Guest Services Associate

A Day in the Life

As the first point of contact for our visitors, the Guest Services Associate role is an important one. You perform a variety of visitor-focused tasks, including welcoming people in a friendly and engaging manner, directing traffic flow in the parking lot, providing information, checking reservations, collecting admission fees, and selling Garden memberships and merchandise in the Garden shop and kiosk.

Work schedule is variable, but will definitely include weekends and holidays. We have a variety of schedules and hours available. This non-exempt position reports to the Guest Services Manager.

The Team

Our staff love native plants and more importantly, we love talking about native plants! Our shop is a popular gathering spot during Garden visits and our guest services staff are there to welcome and inform our new native plant converts! We are fortunate to have an experienced guest services team who know their way around a cash register but also understand that how we interact with guests can set the entire tone of their visit. Interactions with our kiosk and shop staff are often called out as a highlight in people's reviews of their visit. You will join an amazing team!

What You'll Do

• Welcome every visitor and provide outstanding customer service to people from all backgrounds, experiences, abilities, and knowledge levels. Build and strengthen relationships with the public to improve understanding and support of the Garden's conservation mission.
• Inform visitors and answer questions regarding the Garden's sections and grounds, rules, activities, and membership opportunities.
• Collect admission fees, membership contributions, and donations using a point of sale system. Accurately account for all members, visitors, and fees collected during shift and reconcile the cash register.
• Ensure traffic flow in parking lot is safe and efficient; this includes monitoring space availability and directing traffic, as needed.
• Use the radio when necessary to communicate with grounds crew regarding visitor questions and concerns.
• Appropriately direct visitor questions to supervisor, or if necessary, another Garden staff.
• Alert visitors to areas that are unsafe due to weather conditions or work in progress.
• Project a professional attitude and appearance, including clean, neat, appropriate attire and name-tag.
• Answer telephone in a friendly manner, efficiently route calls and relay information.
• Act as a liaison between business visitors and Garden staff.
• Accurately collect and record visitor and Conditional Use Permit data at set times.
• Maintain stock and familiarity with free Garden literature offered at Shop and Kiosk.
• Stay informed on store products, Garden displays and programs, and promote them to the public as needed.
• Maintain the entrance Kiosk, keeping it clear of leaves and debris.
• Respond appropriately to emergency situations as trained, report to the Lead Emergency Contact when necessary, and complete associated paperwork.
• Attend/complete all meetings and trainings, as required.
• Actively sell Garden memberships to achieve membership sales goals.

You Must Be Able To

• Interact with visitors in a welcoming and friendly manner, focused on providing an excellent guest experience.
• Interact politely and effectively with other staff, cooperating in a team environment.
• Work calmly and efficiently under pressure.
• Problem solve and troubleshoot issues independently, asking for appropriate assistance when needed.
• Communicate effectively and concisely.
• Use and understand the Garden's computers (including software such as Microsoft Outlook, Excel, Word, point-of-sale systems, and new programs, as necessary), cash registers, phones, credit card processing machines, calculators, and hand-held (two-way) radios.
• Lift and carry 30 lbs.
• Walk Garden trails with varied topography. Safely ascend/descend the parking lot slope to monitor traffic. Safely navigate inclines and declines up to 20%, steep stairs, creek crossings, etc.
• Alternate standing and sitting for lengthy periods of time, while simultaneously helping guests, using a computer or radio, talking on the phone, or directing traffic in the parking lot.

You Will Definitely Need

• One year's experience serving the public and operating a cash register;
• Proficiency with database and spreadsheet software;
• A valid California driver's license (because you may need to drive a Garden "cart")

It Would Be Nice if You Had

• Interest, knowledge, and/or passion for California native plants, ecosystems, or environmental conservation
• Proficiency in Spanish (not necessary, but we would love this!)
• Public garden or museum experience

More About Us

The Garden is a beautiful place to work. And in this role, you are often outdoors. In addition to beautiful views, outdoor work environments include exposure to extreme temperature fluctuations, rain, dust, allergens, poison oak, insects, wildlife, and sun exposure.

Disclaimer: You must be able to perform the essential functions of the position satisfactorily, and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Santa Barbara Botanic Garden retains the right to change or assign other duties to this position.