Visitor Experience Manager

The Morris Arboretum & Gardens of the University of Pennsylvania is hiring a Visitor Experience Manager to serve as the on-site manager for the Morris’s visitor-facing operations. The Manager is responsible for supervising frontline staff, ensuring exceptional customer service, and managing visitor operations.

Job Responsibilities:

Staff Management
The Visitor Experience Manager hires, supervises, supports, and coaches a diverse group of 15 part-time frontline staff, ensuring a high level of professionalism and service-orientation. This position serves as the on-site manager for Visitor Experience, leading by example and jumping in to assist on the frontline whenever needed. This position serves as an on-call manager for visitor and facility emergencies during public hours.

Customer Service
The VE Manager works toward ensuring that the many people who visit have a wonderful experience, which requires planning for and addressing visitor satisfaction and safety. This position provides information and resolves issues for visitors in person, over the phone, and via email in a friendly, professional manner. Additionally, the VE Manager assists with Departmental planning pertaining to visitor engagement and satisfaction.

Operations
This role entails operational responsibility within the Visitor Experience Department, including:

• Ensuring efficient, effective operation of admissions, the visitor center/shop, and parking.
• Scheduling frontline staff, ensuring adequate staff resources for a variety of functional areas.
• Handling visitor communications.
• Assisting with retail purchasing, merchandising, and reporting.
• Managing cash banks and overseeing on-site transactional integrity.
• Providing support for the Rental Program.

Qualifications:

• An Associate's Degree or two year college equivalent and 3 years to 5 years of experience or equivalent combination of education and experience is required.
• A valid driver’s license.
• The ability and willingness to work most weekends as well as some evenings and holidays.
• Customer focus with extensive experience serving customers/clients.
• Able to demonstrate experience with and the ability to manage staff, having honed skills in building teams, dealing with difficult situations, and creating positive work environments.
• Possess the ability to be calm under pressure, comfortable interacting with diverse groups, and able to think on their feet.
• Must be professional, self-confident, comfortable addressing issues directly, and willing to jump in where needed.
• Possess a strong focus on the details and information.
• Strong experience with both verbal and written communications.
• Able to laugh when things don’t go right.