The pay rate for this position is $16/hr.
Job Purpose:
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, 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
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Assist with guest service tasks, including handling inquiries and resolving complaints.
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Stay up to date on FWBG exhibits, public vents, rental spaces, event pricing, membership program, and other program offerings.
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Maintain organized, clean, and well-presented store environments by regularly reviewing and updating product placement.
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Maintain organized, clean, stocked, and well-presented admissions desk area.
People Management/Interactions
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Provide friendly and professional in-person, telephone, and online assistance to guests and resolve problems in a positive manner.
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Provide timely and accurate information to guests and callers about events, rental spaces, pricing, membership, and programs.
- Participate in team initiatives and contributing to a positive environment.
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Train new staff or volunteers as needed.
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Facilitate effective communication between guests and various departments.
Communication
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Model FWBG's Core Values when communicating with guests, clients, donors, sponsors, coworkers, volunteers, contactors, and vendors.
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Report guest experience issues and trends to management.
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Effectively communicate policies and procedures to guests and team members.
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Collaborate with other departments and facilitate timely and accurate communication between departments and guests to ensure a seamless guest experience.
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Engage in all campus communication methods to stay informed and share information. This includes email, MS Teams, texts, calls, and newsletters. Ensure clear communication with others verbally and in writing.
Competencies: Knowledge and Skills required:
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Experience with basic customer service and performing monetary transactions.
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Knowledge of guest service best practices.
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Familiarity with office equipment, Clover POS, Altru, iPads, telephones, computers, and copiers/printers.
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Ability to learn and adhere to FWBG policies and procedures.
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Proficient in effectively handling telephone and in-person inquiries and complaints.
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Organized and able to prioritize tasks in a fast-paced, public-facing environment.
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Ability to work both independently and in collaboration with a team.
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Understanding of general record-keeping and clerical functions.
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Training in handling customer feedback and providing solutions.
Additional Job Requirements:
- Successfully pass a background and credit check (due to the handling of financial transactions.)
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Flexibility to work weekends, evenings, and holidays and be able to adapt to changing schedules.
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Ability to support and participate in outdoor FWBG public exhibitions and events in Texas weather.
- Every FWBG employee is expected to possess and be willing to use a mobile device for timekeeping and business communications via calls/texts/emails/Teams’ messages.
Reasonable accommodation can be made to enable individuals with disabilities to perform the job.
Thank you for your interest! Apply through this job site or visit FWBG's Careers Page at https://fwbg.org/about-us/careers/. Apply online by answering screening questions and completing the application. Applicants who do not fully complete the application process will not be considered. Review of completed applications will begin immediately and continue until the position is filled.
Candidates invited to final interviews must provide three professional references and contact information to verify work history. The successful candidate will receive a written offer and be required to submit personal information for a criminal background check. The anticipated start date is the first Monday after the background check(s) is successfully passed and requested information is submitted by the applicant.
