Visitor Engagement Manager

POSITION: Visitor Engagement Manager

DEPARTMENT: Visitor Engagement

STATUS: Full-time, non-exempt position (weekend and some evening hours required, as needed)

RATE: $19-22/hour, dependent on experience

REPORTS TO: Assistant Director, Visitor Engagement

The Visitor Engagement Manager is an essential part of the team in charge of visitor interactions with the Garden. Responsibilities include managing the staffing and operations of the Admissions Kiosk, assisting with customer service, and providing administrative support for Garden events.

1. Works with others to provide customer service support through managing
   [email protected]
   , acknowledging receipt within 48 business hours with answers or updates or forwarding the request to another appropriate staff member.
2. Provides customer service through the main garden phone line, responding to general inquiries within 48 hours with answers or updates.
3. Adds daily admission tickets for the upcoming month to Altru (the Garden’s admissions and event management software), updating webforms and acknowledgment email.

1. Coordinates and calendars the schedule of Visitor Engagement (VE) Associates for the Admissions Kiosk, keeping in mind Free Days, other special events, and seasonally changing hours.
2. Checks in with the Admissions Kiosk staff on a daily basis, ensuring protocols and procedures are being properly followed and offering support during busy periods or special circumstances.
3. Serves as primary Admission Kiosk staffer as needed, including regular shifts, covering breaks, and emergency back-up.
4. Approves biweekly time cards, ensuring they are submitted by the deadline.
5. Conducts the interview process for new VE Associates and facilitates training of VE Associates.
6. Assists in the annual performance evaluation process for VE Associates.
7. Monitors inventory of publications, office supplies, computer equipment and other materials in regards to the Admissions Kiosk, particularly before and after weekends.
8. Works with Poppy Shop Coordinator to communicate pertinent information to VE Associates.
9. Facilitates communications about departmental initiatives, including membership programs, education events, horticultural maintenance, facility rentals and others to the Admissions Kiosk staff to ensure optimal efficiency of programming and visitor experience; ensures the team receives and reads Keeping Up With CalBG and Member Memo emails.
10. Creates and implements new protocols as needed.
11. Works with Advancement staff to drive membership sales by creating a monthly sales chart and updating it weekly, communicating progress to the Kiosk team.
12. Works with electronic ticketing system to update Kiosk interface and optimize sales process.
13. Attends monthly Emergency Preparedness & Response meetings as Kiosk representative, passing along relevant, tailored information to the Kiosk.
14. Assists Visitor Engagement and Advancement departments with attendance reporting and querying.
15. Updates documentation in the Kiosk folder in Google Drive, which is shared with all VE Associates.

1. Assists with planning and management of public events in the Garden, including key events such as Luminaria Nights, the Waterwise Community Festival, and summer concerts and movies.
2. Assists with communication with event participants regarding scheduling and logistics.
3. Provides input on programming and scheduling of events, as needed.
4. Serves as a key staff member during events, supporting participants, staff, and volunteers.

1. Personal enthusiasm and flexibility, with proven customer service and management experience.
2. Experience working with retail and office computer programs, including Google suite and databases.
3. Must be a self-starter, quick learner and have the ability to use judgment to identify and solve problems.
4. Ability to communicate well through speaking and writing.
5. Ability to work with individuals with diverse backgrounds.
6. Ability to communicate effectively with both adults and children in a courteous, respectful, and professional manner.
7. Knowledge of cash handling procedures: make proper change, complete credit card transactions, and perform accurate receipt management, following established procedures.
8. Must be comfortable working with large crowds and able to work outdoors or in semi-climate-controlled environments for up to six hours at a time.
9. Able to exercise sound judgment in performing responsibilities.
10. Interest in learning about California native plants.

CALBG offers competitive salaries and a comprehensive benefits package.

Qualified candidates please send cover letter and resume to:

California Botanic Garden
Attention: Human Resources
1500 N College Avenue, Claremont, CA 91711
Email:

California Botanic Garden is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. Each employee will be considered on the basis of individual ability and merit, without regard to race, color, age, religion, national origin, disability, sexual orientation, sex, or marital status.