Guest Services Assistant Manager

Job Posting Title:

Guest Services Assistant Manager

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Hiring Department:

Lady Bird Johnson Wildflower Center

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

32

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Mar 15, 2024

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Position Duration:

Expected to Continue

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Location:

JOHNSON WILDFLOWER CENTER

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Job Details:

General Notes

The University of Texas at Austin Lady Bird Johnson Wildflower Center is committed to inspiring the conservation of native plants through its public botanic garden and its education, research and outreach programs. Founded by Lady Bird Johnson and Helen Hayes in 1982, the Wildflower Center is the state botanic garden, a community gem, and a national leader in the field of native plant education, sustainable landscapes, land restoration and research. It is home to the largest living collection of Texas native plants in the state, welcomes 240,000 visitors annually, has 16,000 members and reaches more than 2 million people through its website. The Center is focused on improving landscapes, promoting biodiversity, and connecting people with our environment.

The Wildflower Center believes that the “environment is where we all meet,” as Lady Bird Johnson once wisely said. We are a community of people that care for each other, our land and our broader community.

Benefits-eligible Wildflower Center staff members enjoy the robust health, vacation, and retirement benefits of The University of Texas at Austin employees. Wildflower Center staff also get free parking and annual membership, discounts on Center classes, access to Wildflower Center featured events, and discounts at the Gift Store and Wildflower Café. An inspiring and beautiful work environment with outstanding coworkers awaits you.

Purpose
The Wildflower Center is seeking a Guest Services Assistant Manager to join our team. Our ideal candidate will provide top-notch customer service, manage all weekend shifts, and champion our mission and goals.

Job Responsibilities

• Assist with the guest services weekend operations: cover shifts for callouts when necessary, ensure admission services are operational, address staff time and attendance, address guest concerns, complete incident reports, troubleshoot issues when necessary. Assist with any ticketing-related technology needs.

• Assist with the supervision of part-time staff. Ensure staff is up to date with Wildflower Center knowledge. Facilitate part-time staff meetings. May create schedule for part-time staff.

• Provide excellent customer service by assisting with general admission, explaining ticket prices and discount programs, selling memberships, answering questions regarding special events, updating guests on operational changes, providing information as needed. Assist with managing crowds during high visitation times.

• Supervise admissions entrance, manage event guests, and report issues to guest services manager. Responsible for daily ticketing and admissions transactions.

• Work closely with Wildflower Center Altru users to identify best practices as they relate to database input and management. Review constituents’ records for accuracy and assist in correcting records according to UT standards.

• Attend Center-wide and team meetings. Complete required paperwork and reports.

• Other duties as assigned.

Required Qualifications

• Bachelor’s degree.

• 2 years of experience in a team lead/supervisory capacity.

• 2 years of experience on a cash register or point of sale (POS) equipment.

• 2 years of experience in a customer service-related field.

• Proficient in Microsoft Office.

• Ability to prioritize, manage responsibilities and troubleshoot issues in a fast-paced environment; ability to solve complex problems and independently make decisions.

• Highly efficient and reflective, always looking for ways to improve processes.

• Ability to train, direct, supervise, evaluate and motivate staff.

• Ability to establish and maintain effective working relationships with Center staff.

• Excellent phone etiquette and customer service skills.

• Reliable transportation and a valid TX driver’s license.

• Ability to work weekends and evenings as required during peak seasons and special events.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Experience with Altru POS system or other database systems.

• Experience in a public garden, non-profit or higher education setting.

• Prior work experience at the Lady Bi