Visitor Services Supervisor

We are seeking a customer service pro to lead our team of front-line ambassadors who welcome 1 million visitors each year to the Arboretum. As a Visitor Services Supervisor, you will create a friendly, welcoming environment and consistently provide exceptional service to all guests while supporting your co-workers. Additionally, it is important to maintain a clear understanding of current and upcoming programs, activities, and events. The Visitor Services team shares information, sells tickets, and problem-solves professionally and courteously. Successful candidates will be dynamic people leaders who are able to multitask in a fast-paced environment, and be comfortable with technology to troubleshoot and program our electronic ticketing system, as well as great trainers and coaches who can support a strong team. Work occurs independently and alongside other supervisors. You’ll be part of a great group working together to thrive. 

Location: Hybrid (The Morton Arboretum, Lisle, IL)  

Position Summary: Supervise daily Visitor Services operations, including overall scheduling for Visitor Center and phone coverage, point-of-sale database administration, and communicating the Arboretum’s mission and information to our visitors. Ensure consistent and accurate information as it relates to Guest Experience throughout the Arboretum’s buildings, grounds, and website. Lead customer service training and guidance, and troubleshoot customer service issues. Coordinate Visitor Services staff roles in supporting special events, exhibitions, visitor programs, and other activities designed to enhance the visitor experience and increase attendance.

Essential Functions:

• Maintain high standards for customer service. Welcome and assist visitors in a friendly, outgoing, and helpful manner. Answer questions about the Arboretum and its programs and collections. Maintain an orderly and clean environment at the Visitor Center desk, the Administration Desk, and the Mail Room, including updating seasonal signage and maintaining stock of maps, guides, and other supplies.
• Work closely with the Manager of Visitor Services to administer the Arboretum’s point of sale program. This includes software programming, staff training, and troubleshooting customer problems.
• Collaborate with the other Visitor Services Supervisor to schedule staff, ensuring appropriate coverage by anticipating busy weekends and providing adequate coverage for special events while staying within budget. Act as supervisor on duty as assigned, overseeing and providing direction on the daily work of Gatehouse Attendants, Visitor Services Assistants, Reception Assistants, and temporary Visitor Services Ticketing Assistants. Assume management responsibilities for all Visitor Services programs in the absence of the Manager of Visitor Services.
• Partner with the Visitor Services Supervisors and Manager of Visitor Services to develop and facilitate customer service initiatives and programs, including front-line staff training to maintain and deliver outstanding service and ensure welcoming, friendly, and helpful environments at all service points 
• Coordinate the training of Visitor Services staff in using the point-of-sale, event registration, telephone, radio, and e-commerce systems, and unified Visitor Services responses to customer service issues in person, via phone, and email. Maintain updated procedure manuals for all Visitor Services operations and documentation of all current admission programs. 
• Work closely with other departments to anticipate upcoming visitor and traffic needs related to daily and weekly programs, appointments, and events. Attend regular cross-departmental scheduling meetings.
• Work closely with Marketing and Membership teams to ensure all digital and print communications with our members and guests are clear, consistent, and aligned, and staff are aware of outgoing communications to these groups.
• Serve as a team lead during Illumination and other large-scale programs and events.
• Demonstrate alignment with the Arboretum’s employee core values.
• Other duties as assigned.

Supervisory Responsibilities:

• Serve in a supervisory capacity of one or more employees, providing leadership guidance and communicating the organization's goals. This includes:
  • Hiring, training, coaching, and developing team members, by providing recognition and feedback, and evaluating performance
  • Ensuring that team members adhere to the Arboretum’s policies and procedures, and maintaining a safe and compliant work environment
  • Building and maintaining positive working relationships with team members, colleagues, and other stakeholders to foster a collaborative and supportive work environment

Qualifications: Associate’s degree required, Bachelor’s degree preferred. 2+ years experience in customer service, management, recreation, or hospitality industry, and supervisory experience preferred. Previous experience with retail, point-of-sale systems, ecommerce, and membership preferred. Must find satisfaction in working with the public and be energized by public contact. Excellent written and oral communication and organizational skills required. Accuracy in record keeping and data entry required. Must present a professional image to the public by following the Arboretum/Visitor Services dress code. Intermediate proficiency with Microsoft Office, Google applications, and Constituent Relationship Management systems is beneficial. 

Success Factors: Outgoing, friendly, and enthusiastic personality. Customer service oriented individual who is able to relate effectively with people of various backgrounds and ages. Ability to model behaviors and lead by example in customer service interactions. Willingness to accept responsibility and have the ability to motivate and direct staff. Excellent oral and written communication skills and good organizational skills are essential. Willingness to undertake varied assignments according to current needs and priorities.

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Physical Demands: Requires some physical activity: limited lifting and carrying (up to 40 lbs.); climbing stairs; and prolonged periods of standing and walking.
• Work Environment: Work is performed primarily indoors in an office environment, with occasional outdoor work in the Gatehouses and, depending on the season, for events and programs.
• Equipment: General office equipment, point-of-sale, registration and ecommerce systems; VoIP (Voice over Internet Protocol) telephone, two-way radio.
• Schedule: Includes at least one weekend day, and must be available to work evenings, and holidays. An opportunity to work a compressed 4-day workweek may be available.

The expected hiring range for this nonexempt position is annualized at $51,000-$58,000 based on experience that will be evaluated during the candidate selection process. We believe in the importance of pay equity and consider the internal equity of our current team members as a part of the final offer. This position is also eligible for a competitive benefits package  

The Morton Arboretum is a champion for diversity, supporting a culture of inclusion that attracts, inspires, and engages people to achieve success. The Arboretum is committed to hire and develop employees based on job-related qualifications irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or veteran status. The Morton Arboretum is dedicated to complying with our obligations as an equal opportunity employer. All applicants are guaranteed equal consideration for employment.