Job Description
Classification: 8341SO
Classification Title: BD Pro 1 - Sales Operations
Working Title: Guest Services Assistant Manager
Supervisor: Guest Services Manager
OVERVIEW:
The University of Minnesota Arboretum delights and inspires hundreds of thousands of visitors each year. Our ongoing success relies in part on excellence in Guest Services. The Guest Services Assistant Manager plays a critical lead role in assuring the development, execution, and financial management of all guest service functions. The Guest Services Assistant Manager is part of the Commercial Operations and Guest Services team. Core work includes:
-Support the Guest Services Manager to develop and successfully implement the Arboretum's guest services platform and strategy, including uniform service standards, training and certification for all consumer-facing staff.
-Support with recruiting, developing, delivering and leading Guest Services Consultant and Call Center team, Gatehouse team and Arboretum Bee Line Shuttle team operations management
-Assist with developing seasonal equipment rental revenue growth strategy
-Negotiating contracts with strategic partners and external vendors
-Collaborate and help manage operational and administrative functions to ensure specific projects are delivered on time, on budget and with world class excellence
-Strategic and tactical collaboration with Arboretum Education, Development and Operations managers
-On site leadership and project management - will include weekends and evenings
-Being responsible for all project budgets from start to finish - including meeting revenue targets.
-Ensuring excellence in customer service quality, and delivery - including establishing ongoing cross-organization service excellence training & certification
JOB DESCRIPTION:
50% Guest Services Leadership
-Help develop, propose and deliver long-term strategy and annual plans for increased guest service, engagement and satisfaction.
-Using a consultative approach, lead a team to engage visitors better, and deepen engagement experience in Arboretum programs and retail venues.
-Information Desk: Assist in the development of seasonal growth initiatives in Guest Services, including snowshoe rentals and s'mores purchases, arrange photography permits, coordinate holiday and summer music entertainment.
-Partner with private guests, corporate events and exhibit leaders to ensure meetings are properly set up, conduct pre-checks, client check-in, and provide problem resolution and post-meeting follow-up.
-Work cross-functionally with Arboretum staff to ensure a quality experience. Meet and exceed satisfaction and revenue targets.
-Planning support. Attend multiple cross functional planning meetings serving as a visitor/member and team advocate.
-Manager on Duty (MOD) support. Familiarity with Minnesota Landscape Arboretum Emergency Preparedness, Response and Recovery Pla
40% Guest Service Project and Program Support
-Hire, train, schedule, and supervise the Bee Line Shuttle temp/casual team which operates May-October Thursdays-Sundays.
-Schedule staff to ensure proper coverage and continuation of services to guests.
-Provide guidance on complex situations and problem solving for challenging clients.
-Set up general admission guest passes on the first day of each month extending availability two months out.
-Monitor tickets available based on daily events and master calendar
-Customer Relationship Management (CRM) project support representative from the Guest Services ticketing and gatehouse teams - helping with system benchmarking comparing alternate system functionality with comparable public gardens
-Collaborate with the Guest Services Manager to develop, propose and deliver an annual plan for increased seasonal equipment rental, including - but not limited to - snowshoe, audio tours and other activity-based rentals.
-Arrange music program opportunities for Music in the Gardens and Winter Lights Music.
-Contact groups and schedule dates 6 months in advance.
-Final check-in with scheduled dates for set-up needs and arrival times.
-Work cross functionally with Arboretum departments to maximize growth opportunities.
-Meet annual goals for earned income generated through facility rentals of the museum.
-Support the Arboretumâ™s goals related to diversity, inclusion, and equity by ensuring that services are accessible to visitors with disabilities. Suggest improvements and help coordinate services to enhance accessibility as needed.
-Modify processes for efficiency and quality of outcomes
10% Team Management,
-Provide leadership to seasonal Bee-Line & Bus shuttle guest services staff. Administer tasks and coordinate assigned tasks that include teamwork, communication and objective settings.
REQUIRED QUALIFICATIONS (must be mentioned on application/resume)
-Bachelor's Degree or a combination of related education and work experience to equal at least four years.
-Excellent written oral and interpersonal communication skills
-Service team & event leadership skills and experience
-Strong customer service skills. Previous experience and interest in working in a team-oriented environment.
-Ability to work a flexible schedule which will include weekends and evenings
-Very strong organizational, budget & project management skills
-Large public garden service experience
-Experience with Microsoft Word, PowerPoint, Excel, and Google Drives
-Knowledge of meeting space technology, ability to demonstrate use and assure positive experience
PREFERRED QUALI FI CATIONS:
-Consultative customer service experience
-Experience with meeting & space planning software, including EventPro
-Experience working in Altru and Asana
-Existing relationships with other large public garden visitor services leaders
-Existing relationships/experience ·with national client service education providers
ADDITIONAL INFORMATION:
This full-time position is at the Minnesota Landscape Arboretum in Chaska, MN.
"The employer reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.
General Behavior Statements
The Minnesota Landscape Arboretum has the following expectations of all employees in the areas of problem-solving, initiative, planning/organizational skills, interpersonal skills, attendance/punctuality and orderliness. Employees are expected to:
-Identify problems in a timely and efficient manner and offer practical solutions to problems whenever possible
-Consider the effects of decisions made before making a decision
-Offer suggestions on ways to increase efficiency and productivity
-Make appropriate decisions about when to act independently and when to consult with others
-Use resources wisely. schedule work effectively
-Courteously share information with other employees to ensure a knowledgeable, efficient, cohesive workforce
-Provide information to visitors in a courteous and friendly manner
-Offer help to coworkers when own workload permits
-Arrive for work as scheduled to not disrupt, delay, or cause: additional work for coworkers
-Give proper notification to the supervisor of scheduled absences
-Keep the work area appropriately presentable to the public
-Return shared equipment/supplies to the proper storage area after use or at the end of the day in ready-to-use condition
-Treat coworkers with respect and consideration
About University of Minnesota Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.
Connections working at University of Minnesota Twin Cities
Job Tags
Holiday work, Full time, Temporary work, Work experience placement, Summer work, Casual work, Seasonal work, Flexible hours, Sunday, Afternoon shift,