Visitor Experience Manager, Morris Arboretum and Gardens at The University of Pennsylvania

Job description

University Overview The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023. Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play. The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more. Posted Job Title Visitor Experience Manager, Morris Arboretum and Gardens Job Profile Title Supervisor C Job Description Summary Morris Arboretum & Gardens of the University of Pennsylvania is hiring a Visitor Experience Manager to serve as the on-site manager for the Morris’s visitor-facing operations. The Manager is responsible for supervising frontline staff, ensuring exceptional customer service, and managing visitor operations. Job Description Job Responsibilities: Staff Management The Visitor Experience Manager hires, supervises, supports, and coaches a diverse group of 15 part-time frontline staff, ensuring a high level of professionalism and service-orientation. This position serves as the on-site manager for Visitor Experience, leading by example and jumping in to assist on the frontline whenever needed. This position serves as an on-call manager for visitor and facility emergencies during public hours. Customer Service The VE Manager works toward ensuring that the many people who visit have a wonderful experience, which requires planning for and addressing visitor satisfaction and safety. This position provides information and resolves issues for visitors in person, over the phone, and via email in a friendly, professional manner. Additionally, the VE Manager assists with Departmental planning pertaining to visitor engagement and satisfaction. Operations This role entails operational responsibility within the Visitor Experience Department, including: Ensuring efficient, effective operation of admissions, the visitor center/shop, and parking. Scheduling frontline staff, ensuring adequate staff resources for a variety of functional areas. Handling visitor communications. Assisting with retail purchasing, merchandising, and reporting, as needed. Managing cash banks and overseeing on-site transactional integrity. Providing support for the Rental Program. Qualifications: An Associate's Degree or two year college equivalent and 3 years to 5 years of experience or equivalent combination of education and experience is required. A valid driver’s license is required. The ability and willingness to work most weekends as well as some evenings and holidays. Customer focus with extensive experience serving customers/clients. Able to demonstrate experience with and the ability to manage staff, having honed skills in building teams, dealing with difficult situations, and creating positive work environments. Possess the ability to be calm under pressure, comfortable interacting with diverse groups, and able to think on their feet. Must be professional, self-confide