Guest Services Representative The Holden Arboretum Holden Forests & Gardens (HF&G) connects people with the wonder, beauty and value of trees and plants, to inspire action for healthy communities. When you join HF&G, you join a team of professionals who are passionate about improving Northeast Ohio’s communities through our mission-driven programs. Opportunity: The Guest Services department seeks a friendly team member to facilitate an exceptional guest experience by offering great customer service while educating guests, selling admission, promoting membership, working in the gatehouse and contributing to a positive team atmosphere at the Holden Arboretum. Key Responsibilities: The key responsibilities of the Guest Services Representative include, but are not limited to: - Supports Holden Forests & Gardens’ mission, vision, and values
- Actively welcome and receive guests, providing prompt and courteous service and orientation of the property, programs and events that support the mission and success of Holden Forests & Gardens
- Provide friendly, clear, and courteous customer service to encourage return visitation
- Process sales transactions for admission, membership, programs, and merchandise quickly and accurately using a computerized cash register with Altru, the organization’s constituent management and point-of-sale system
- Contribute positively to a team of guest services staff, seasonal employees, volunteers, and others
- Answer guest telephone calls & emails and assist guests with in-person inquiries
- Maintain the appearance, cleanliness and safety of public spaces, staff workspaces, and facilities
- Support on-site meetings/programs and assist with room set-up
- Manage customer concerns, provide prompt follow-up, and relay information as needed to supervisor
- Communicate effectively verbally, via email, and via radio
- Ensure proper admission policies are being followed
- Ensure safety practices are being followed
- Drive Holden Forests & Gardens’ golf carts on the property as needed
- Perform shifts at the Canopy Walk & Emergent Tower managing and monitoring guest flow, as needed
- Perform other duties as assigned
Qualifications & Skills: - Support the Arboretum’s mission, values, vision, and core commitment to the visitor experience and community engagement
- Demonstrate a passion for people and nature
- Retail and cash handling experience, preferred
- Experience with customer service, preferred
- Must enjoy working with the public, families and children
- Effective and appropriate verbal and written communication
- Ability to work within a team and be self-motivated when working individually
- Ability to take initiative and problem-solve
- Ability to work outdoors in a variety of weather conditions
- Must have a flexible schedule and be able to work weekends, some evenings and occasional holidays
- Valid driver's license and an acceptable driving record
Must pass a criminal background check - Ability to understand basic instructions using the English language
- Stand and/or sit for extended periods of time
- Perform tasks in all weather conditions; temperatures may range from 0-100 F
- Effective vision and hearing
- Hand and arm dexterity
- Walk and work on wet, uneven, slippery terrain
- Kneel, bend, stoop, grab, and reach
- Regular lifting and carrying of up to 30 pounds
- Ability to work on THA structures for extended periods of time, including 202 vertical steps and platforms elevated 65 - 120 ft above ground.
Physical Requirements Must be able to perform with or without reasonable accommodation: - Ability to understand basic instructions
- Stand and/or sit for extended periods of time
- Perform tasks in all weather conditions; temperatures may range from 0-100°F.
- Effective vision and hearing
- Hand and arm dexterity
- Walk and work on wet, uneven, slippery terrain
- Kneel, bend, stoop, grab, and reach
- Regular lifting and carrying of up to 10 lbs. and occasionally 25 lbs.
Holden Forests & Gardens (HF&G) is a great place to work! In addition to the hourly rate of $15.00, Work in a beautiful environment within Greater Cleveland | Discounts in our stores & cafes | Free parking at both campuses anytime we are open | Free admission to many Northeast Ohio Museums | Free Employee Assistance Program How to Apply: Qualified applicants should submit resume, cover letter, and 3 professional references. Candidates will start to be reviewed immediately and continue until the role is filled. Holden Forests & Gardens is an equal opportunity employer and values an authentic sense of belonging at all levels of the organization, including staff, volunteers, Board of Directors, and visitors.
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