Guest Experience Associate

As the Guest Experience Associate, you will be responsible for creating an exceptional experience for all guests by answering inquiries in person and via phone, performing admission ticket transactions, working in the gift shops, and responding to guests needs and concerns. You will contribute to the mission of the Fort Worth Botanic Garden (FWBG) by serving as an excellent first point of contact for guests, ensuring they have a positive and memorable experience.

Key Responsibilities:

Accountability

• Assist with guest service tasks, including handling inquiries and resolving complaints.
• Participate in gift shop sales and inventory duties (receiving, stocking).
• Assist with the annual inventory count to ensure a clean audit is achieved.
• Develop and implement attractive product displays to enhance the shopping experience and increase sales.
• Maintain organized, clean, and well-presented store environments by regularly reviewing and updating product placement.
• Maintain organized, clean, and well-presented BRIT reception desk area.
• Handle outgoing mail and monitor incoming packages. Ensure the mailroom is clean and organized, and update mailbox arrangements as necessary.

People Management/Interactions

• Answer phone calls, greet and direct in-person guests, clients, office visitors, and event/rental space users and resolve problems.
• Stay up to date on FWBG event information, rental spaces, and program offerings to effectively respond to related inquiries from guests.
• Participate in team initiatives and contribute to a positive environment.
• Train new staff or volunteers as needed.
• Facilitate effective communication between guests and various departments.

Communication

• Communicate professionally and effectively with guests, coworkers, and vendors.
• Report guest experience issues and trends to management.
• Communicate policies and procedures to guests and team members.
• Collaborate with other departments and facilitate effective communication between departments and guests to ensure a seamless guest experience.

Knowledge and Skills Required:

• Experience with basic customer service and performing monetary transactions.
• Knowledge of guest service best practices.
• Familiarity with MS Office, office equipment, Clover POS, Altru, including phones, computers, and copiers/printers.
• Ability to learn and adhere to FWBG and guest service policies and procedures.
• Proficient in effectively handling telephone and in-person inquiries and complaints.
• Organized and able to prioritize tasks in a fast-paced, public-facing environment.
• Ability to work both independently and in collaboration with a team.
• Understanding of general record-keeping and clerical functions.
• Training in handling customer feedback and providing solutions.

Additional Job Requirements:

• Successful completion of a background and credit check (due to handling financial transactions).
• Be adaptable and flexible to changing schedules, including weekends, evenings, and holidays.
• Willingness to support and participate in FWBG public exhibitions and events.

Reasonable accommodation can be made to enable individuals with disabilities to perform the job.

To learn more about the Fort Worth Botanic Garden visit us at https://fwbg.org/