is a plus, but not required.

• Proficient with point of sale software, online reservation systems and Microsoft Office suite.

• 1-2 years’ experience in retail sales or museum/attraction visitor experience and customer service.

• Prior supervisory experience is preferred.

• Knowledge of proper cash handling procedures, register operations and office machines such as calculator, postage machine, copier, fax and multi-line telephones.

• Ability to work weekdays and weekends; occasional evenings and holidays.

SKILLS REQUIRED AND RESULTS TYPICALLY ACHIEVED

• Expert skills in providing positive and friendly visitor/guest interactions.

• Ability to accurately count cash, reconcile numbers, and provide analysis regarding attendance, membership sales, and daily ticket sales.

• Ability to demonstrate flexibility, tact, and diplomacy with internal and external customers.

• Expert organizational skills, resulting in tasks completed on time and with strong attention to detail.

• Ability to demonstrate enthusiasm about the Conservatory and knowledge of its events and exhibits.

• Expert presentation and communication skills, including public speaking.

• Ability to supervise and mentor staff in a positive