Guest Services Assistant Manager

Job Posting Title:

Guest Services Assistant Manager

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Hiring Department:

Lady Bird Johnson Wildflower Center

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

32

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Mar 15, 2024

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Position Duration:

Expected to Continue

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Location:

JOHNSON WILDFLOWER CENTER

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Job Details:

General Notes

The University of Texas at Austin Lady Bird Johnson Wildflower Center is committed to inspiring the conservation of native plants through its public botanic garden and its education, research and outreach programs. Founded by Lady Bird Johnson and Helen Hayes in 1982, the Wildflower Center is the state botanic garden, a community gem, and a national leader in the field of native plant education, sustainable landscapes, land restoration and research. It is home to the largest living collection of Texas native plants in the state, welcomes 240,000 visitors annually, has 16,000 members and reaches more than 2 million people through its website. The Center is focused on improving landscapes, promoting biodiversity, and connecting people with our environment.

The Wildflower Center believes that the “environment is where we all meet,” as Lady Bird Johnson once wisely said. We are a community of people that care for each other, our land and our broader community.

Benefits-eligible Wildflower Center staff members enjoy the robust health, vacation, and retirement benefits of The University of Texas at Austin employees. Wildflower Center staff also get free parking and annual membership, discounts on Center classes, access to Wildflower Center featured events, and discounts at the Gift Store and Wildflower Café. An inspiring and beautiful work environment with outstanding coworkers awaits you.

Purpose
The Wildflower Center is seeking a Guest Services Assistant Manager to join our team. Our ideal candidate will provide top-notch customer service, manage all weekend shifts, and champion our mission and goals.

Job Responsibilities

• Assist with the guest services weekend operations: cover shifts for callouts when necessary, ensure admission services are operational, address staff time and attendance, address guest concerns, complete incident reports, troubleshoot issues when necessary. Assist with any ticketing-related technology needs.

• Assist with the supervision of part-time staff. Ensure staff is up to date with Wildflower Center knowledge. Facilitate part-time staff meetings. May create schedule for part-time staff.

• Provide excellent customer service by assisting with general admission, explaining ticket prices and discount programs, selling memberships, answering questions regarding special events, updating guests on operational changes, providing information as needed. Assist with managing crowds during high visitation times.

• Supervise admissions entrance, manage event guests, and report issues to guest services manager. Responsible for daily ticketing and admissions transactions.

• Work closely with Wildflower Center Altru users to identify best practices as they relate to database input and management. Review constituents’ records for accuracy and assist in correcting records according to UT standards.

• Attend Center-wide and team meetings. Complete required paperwork and reports.

• Other duties as assigned.

Required Qualifications

• Bachelor’s degree.

• 2 years of experience in a team lead/supervisory capacity.

• 2 years of experience on a cash register or point of sale (POS) equipment.

• 2 years of experience in a customer service-related field.

• Proficient in Microsoft Office.

• Ability to prioritize, manage responsibilities and troubleshoot issues in a fast-paced environment; ability to solve complex problems and independently make decisions.

• Highly efficient and reflective, always looking for ways to improve processes.

• Ability to train, direct, supervise, evaluate and motivate staff.

• Ability to establish and maintain effective working relationships with Center staff.

• Excellent phone etiquette and customer service skills.

• Reliable transportation and a valid TX driver’s license.

• Ability to work weekends and evenings as required during peak seasons and special events.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Experience with Altru POS system or other database systems.

• Experience in a public garden, non-profit or higher education setting.

• Prior work experience at the Lady Bird Johnson Wildflower Center.

Driving Required 

This job requires a class “C” operator’s driver’s license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver’s license must be obtained within 30 days of becoming a Texas resident. Employees who are required to have a CDL are subject to drug and alcohol testing (pre-employment, post-accident, reasonable suspicion, random, return-to-duty, and follow-up drug and alcohol testing). 

Salary Range

$36,680

Working Conditions

• May work around standard office conditions including the ticketing kiosk.

• Repetitive use of a keyboard at a shared workstation.

• Standing for extended periods of time.

• Extended hours may be required for mission-related events during evenings and weekends.

• Ability to work outside in all sorts of weather.

Work Shift

• Friday through Monday, 8:00 am – 5:00 pm

• Occasional evenings and holidays for mission-related events

Required Materials

• Resume/CV

• 3 work references with their contact information including email address; at least one reference should be from a supervisor.

• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled into your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer , complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031 .

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.