Jobs

Visitor Experience Coordinator


Lan Su Chinese Garden is seeking a PT, seasonal Visitor Experience Coordinator to work Fridays through Sunday within the garden. Please read the entire job description and application instructions before applying.

Job Title:
Visitor Experience Coordinator (VEC)

Department:
Programs and Events

Reports to:
Director of Programs and Events

Position status:
Seasonal, Part-Time Hourly. No benefits. Estimate 25-32+ hours a week. $12.00 per hour. 

Hours:
Fridays, Saturdays and Sundays  
9:30 a.m.-5:30 p.m. (winter), 9:30 a.m.-6:30 p.m. (summer).

Additional weekdays, holidays, and evening hours added based on the program and event needs.  

Position Purpose:
This position is responsible for delivering operational components that result in a first-class experience for each visitor. It includes everything from a friendly welcome, monitor and providing materials to explore and learn by, oversee programs to interact with, maintain a safe & clean place to be in. This position helps bridge the Chinese cultural experience for a typically western audience.

Position Scope:
Manage the operational aspects of the opening and closing the garden and program and event needs. Includes the set up and break down of program equipment, production and display of program signage, greeting and assisting with program partners, and overseeing and training program volunteers.

Manage the daily aspects of the visitor experience. Includes monitoring visitor guides, marketing materials, plant guides, and promotional materials, engaging with visitors and members to ensure a quality experience.

Manage garden safety by responding to visitor accidents, incidents and complaints. Oversee volunteer hosts, tour guides, program volunteers and program partners. Promote memberships and provide general garden information as needed.

Assist in managing event rentals such as photo shoots, small weddings, and proposals.

Essential Elements

  • Supervise and perform daily operations essential to providing a exceptional visitor experience
  • Open and close the garden in an organized and timely manner. Work in conjunction with the Teahouse for these daily operations  
  • Work with the Director of Volunteers in overseeing the volunteer functions resulting in great customer service and volunteer satisfaction
  • Model and demonstrate excellent service style to volunteer hosts
  • Engage with visitors in a positive manner and share knowledge of Chinese cultural and garden history
  • Coordinate with Facility and Horticulture Directors, reporting maintenance and aesthetic improvements.  Monitor and maintain bathrooms and pavilions for cleanliness and appropriate set-up
  • Act as first line of communication with Teahouse Manager and Teahouse staff
  • Monitor and maintain Garden collateral, visitor guides & learning materials. Make sure that all materials are available to visitors.  Notify Communication Director when reordering is needed
  • Respond to and resolve visitor accidents, incidents, complaints, compliments, suggestions and issues
  • Ensure visitor safety, by pointing out hazards, monitor behavior, and assisting with visitor needs
  • Submit a daily operations report and notify Director of Programs and the Facility Director of all accidents and incidents to employees, visitors and volunteers
  • Properly document incidents in a clear and detailed manner
  • Promote memberships and programming
  • Act as substitute volunteer host as needed
  • Support Volunteer and Group Tour Manager with volunteer and tour logistics


Implement "on the ground" operations of garden programs & events

  • Set up and break down equipment and materials essential to the successful implementation of programs and events
  • Create and display program & event signage
  • Assist and direct program partners to ensure a high level of visitor experience and building positive relationships with our program partners
  • Encourage visitors to participate in programs
  • Attend program and event meetings
  • Observe visitors as they interact with programs and make suggestions to Program & Event Director for improvements/changes


Assist in the operational aspects of private event rentals.

  • Work with the Director of Events on planning and implementing small private event rentals. Tasks include doing site visits, meeting clients before the garden opens or after the garden closes
  • Oversee the operational aspects of the event set up and break down (often table and chair set up)


Education & Experience Required

  • Proven experience in event/program execution and/or program coordination
  • Proven experience in front-line customer service
  • Previous experience in relating well with children and families
  • Proven history where on- time performance and managing multiple tasks were components of the job
  • Basic computer skills: Word, Excel & Outlook


Skills & Abilities Required

  • Experience in event management
  • Outgoing with a positive and professional demeanor and appearance
  • Excellent verbal & written communication skills
  • Detailed oriented with good organizational skills
  • A talent for collaboration, problem solving and remaining calm under pressure
  • Can lift 40 lbs and stand for extended time
  • Ability to respond professionally and appropriately to visitors, colleagues and volunteers
  • Self motivated and directed
  • Knowledge/interest in Chinese culture



TO APPLY:
Email your cover letter (body of email is ok) and resume to the email address listed with this ad, along with the subject: "VEC Job Posting." All applications must be received by 4 p.m. on Friday, July 10.

All applications not following these instructions will not be reviewed.

NO PHONE CALLS OR DROP-INS.

Lan Su Chinese Garden strives to attract, hire, train and promote quality individuals who have a proven ability to perform in a professional organization. Lan Su is proud to be an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available person in every job.

Lan Su Chinese Garden is committed to maintain an environment where employees contribute to the organization’s achievement, take pride in the results of their work, are appreciated as individuals and are encouraged to develop to the fullest extent. Lan Su is an Equal Opportunity Employer. It is our policy that employees will not be discriminated against in the terms and conditions of employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, disability or any other classification protected by law.