Visitor Relations Supervisor

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People & Org Culture Generalist | Wellness Advocate | Career Match-Maker

Portland Japanese Garden – in Portland, Oregon – is hiring for a Visitor Relations Supervisor. The Visitor Relations Supervisors (VRS) are responsible for working closely with Visitor Relations Managers to supervise daily cross-functional support in our front-of-house locations, with a focus on ensuring an outstanding experience for visitors to Portland Japanese Garden. The Visitor Relations Supervisors report to the Director of Visitor Relations and are managed by the Visitor Relations management team. This position works from our primary Garden campus located at 611 SW Kingston Ave.

Primary Duties

• Work as needed across several front-of-house locations (Concierge Office, Welcome Center, Garden grounds, and the Pavilion Gallery)
• Provide proactive, positive customer service to Members, guests, and staff
• Serve as a role model, greeting guests, answering questions and enforcing Garden etiquette
• Perform all front-of-house functions, including but not limited to, selling admission tickets, processing memberships, or driving the Garden Shuttle
• Create and oversee daily staff rotations to maintain full coverage and service continuity
• In conjunction with VR Managers, train and inform staff on Garden policies, events, etiquette, and local visitor resources
• Address customer service issues and report staff performance concerns to leadership
• Lead cross-functional training of staff, ensuring staff are focused on delivering exceptional guest experience, including assisting with updating policy and procedure resources as needed
• Participate in opening/closing front-of-house locations, troubleshooting POS or IT issues, and working closely with Manager-on-Duty with emergency response
• Participate in maintaining a world-class appearance of Garden grounds and front-of-house locations, including conducting regular housekeeping tasks indoors and outdoors, and restocking supplies, brochures, etc.
• Assist with providing customer service by phone or email
• Rectify daily cash deposit, including preparing cashier bags, overseeing counting in/out, and preparing change orders
• Enforce Garden policies and etiquette, including evaluating ADA service animal requests
• Attend regular department meetings and other Garden meetings as required
• Acquire and maintain current knowledge about the Garden and Garden events, regularly training staff on these details in conjunction with the Visitor Relations managers
• Work special Garden events as required, including necessary setup or take-down tasks
• Other duties as assigned

Other Responsibilities

• Familiarize oneself with the organization and the Employee Handbook
• Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication
• Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
• Maintain a high level of professionalism in manner and appearance
• Adhere to Garden Dress Code and wear Garden uniform; all black, slacks, crew neck t-shirt, and close toed shoes. A Garden provided Happi coat is worn over shirt

Qualifications

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the position, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.

• Minimum 2 years customer service experience, with supervisory experience preferred
• At least 1 year of experience with customer relationship management and/or point of sale programs; experience with Tessitura a plus
• At least 1 year of experience with cash-handling, and/or demonstrated knowledge of financial best practices
• Excellent verbal and written English communication skills
• Proven track record of excellent customer service and effective problem-solving skills
• Proficient on a computer; familiar with Point-of-Sale software and other programs such as Microsoft Word, Excel, and Outlook
• Current driver’s license; must be able to supply a satisfactory DMV report once hired

Special Requirements

• Flexible work schedule and able to accommodate changing Garden needs, including working weekends, evenings, and occasional overtime
• Must successfully complete first aid training, provided by the Garden
• Must be comfortable lifting up to 35lbs
• Must be able to remain in a stationary position and/or move about the Garden for several hours
• Knowledge of Japanese culture and/or bilingual in Japanese is a plus

Compensation & Schedule

• Wage: $21.00/hour
• This is a full-time, hourly position with 40 hours per week. Regular workdays may vary depending on occasional Garden events but will include weekends. Shifts are typically 8 hours (plus ½ hour lunch), between 7:45am and 7:30pm
• Portland Japanese Garden hours of operation are typically 8:00am – 7:00pm but is regularly open earlier or later for Garden events. Portland Japanese Garden is closed on Tuesdays.
• --- health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
• --- 401k plan (after 6 months, with 4% employer match after 1 year)
• --- flexible spending accounts for medical and dependent care expenses
• --- paid time off:
• ------ vacation: 2 weeks (10 days) per calendar year to start, with regular increases
• ------ wellness: 10 days per calendar year
• ------ holidays: 10 holidays per year
• --- free access to the Employee Assistance Program (EAP)

Transportation

The Garden is located at 611 SW Kingston Avenue, in Washington Park. Below are the transportation options for staff commuting to the Garden:

• Parking : Staff may park in the pay-to-park spaces throughout Washington Park. The cost is $8/day, or staff may request parking permits from Washington Park. The Garden’s Senior Staff subsidize a portion of the cost for parking permits; the cost for staff is $75/month during the high season (March – September) and $50/month during the low season (October – February).
• Bus Passes : For staff who take public transit as their primary means of commuting to the Garden, we provide paid bus passes. Full-time staff receive a monthly TriMet pass, and part-time staff receive daily passes, based on their work schedule.
• Transportation Stipend : Staff who take any form of alternative transit to get to work qualify for a $5 daily stipend. This includes taking public transit, walking, biking, carpooling, or getting dropped off. The only staff who do not qualify for the stipend are those who are receiving a bus pass through the Garden.

Applications

To apply, please submit a resume, and three work-related references. Incomplete applications will not be considered. Please no phone calls or hand delivered applications.Applications will be accepted until the position is filled.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Museums, Historical Sites, and Zoos

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