Guest Services Representative - THA

Holden Forests & Gardens; Kirtland (OH); On-site; USD 17,000 - 24,000; Part time

Job summary

Holden Forests & Gardens seeks a Guest Services Representative to welcome visitors at the Holden Arboretum in Kirtland, OH. You will handle admissions, memberships, and merchandise sales, while delivering outstanding guest service and program information.

This role requires a friendly demeanor, strong communication, and the ability to work weekends and holidays. The position supports a team-oriented environment in a beautiful Northeast Ohio setting with opportunities to engage families and

Qualifications

• Experience with customer service, preferred
• Retail and cash handling experience, preferred
• Must enjoy working with the public, families and children
• Effective verbal and written communication
• Ability to work within a team and be self-motivated when working individually
• Ability to take initiative and problem-solve
• Ability to work outdoors in a variety of weather conditions
• Must pass a criminal background check
• Ability to understand basic instructions using the English language
• Stand and/or sit for extended periods of time

Responsibilities

• Supports Holden Forests & Gardens’ mission, vision, and values
• Actively welcome and receive guests, providing prompt and courteous service and orientation of the property, programs and events that support the mission and success of Holden Forests & Gardens
• Provide friendly, clear, and courteous customer service to encourage return visitation
• Process sales transactions for admission, membership, programs, and merchandise quickly and accurately using a computerized cash register with Altru, the organization’s constituent management and point-of-sale system
• Contribute positively to a team of guest services staff, seasonal employees, volunteers, and others
• Answer guest telephone calls & emails and assist guests with in-person inquiries
• Maintain the appearance, cleanliness and safety of public spaces, staff workspaces, and facilities
• Support on-site meetings/programs and assist with room set-up
• Manage customer concerns, provide prompt follow-up, and relay information as needed to supervisor
• Communicate effectively verbally, via email, and via radio
• Ensure proper admission policies are being followed
• Ensure safety practices are being followed
• Drive Holden Forests & Gardens’ golf carts on the property as needed
• Perform shifts at the Canopy Walk & Emergent Tower managing and monitoring guest flow, as needed
• Perform other duties as assigned

Skills

Customer service

Retail experience

Cash handling

Teamwork

Communication

Tools

Altru POS system

Job description

Position:Guest Services Representative - THA

Location: Kirtland, OH

Job Id:261004

# of Openings:1

Guest Services Representative

The Holden Arboretum

Holden Forests & Gardens (HF&G) connects people with the wonder, beauty and value of trees and plants, to inspire action for healthy communities. When you join HF&G, you join a team of professionals who are passionate about improving Northeast Ohio’s communities through our mission-driven programs.

The Guest Services department seeks a friendly team member to facilitate an exceptional guest experience by offering great customer service while educating guests, selling admission, promoting membership, working in the gatehouse and contributing to a positive team atmosphere at the Holden Arboretum.

Key Responsibilities:

The key responsibilities of the Guest Services Representative include, but are not limited to:

• Supports Holden Forests & Gardens’ mission, vision, and values
• Actively welcome and receive guests, providing prompt and courteous service and orientation of the property, programs and events that support the mission and success of Holden Forests & Gardens
• Provide friendly, clear, and courteous customer service to encourage return visitation
• Process sales transactions for admission, membership, programs, and merchandise quickly and accurately using a computerized cash register with Altru, the organization’s constituent management and point-of-sale system
• Contribute positively to a team of guest services staff, seasonal employees, volunteers, and others
• Answer guest telephone calls & emails and assist guests with in-person inquiries
• Maintain the appearance, cleanliness and safety of public spaces, staff workspaces, and facilities
• Support on-site meetings/programs and assist with room set-up
• Manage customer concerns, provide prompt follow-up, and relay information as needed to supervisor
• Communicate effectively verbally, via email, and via radio
• Ensure proper admission policies are being followed
• Ensure safety practices are being followed
• Drive Holden Forests & Gardens’ golf carts on the property as needed
• Perform shifts at the Canopy Walk & Emergent Tower managing and monitoring guest flow, as needed
• Perform other duties as assigned

Qualifications & Skills:

• Support the Arboretum’s mission, values, vision, and core commitment to the visitor experience and community engagement
• Demonstrate a passion for people and nature
• Retail and cash handling experience, preferred
• Experience with customer service, preferred
• Must enjoy working with the public, families and children
• Effective and appropriate verbal and written communication
• Ability to work within a team and be self-motivated when working individually
• Ability to take initiative and problem-solve
• Ability to work outdoors in a variety of weather conditions
• Must have a flexible schedule and be able to work weekends, some evenings and occasional holidays
• Valid driver's license and an acceptable driving record

Must pass a criminal background check

• Ability to understand basic instructions using the English language
• Stand and/or sit for extended periods of time
• Perform tasks in all weather conditions; temperatures may range from 0-100 F
• Effective vision and hearing
• Hand and arm dexterity
• Walk and work on wet, uneven, slippery terrain
• Kneel, bend, stoop, grab, and reach
• Regular lifting and carrying of up to 30pounds
• Ability to work on THA structures for extended periods of time, including 202 vertical steps and platforms elevated 65 - 120 ft above ground.

Physical Requirements

Must be able to perform with or without reasonable accommodation:

• Ability to understand basic instructions
• Stand and/or sit for extended periods of time
• Perform tasks in all weather conditions; temperatures may range from 0-100°F.
• Effective vision and hearing
• Hand and arm dexterity
• Walk and work on wet, uneven, slippery terrain
• Kneel, bend, stoop, grab, and reach
• Regular lifting and carrying of up to 10 lbs. and occasionally 25 lbs.

Holden Forests & Gardens (HF&G) is a great place to work!

In addition to the hourly rate of $15.00, Work in a beautiful environment within Greater Cleveland | Discounts in our stores & cafes| Free parking at both campuses anytime we are open | Free admission to many Northeast Ohio Museums | Free Employee Assistance Program

Holden Forests & Gardens is an equal opportunity employer and values an authentic sense of belonging at all levels of the organization, including staff, volunteers, Board of Directors, and visitors.