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Director of Member and Visitor Services

Company: American Public Gardens Association
Location: Santa Barbara
Posted on: September 13, 2020

Job Description:

Are you looking to be part of a dynamic team, while working in a beautiful setting? Ganna Walska Lotusland, a non-profit botanical garden in Montecito, California, renowned as a top garden of the world, seeks a qualified, passionate candidate to join our team to ensure a consistent, high-level, personal and memorable guest experience, and the highest level of safety and enjoyment for Lotusland visitors and members.

Reporting directly to the Executive Director, this position is responsible for strategy, planning, coordination and execution of all activities related to members and visitors and all of the support staff that contribute to an excellent guest experience. This position collaborates with the team of Directors/Managers in other departments, and supervises reception, reservations, kiosk staff, and garden shop staff.

The Director of Member and Visitor Services is responsible for creating and managing standards, protocols and the database used for booking reservations and for the training of staff, Board, volunteers and docents in protocols and programs.

This position is responsible for the overall planning, development, marketing, organization, staffing and supervision of the Membership and Visitor Services Departments. This position will directly oversee all Membership operations including, but not limited to, acquisition campaigns, member recruitment and acknowledgement, fulfillment of benefits, renewal, and stewardship.

Working in cooperation with other departments, the Director of Member and Visitor Services oversees projects including print, social media and digital campaigns, on-site membership sales, plus digital correspondence and website presence as it relates to communicating and cultivating members. S/he should have deep knowledge of Donor Perfect or similar CRM and analytical skills to assess membership performance and identify means for growing the program and associated revenue.

This is a full-time, exempt position with salary dependent on experience. Benefits include health insurance, vacation and sick leave as well as a 403(b) Retirement Plan.

Ganna Walska Lotusland is an equal opportunity employer.

Desired start date September 15, 2020. Open until filled.

Duties & Responsibilities

Specific Duties and Responsibilities:

• Work closely with the Operations and Events Director to plan for and facilitate the guest experience during events and public programs.

• Establish and track analytics with management peers to inform marketing, messaging, member and donor cultivation.

• Conduct program/event ROI analysis, and harness donor ticketing and membership database technology to capture guest information and design follow up communications.

• Work closely with Director of Gardens and Facilities to ensure safe and accessible access.

• Develop and maintain a guest feedback collection and analysis system, and share data with management peers to assist in creating and modifying strategies.

• Create and manage annual budgets for each reporting department.

Schedule:

• During tour season of mid-February to Mid-November, normal work schedule is Tuesday through Saturday. Schedule may shift to Monday through Friday in off-season (December-January).

• Serve as “Manager in Charge” on Saturdays.

• Participate and assist in the planning and execution of evening and weekend public programs and events as needed.

Education and Experience

CANDIDATE PROFILE

The ideal candidate has experience working as an energetic non-profit leader with strong customer services skills, with a minimum of 5 years in a supervisory role, preferably in a museum or garden setting. This decisive and personable leader has extensive experience identifying, soliciting, and developing relationships, with a proven track record of meeting their goals. Superb written, verbal, management, and organizational skills are required, as is experience working with volunteers and the public.

MINIMUM EXPERIENCE/EDUCATION REQUIRED:

More than six years relevant managerial experience in visitor services related work is required.

Completion of college degree is preferred.

Experience with reservations systems is essential, and experience with donor databases is required. Experience working in a museum or garden setting, or in the hospitality industry, is desirable.

Experience with membership programs is desirable.

Experience in sales, handling cash and POS systems is desirable.

Knowledge of a second language is an asset.

ESSENTIAL REQUIREMENTS OF THE JOB:

Demonstrated management of a team of at least five staff subordinates.

A cheerful, positive attitude and superior ability to represent Lotusland in a friendly and professional manner.

Exceptional interpersonal skills, and the ability to successfully interface with all levels of the organization, including guests, members, donors, staff, trustees, volunteers and docents.

Highly effective verbal and written communication skills.

Highly effective organizational skills, with the ability to handle multiple tasks and logistics.

Ability to analyze and solve problems quickly, initiating and using sound judgment and maintaining a calm demeanor.

Expertise in reservations systems technology.

Expertise in POS systems.

Expertise in donor database systems.

Ability to prioritize and manage to deadlines.

Ability to manage multiple staff and work effectively with peers.

Detail oriented, with high level of accuracy and follow through.

Proficiency with computer and software applications (MS Office Suite including Outlook, Word, Excel, PowerPoint.)

Deep knowledge of Lotusland, and all its programs, operations and needs.

Must own and be able to operate a reliable vehicle, and possess a valid CA driver’s license.

Application Instructions

Applications may be sent by email to HR@lotusland.org . No phone calls please.

To apply, send resume with cover letter and three references to:

Rebecca Anderson, Executive Director

Ganna Walska Lotusland

695 Ashley Road

Santa Barbara, CA 93108

For more information, visit www.lotusland.org

Keywords: American Public Gardens Association, Santa Barbara , Director of Member and Visitor Services, Other , Santa Barbara, California

Click here to apply!

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