Hospitality Manager (Education)

EMPLOYEE CLASSIFICATION/WORK SCHEDULE: Full-Time Salaried position at 40hrs/wk, General work schedule is Thursday through Monday | 9:30am-6pm April-September & 9am-5pm October-March. Occasional evenings as needed.

BENEFITS: OBS offers a competitive benefit package including paid vacation, holidays, floating holidays, and personal time; health (OBS pays 100% of employees health premium, 50% for dependents), dental and vision insurance; and life and disability insurance. Employees also have access to paid parental leave and are eligible to participate in OBSs retirement plan with a generous employer match after one year of service.

ORGANIZATION OVERVIEW: Olbrich Botanical Gardens is home to 16 acres of outdoor display gardens and a 10,000 square foot tropical conservatory. In addition to being a top tourist attraction in Madison, tIndoors, the tropical Bolz Conservatory exhibits an extraordinary collection of exotic plants and orchids complemented by colorful birds and koi. Olbrich is committed to a culture of sustainability and education so that everyone - including future generations - can experience and learn about the fascinating world of plants and gardens. Olbrich Botanical Gardens is operated through a public/private partnership between the City of Madison and the Olbrich Botanical Society, the non-profit organization that raises over $4 million each year to support the daily operation of the Gardens.

PURPOSE OF POSITION: Olbrich Botanical Gardens seeks a Hospitality Manager to support guest relations for all guests visiting Olbrich Botanicals Gardens. The Hospitality Manager provides outstanding customer service to all guests on-site, over the phone and via email. This position oversees all daily operations of the Olbrich Botanical Gardens Visitor Center, including our team of Guest Associates, FOH volunteers and Tram Program. This position is a key member of the Olbrich Guest Experience Team, but will also work closely with the Membership and Development team to support Olbrichs culture of philanthropy. Ideal candidates have a background in hospitality and customer service and have a desire (enthusiasm) to work with the general public in high traffic environment.

ESSENTIAL DUTIES AND RESPONSIBILITES:
Visitor Center Management (25%)-
Provide supervision in the lobby during open hours (10-6 during peak season and 10-4 during off season) (Directing traffic flow, pt staff and volunteer involvement) Serve as a backup/fill in for any FOH positions as needed (i.e. greeter, Guest Associate, etc.) Develop systems for signing out, tracking and reporting of Olbrich visitor resources and services, including sensory bags, discovery packs, mobility devices, etc. for guests to utilize during their visits Maintain stock of brochures and other collateral, ensuring appropriate items are available for visitors. Communicate with Marketing Dept. when stock is low to allow sufficient time for re-ordering materials. Serve as point person for emergency procedure plans for day-to-day operations and special events Provide help and assistance with lost/sick children ensuring proper paperwork is maintained (incident reports, etc.)

Communication and Administrative Work (25%)-
Handle difficult and emergency situations as they arise as related to guests (conflict resolution) Handle positive and negative visitor feedback in a professional manner by listening, understanding, and taking appropriate actions, including providing feedback to various departments Maintain strong familiarity with Veevart / Salesforce systems used to process memberships, register guests for classes, sell event tickets (Active selling of Memberships, ticketing, classes, etc. to reach monthly revenue goals) Facilitate weekly line-up meetings (potentially multiple) and send follow-up email communications Maintain and update Communications Binder (create one) to support reliable knowledge sharing among all user groups including staff, volunteers, contract instructors, visiting artists, guests, etc. Send End Of Day reports Act as the liaison between front of house and administration departments on a daily/weekly basis to provide up-to-date information and priority communication. Issuing photo permits Manage Vending & Penny Machine Reimbursement Maintain and update procedural manuals for opening and closing of the visitor center as well as POS programs

Supervisory Responsibilities (20%) -
With feedback from the Guest Services Director, direct and supervise the Guest Associates, Lead Guest Associate, and Tram Driver staff In collaboration with the Volunteer Coordinator, manage and communicate with FOH volunteers Hire, train, support, schedule and evaluate personnel Implement a monthly team training/update meeting Support with FOH data collection and reporting (add what types of data/reports and how it will impact overall organization management) and compile monthly FOH report
Hospitality Management (25%) -
Help answer guest questions and provide general Olbrich visit information Building relationships with regular visitors Establish and maintain high standards for customer service among Olbrich Gardens Front of House staff. Ensures visitors are aware of and following Garden Etiquette, Photography Policy and other organizational policies. Collaborate with the overall Guest Experience Team and provide support to staff, including Gift Shop, Volunteer management and rentals, as needed. Related work as required
Other Related Duties (5%)
Support the work of the Membership and Development team by helping to reach membership goals Works to support Olbrich's culture of philanthropy, working to welcome donors, members, and supporters that are important to the organization
Perform Related Work as Assigned