Visitor Experience Associate, Part-time

Job Title: Visitor Experience Associate
Department: Visitor Experience
Type: Non-exempt, part-time employee
Reports to: Manager of Membership & Visitor Experience

POSITION

As a member of the visitor experience team, the Visitor Experience Associate (VEA) welcomes guests to the Garden, processes transactions including merchandise, ticket, and membership sales, and acts as an ambassador for the Garden’s mission while creating a positive visitor experience. As a representative of the Garden, VEAs are curious, enthusiastic, and caring individuals who create an inclusive environment and authentic invitation for all guests to engage with the Garden. VEAs spend 100% of their time on front-facing activities with other duties as assigned. Compensation is hourly, starting at $17.50.

RESPONSIBILITIES

  • Model outstanding customer service and visitor-centric best practices and follow the Garden’s
    Visitor Experience Quality Standards, including:
    • Greet and orient visitors warmly and genuinely.
    • Sell admission tickets, memberships, and merchandise using the Garden’s CRM, Veevart.
    • Complete all necessary training to become proficient in Veevart for processing sales and capturing visitor data.
    • With support from the Coordinator or Manager of Learning & Engagement, facilitate registration and check-in for group tours, programs, and events.
    • Answer directional and informational questions about the Garden and its offerings while making suggestions for deeper engagement with the Garden.
    • Answer visitor and member inquiries via telephone and email in a timely fashion.
    • Perform opening and closing procedures while ensuring the proper handling of cash and sales receipts.
    • Communicate potential or active problems to appropriate management and make suggestions for improved visitor experience.
    • Participate in procedures to respond to emergencies.
  • Ensure that the work area is kept well-stocked and neat, reporting any inventory and supply needs to management. Assist with stocking and organizing materials.
  • Support guest service and retail operation.
  • Attend monthly VE team meetings and virtual and in-person trainings as scheduled.
  • Other duties as assigned to meet the needs of the organization.

QUALIFICATIONS

  • Excellent customer service.
  • Energized by public contact and possess an outgoing, friendly, courteous, and enthusiastic personality.
  • Basic math skills, comfortable with technology and computers.
  • Flexibility with tasks and schedule.
  • Ability to work independently and collaboratively.
  • Willingness to learn about and interest in the Garden’s mission and living collection.
  • Proficiency with cash handling and experience using computerized point-of-sale system (preferred).
  • English proficiency required; bilingual skills a plus (especially Spanish)

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

  • Physical Demands: Requires some physical activity: limited lifting and carrying (up to 40 lbs.), moving from place to place which may include standing and/or walking for extended periods of time.
  • Work Environment: Work is performed in shared indoor and outdoor space in all weather conditions with staff and visitors following applicable health regulations and guidelines.
  • Equipment: General office equipment, charge card terminal, VoIP (Voice over Internet Protocol) telephone, golf cart, two-way radio, and computerized point-of-sale, registration, and e-commerce systems.
  • Schedule: Position requires regular weekday and weekend hours, and occasional holidays and evenings. Hours may fluctuate based on seasonal needs.

NOTE TO ALL CANDIDATES

Due to the nature of the Garden’s work, which may include interaction with children, you should expect to undergo and be cleared of an employment background/criminal check if extended an offer for employment. You also may be asked to provide proof of educational degree(s), licenses, credentials, or vaccinations relevant to the position.

Sonoma Botanical Garden is an equal opportunity employer. We value the diversity of individuals and the ideas, perspectives, insights, and values they bring to the workplace.

HOW TO APPLY

Interested candidates should submit a resume and cover letter outlining their qualifications and interest in the position to hr@sonmabg.org. Please include “Visitor Experience Associate” in the subject line. Applications will be reviewed on a rolling basis until the position is filled.

Sonoma Botanical Garden is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply. About Sonoma Botanical Garden:
https://sonomabg.org/