About Denver Botanic Gardens: Green inside and out, Denver Botanic Gardens was founded in 1951 and is considered one of the top botanical gardens in the United States and a pioneer in water conservation. Accredited by the American Alliance of Museums, The Gardens has a robust living plant collection, natural history collection and art collection along with temporary art exhibitions. The Gardens is a dynamic, 24-acre urban oasis in the heart of the city, offering unforgettable opportunities to flourish with unique garden experiences for the whole family – as well as world-class exhibitions, education, and plant conservation research programs.

For more information, visit us online at www.botanicgardens.org.

Denver Botanic Gardens is currently seeking a Full Time Visitor Services Lead Representative in our Membership Department! Read below to see if the requirements might be a good fit for you:

Position Summary

This position will assist the Visitor Services Management team with the day-to-day operations of the Visitor Services department, including, but not limited to, cashiering, coordinating all areas of Gardens entry and exit at York Street and Chatfield Farms, opening and closing procedures, signage, cash management, processing membership, ticket and program registration sales, leading and directing staff, coordinating and reinforcing training plans, managing supplies, assist in the management and training of Ambassador volunteers, serve as Manager on Duty for special events and in the absence of Managers, serve as first point of contact for customer service escalation, assigning breaks, and attendance reporting. The Visitor Services Lead Representative will work closely with the Visitor Services Management team to identify areas of concern and Visitor Services trends. This position requires a flexible schedule including the ability to work weekends and some evenings.

Requirements

General Duties and Responsibilities

• Assists and/or acts as Visitor Services Manager on Duty including, but not limited to, overseeing opening and closing procedures, sign management, conducting huddle meetings, leading and guiding staff and Ambassador volunteers, assigning breaks and break coverage and radio management.
• Ensures compliance of all Visitor Services operating policies and procedures. Set, communicate, and ensure compliance with policies for reports, customer service, cash handling, refunds, and admissions opening and closing.
• Assists with cash management including, but not limited to, creating daily staff banks, rebuilding daily staff banks and creating deposits.
• Works with Visitor Services Manager and Assistant Manager to proactively identify skill and knowledge gaps and implement training plans.
• Identifies, troubleshoots, and communicates concerns and issues related to Visitor Services.
• Works closely with the Visitor Services Manager and Visitor Services Assistant Manager in striving to consistently provide and improve upon the positive visitor experience.
• Serves as primary point of contact for Customer Services escalations and communicating with Managers as needed.
• Maintains appropriate supplies and quantities for all entry/exit areas. Ensure areas a clean and organized. Identify and report any safety concerns to the appropriate parties.
• Reports monthly daily attendance numbers to Directors and Managers.
• Clears pending transactions – address issues as needed.
• Maintains regular admissions hours, as well as operate during special events, including evenings and weekends as necessary.
• Assists management in interview and hiring process for new employees.
• Assists management in employee assessments.
• Acts as a positive role model for the Membership, Visitor and Volunteers Services teams and Denver Botanic Gardens.
• Works with all departments to assure highest quality experience for all Denver Botanic Gardens visitors throughout the Gardens.
• Seeks to be knowledgeable about all Denver Botanic Gardens horticulture, exhibits, programs, and events to reflect the experience and brand at the Gardens.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Position Qualifications: Knowledge, Skills, and Abilities

• Ability to work weekends and some evenings and holidays.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Must be a reliable self-starter with problem resolution skills.
• Must be a self-motivated team player with the ability to meet deadlines, remain flexible, approach projects proactively, and provide intentional feedback to the team.
• Must be able to maintain confidentiality of information.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Must be detail oriented and flexible.
• Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to be flexible and willing to modify plans, when necessary, throughout the day.
• Ability to work a flexible schedule, including evenings, weekends and/or holidays.
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.
• Ability to work overtime as necessary.
• Must be a positive representative of the Gardens both internally and externally at all times.
• Must work with respect and cooperation at all times with fellow employees and the public.
• Must be committed to working safely at all times.

Experience/Education:

• High school diploma / GED and/or combination of education and equivalent experience is required.
• Minimum of 2 years’ experience in related field.
• strong cash management and data entry experience required.
• Experience in leading and directing staff.

Travel:

Up to 10% travel required. Requires the ability to travel to remote locations (or other Garden locations) where environment may vary significantly.

Denver Botanic Gardens has an incredible benefits package for eligible employees!

Our major benefits include a choice of Medical Plans, a Dental and Vision Plan and Life Insurance Plan. We have a Flexible Spending Account (FSA) and a Healthcare Spending Account (HSA).

The Gardens offers a generous Retirement Savings Plan with Company contribution of 6% after one year of service for eligible participants.

The Gardens also offers paid holidays, vacation, sick time and access to personal lines of insurance. Additional benefits include short-term and long-term disability coverage, an Employee Assistance Program (EAP) and an RTD ECO pass.

For eligible employees, The Gardens employment also includes a complimentary Denver Botanic Gardens Membership, access to Gardens education classes and summer concert tickets.

Come work for a place that offers you SO much more than just a paycheck!