Visitor Services Manager

Job Description

The Houston Botanic Garden is seeking a Visitor Services Manager to oversee the visitor experience for 140,000, and growing, visitors a year. The ideal candidate is highly personable, organized, attentive, detail-oriented, demonstrates strong problem-solving skills, is skilled in developing relationships both internally and externally, and desires to work in a dynamic organization in a stage of rapid growth.

About Us

The Houston Botanic Garden is seeking a Visitor Services Manager to oversee the visitor experience for 140,000, and growing, visitors a year. The ideal candidate is highly personable, organized, attentive, detail-oriented, demonstrates strong problem-solving skills, is skilled in developing relationships both internally and externally, and desires to work in a dynamic organization in a stage of rapid growth.

Duties & Responsibilities

Visitor Experience & Engagement
-Oversee all frontline visitor services operations, ensuring a welcoming, inclusive, and high-quality guest experience.
-Establish best practices for customer service and the delivery of the Garden’s mission through the guest experience.
-Develop and implement customer service standards, training programs, and performance expectations for visitor services staff.
-Respond to visitor inquiries, feedback, and escalated concerns in a timely and professional manner.
-Ensure interpretive information, signage, maps, and digital guides support positive visitor engagement.

Staff Leadership & Training
-Manage the ticket office and Garden shop staff of approximately 7 full and part time employees.
-Recruit, train, schedule, and supervise all visitor services staff including delegating tasks and evaluating performance.
-Maintain clear communication and collaboration among team members and other departments.
-Provide support to the Director of Events and Visitor Experience on projects and event planning and logistics.
-Act as a positive ambassador for the Garden at all times.

Admissions, Ticketing & Retail Oversight
-Manage daily admissions operations, including ticketing system, membership sales and promo code usage.
-Provide additional support as needed for processing ticket orders and trouble-shooting admissions questions as well as work closely with the Tessitura team.
-Monitor and improve revenue from admissions and retail.
-Manage and oversee the food and beverage purchases for the Garden shop, as well as research new opportunities.
-Research and coordinate the sales program for group sales for ticket packages and add-ons.

Facility Operations & Safety
-Oversee the appearance, accessibility, and cleanliness of visitor areas, including entrances, restrooms, Garden gift shop, and surrounding areas.
-Monitor visitor flow and adjust staffing or signage to optimize circulation, safety, and comfort.
-Maintain a safe and welcoming environment for all visitors.
-Serve as the on-site emergency contact for the visitor services team, coordinating responses per the Garden’s guidelines.
-Coordinate with security guard and closing staff to ensure the Garden is properly cleared and secured at closing.

Education and Experience

Qualifications and Experience Requirements:
-Proficiency with Office software, experience with ticketing software Tessitura and ability to learn Shopify POS.
-Minimum of high school diploma or GED required. Bachelor’s degree preferred.
-3-5 years of experience in guest services, event services, event sales, hospitality or relevant field required.
-Previous experience managing full-time, part-time and contract staff required.
-Experience in customer surveys and feedback analysis a plus (Wordfly).
-Experience working at a similar cultural institution preferred.
-Excellent interpersonal and communication skills with a variety of audiences.
-Must be comfortable working with crowds.
-Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
-Ability to remain calm in stressful situations and help resolve event conflicts with tact and courtesy.
-Ability to exercise sound judgement in performing responsibilities.
-Proficiency in multiple languages desirable.
-Must be able to work in outdoor weather conditions.
-Capable of lifting moderate weights (tables, boxes, etc.) of up to 40 lbs.
-Must be available to work some evenings and weekends.
-Position subject to passing a criminal background check

Additional Information

Schedule and Salary:
-Full-Time, Exempt
-Thursday – Monday, subject to change based on Garden needs
-$52,000/yr.

Benefits:
Medical, dental, and vision insurance, retirement savings match, short term disability, long term disability, and life insurance available for full-time positions.

Application Instructions

Application Procedure:
Interested candidates should send a resume and cover letter to hr@hbg.org. We will contact those candidates who most closely match our requirements.

Thank you for your interest!