Full Time Assistant Manager of Visitor Services

Ladewgardens; Maryland; On-site; USD 40,000 - 60,000; Full time

Job summary

Ladew Gardens is looking for a Full Time Assistant Manager of Visitor Services to enhance the visitor experience through effective management and team support. This role involves training staff, ensuring safety, managing operations, and delivering excellent customer service to visitors during open hours.

Qualifications

• 3-5 years of experience in relevant duties.
• Ability to interact with the public and maintain a pleasant demeanor.
• Excellent verbal and written communication skills.

Responsibilities

• Manage visitor services and safety and security during shifts.
• Train staff on workflows and customer service.
• Serve as a resource for technology systems.

Skills

Customer service

Interpersonal skills

Problem solving

Technology proficiency

Communication

Spanish proficiency

Job description

Description

We are seeking a Full Time Assistant Manager of Visitor Services to join our dynamic team reporting to the Director of Visitor Services. This position will support the Director and serve as a key manager and team member responsible for engaging in the delivery of an excellent visitor experience. The regular weekly schedule is Thursday through Sunday (34 hours) with one weekend per month off, during our regular season of April 1st to October 31st, with required availability for evenings and holidays. During the off season (November 1st through March 31st) the regular weekly schedule is Tuesday through Friday (30 hours). As a full time, employee meeting the 30 hour per week minimum, this position is eligible to participate in Ladew’s Benefits.

Primary responsibilities include:

- Serve as first level visitor services manager during shifts as assigned by Director of Visitor Services. All interactions shall be carried out in a manner that is aligned with the Ladew Way and genuinely demonstrating an understanding and respectful approach to serving the public.

- Train and serve as a resource to visitor services team members in the areas of day-to-day workflows, policies, protocols, and customer service.

- Maintains a thorough understanding of all property rules and policies while ensuring the safety and security of visitors and staff. Serves as on-site emergency responder, within Ladew protocols, as necessary to respond to incidents that occur.

- Manages facilities rental & photography programs, schedules and trains staff,

- Maintains working proficiency of all technology systems – POS, Donor & Membership CSR, Scanning Equipment, etc. to both utilize as well as serve as a resource for other staff members.

- Maintains a well-informed working knowledge of Ladew’s operational needs, history, programs and guest amenities.

- Interacts with and is available to respond to visitors’ questions and works to resolve unsatisfactory situations in an amicable manner.

- Participates in all staff activities to maintain general appearance, ambiance, and functionality of Admissions Building, Gift Shop, and Café.

- Actively participates in opening and closing requirements.

- Processing of gift shop merchandise including, but not limited to receiving, unpacking and inputting into POS system.

- Ability to give Manor House and/or Garden tours as needed.

- All other duties as assigned.

Requirements

Qualified Candidates should possess the following:

• 3-5 years of experience in supporting various functions and directly managing related duties utilizing problem solving techniques and making sound judgement decisions.
• Ability to effectively interact with the general public of all dispositions and maintain a calm, friendly and pleasant demeanor at all times.
• Ability to learn new technologies and master proficiencies required.
• Excellent verbal and written communication skills. Spanish proficiency a plus.
• Willingness to work flexible hours, including evenings, weekends and holidays based on the operational needs of the Gardens.
• Willingness to work outdoors in all weather conditions.

A customer service approach is key to the position as Ladew Gardens is committed to providing an excellent experience for our patrons and visitors that is above all memorable.