Guest Engagement Associate II

Job Description

Job Description

Description:

Maymont is a 100-acre historic estate and park, located in Richmond, Virginia, with many unique experiences for all to enjoy, including the historic Maymont Mansion, The Robins Nature Center, arboretum, formal gardens, and habitats for native Virginia wildlife and farm animals. Since 1975, Maymont has been maintained and operated by the nonprofit Maymont Foundation, committed to creating experiences that delight, educate and inspire its guests.

The Maymont Foundation is seeking a Guest Engagement Associate II who is responsible for supporting all aspects of visitor services while working alongside the Guest Engagement team to deliver exceptional experiences for every guest at Maymont. This role leads by example, modeling outstanding customer service, professionalism, and a welcoming attitude in every interaction. The Guest Engagement Associate II serves as a resource and positive role model for team members, helping to foster a collaborative, guest-focused culture while promoting consistency in service standards and daily operations. This position reports to the Senior Manager of Visitor Experience.

Essential Functions:

• Professionally and efficiently oversee daily guest engagement operations to ensure an outstanding visitor experience throughout Maymont, including the Robins Nature Center, the historic Mansion, Maymont Farm, native wildlife habitats, special events, and 100 acres of parkland and gardens.
• Provide guidance, support, and real-time coaching to team members, reinforcing service standards and helping staff confidently resolve guests’ needs and concerns.
• Support the guest engagement staff by providing ongoing customer service training for all staff and ensuring that the visitor desks and other guest services touchpoints are staffed appropriately.
• Lead sales and promotion of ticketed admission, on-site programs, membership, birthday parties and retail products
• Assist in the organization and inventory of retail merchandise
• Coordinate guest communications by responding to incoming phone calls and email inquiries, providing accurate information, documenting guest interactions as needed, and ensuring timely follow-up.
• Maintain current information on all Maymont experiences, including exhibits, events and programs, and effectively communicate offerings to guests
• Collaborate with other team members to develop and implement guest experience strategies and cross-promotional opportunities for new and existing experiences at Maymont
• Support Maymont community and fundraising events, which may occur outside normal work schedule.
• Serve as a captain during special events
• Assist with other duties and tasks assigned

Education and Experience:

• High school diploma or GED
• 1+ year prior customer service experience in retail, hospitality or similar guest-facing environment

Competencies:

• Excellent customer service skills
• Ability to professionally and courteously communicate during fast-paced and high-demand situations
• Demonstrated ability to collaborate within and across teams
• Ability to work flexible shifts including nights, weekends, special events and holidays. Must be available to work evening hours during Garden Glow October 14- November 8th.
• Strong analytical, data gathering and problem-solving skills
• Strong attention to detail
• Ability to work independently while leading and inspiring a team
• Flexible, creative and innovative
• Ability to pass a background check
• Valid driver’s license required with reliable transportation to/from Maymont

Physical Demands:

• Frequent sitting, standing, walking and talking for extended periods
• Frequent climbing, bending, stooping and lifting up to 50 lbs.
• Ability to work inside and outside in all-weather conditions
• Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus

FLSA Status: Part-Time 30 hours max, Hourly 17.00

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and perform other job-related duties. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Maymont Foundation is committed to creating a diverse environment and is proud to be an equal opportunity employer.