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
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
• 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
• 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
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
Experience with membership programs is desirable.
Experience in sales, handling cash and POS systems is
Knowledge of a second language is an asset.
ESSENTIAL REQUIREMENTS OF THE JOB:
Demonstrated management of a team of at least five staff
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
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
Detail oriented, with high level of accuracy and follow
Proficiency with computer and software applications (MS Office
Suite including Outlook, Word, Excel, PowerPoint.)
Deep knowledge of Lotusland, and all its programs, operations
Must own and be able to operate a reliable vehicle, and possess
a valid CA driver’s license.
Applications may be sent by email to HR@lotusland.org . No phone
To apply, send resume with cover letter and three references
Rebecca Anderson, Executive Director
Ganna Walska Lotusland
695 Ashley Road
Santa Barbara, CA 93108
For more information, visit www.lotusland.org