Visitor Services Supervisor, Shaw Nature Reserve

THIS POSTION IS REGULARLY SCHEDULED TO WORK SUNDAY-THURSDAY AT SHAW NATURE RESERVE IN GRAY SUMMIT, MO.

MUST HAVE THE ABILITY TO WORK EVENINGS, WEEKENDS AND HOLIDAYS.

Summary: Supervises visitor operations at Shaw Nature Reserve (SNR), including daily and special event admissions, membership promotion and sales, and retail sales. Provides direct supervision and support to all Visitor Services staff. Ensures a high level of customer service in person, on the phone, and through digital communications to the public, our members and other Garden staff. Responsible for administration of Tessitura CRM software and implementing system protocols at Shaw Nature Reserve.

Essential Duties and Responsibilities:

• Responsible for scheduling and ensuring that the SNR Visitor Center is adequately staffed during all open hours (7 days per week and up to 12 hours per day), including personally staffing the Visitor Center and addressing staffing needs due to scheduled and unscheduled absences.

• Ability to work rotating shifts including evenings, weekends and holidays. Ability to provide necessary support for times of high visitation, which includes weekends during all seasons and evenings during extended hours.
• Facilitates and/or implements daily facility closure procedures.
• Responsible for all Visitor Center operations, including equipment, money, and supplies necessary for daily admissions and special events.
• Working in collaboration with the SNR Facilities and Horticulture teams, ensures Visitor Center maintenance, appearance, and safety concerns are addressed.
• Responsible for general oversight of retail operations, including ordering, merchandising, promotions, and inventory maintenance.
• Responsible for all aspects of SNR visitor ticketing, membership, and retail operations using Tessitura CRM software.
• Keeps up-to-date with current Tessitura knowledge and any Garden-wide updates pertaining to Tessitura usage across the organization.
• When needed, modifies existing Tessitura training documents for Visitor Center staff and troubleshoots system concerns.
• Leverages Tessitura reporting to create and analyze various admission reports and visitor statistics.
• Interviews, hires, trains, coaches, and supervises Visitor Services staff at Shaw Nature Reserve.

• Manages the staff performance appraisal process by setting goals, maintaining performance records, providing written evaluations, establishing performance development plans, conducting on-going performance feedback, and addressing individual development needs.

• Leads and mentors direct reports (or other team members) by providing direction, resources, and communication to ensure team efficiency and workload balance.

• Coordinates visitor information needs, including ensuring the SNR website is kept up to date, and maintaining SNR maps, print material, and digital signage in Visitor Center.
• Collaborates with Communication staff and designers to support the Garden's brand while also organizing the production of tickets, signage and promotional (posters, catalogues, brochures) and marketing needs for events and Visitor Services at SNR.
• Identifies operational (including safety) and wayfinding signage needs. Collaborates with MBG Communication staff to design the signs and SNR Facilities staff to install them on grounds or in facilities.

• Responsible for clear communication of visitor safety and conduct guidelines, updating guidelines when needed, and providing appropriate resolution to visitor issues which may arise.
• Oversees all aspects of Visitor Services at SNR. Responds to visitor needs and concerns, ensures a positive experience for all visitors

• Provides SNR customer service training, in partnership with the Garden visitor services department.
• Coordinates group tours and self-guided day programs, communicating effectively with group leaders and coordinating staff or volunteer tour leaders, including step-on bus tours, tram and wagon tours, and member benefit tours.

• Responsible for SNR membership sales and coordinating with Institutional Advancement to provide print materials, member gifts, and promotional sales.

• Coordinates evaluation of visitor satisfaction and engagement.
• Meets expected attendance guidelines.

• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.

• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors/managers, volunteers, visitors, and employees.
• Ensures that all applicable safety standards are followed; informs students/volunteers of safety guidelines and safe working practices and routinely monitors to enforce them. Adapts or modifies work methods to reduce hazards. Reports all accidents, injuries and near-miss accidents immediately.
• Perform other duties as assigned.

Supervisory Responsibilities: Provides direct supervision for Visitor Experience Representatives, PT Visitor Services Attendants, and Volunteers.

Competencies:

• Communication - Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration - Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptable to changes; effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.
• Leadership - Incorporates a cluster of knowledge, skills and abilities required for management of people, budgets and assigned business functions/operations.

Qualifications/Experience:

• Minimum 3-5 years related experience in retail, customer service and/or sales environment.
• Prior work experience and guest relations/customer service work or volunteer experience.
• Prior supervisory experience directing the work of others required.
• Demonstrates highest level of professional and ethical conduct; knowledge and understanding of organizational policies, procedures and systems.

• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision.

• Strong attention to detail and accuracy.
• Excellent written and oral communication skills.
• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and working in close proximity to general public, in a safe and friendly manner.
• Ability to multi-task; ability to stay task-focused in an open environment.
• Scheduling flexibility that allows working weekends, evenings and holidays is required.
• Exceptional demonstrated project management, organizational, time management skills, problem-solving and conflict resolution skills required; ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects in a timely manner.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education:

• Bachelor's degree preferred; high school diploma or equivalent required.
• An equivalent combination of skills, education and experience may be considered.

Language Skills: Ability to communicate effectively in English (oral and written).

Mathematical Skills:

• Proficient college math aptitude - Requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc.
• Ability to understand and assist in developing project budgets.

Reasoning Ability: This position requires the ability to exercise independent judgment in handling unpredictable customer service situations (that may arise with visitors, vendors or coworkers).

Computer Skills: Microsoft Office Programs (Word, Excel PowerPoint and Publisher); experience with Tessitura or similar CRM software a plus.

Certificates, Licenses, Registrations:

• Must be able to obtain and maintain CPR/First Aid certification.
• Must have a minimum of three years driving experience and possess and maintain a valid driver's license with a clean driving record.

Physical Demands:

• Ability to utilize computer keyboard (typing).
• May be required to perform tasks at varying heights (i.e., climb ladders, etc.).
• Able to lift up to (30) pounds (i.e., load, unload and move supplies and equipment).
• Ability to work indoors and out in various weather conditions.
• Ability to work outdoors; with unavoidable variations in temperature and some uncomfortable conditions (i.e. wet, mosquitoes, ticks, chiggers, etc.).
• Ability to walk up to three miles on uneven terrain on and off trails.
• Ability to stand and move about entire facility for extended periods of time - 80% or more of the workday is standing on feet (e.g., extensive standing, walking, reaching and stooping).

Work Environment:

• Climate controlled buildings.
• Shared office space.
• Work outdoors in temperatures of (100F or more), humid conditions, as well as temperatures below 0F, in rain, snow and other inclement weather conditions and some uncomfortable conditions (i.e. wet, mosquitoes, ticks, chiggers, etc.) as needed.
• Scheduling flexibility that allows working weekends and holidays.

Contacts with Individuals/Organizations inside/outside the Garden:

• Missouri Botanical Garden staff and strategic partners.
• Volunteers
• Program participants
• Visitors

Supervisor (title not person): Senior Manager, Education, Events and Visitor Operations (SNR)