"Visitor Experience Supervisor, Morris Arboretum & Gardens"

Morris Arboretum & Gardens of the University of Pennsylvania inspires an understanding of the relationship between plants and people through education, research, and horticultural display. Located in the city's Northwest section, the Morris Arboretum & Gardens is a destination for plant lovers from Philadelphia and beyond. The Arboretum is home to a collection of more than 13,000 woody plants and hosts special and educational events. The Arboretum is a special part of Penn, a hub for botany, horticulture, and urban forestry.

The Visitor Experience (VE) Supervisor acts as the on-site manager and oversees the front-line operation of the Arboretum, ensuring an exceptional guest experience for all visitors. The VE Supervisor manages VE Associates, interacts with visitors, and supports public-facing activities.

DUTIES:

• Customer Service: The Supervisor takes an active role in ensuring that every visitor (over 150,000 annually!) has a wonderful experience and, if they don't, quickly resolve issues in a friendly, proactive manner.
• Staff Oversight: The Supervisor directly manages 3-9 part-time Visitor Experience Associates on a given day, ensuring that every staff member not only adheres to the policies of the Arboretum and University but also rises to the Arboretum's high standards of service and professionalism. The Supervisor models exceptional customer service and builds a strong working team through training, coaching, and mentoring. As a team leader, the Supervisor must support the VE Associate team and proactively intervene when issues/challenges arise.
• Operations: The Visitor Experience Department oversees admissions, parking/shuttling, and the Shop/Visitor Center. This involves everything from addressing problems that arise and responding in emergencies to handling cash and making sure brochures are stocked.
• Rental Program Coordination: Under the Visitor Experience umbrella, the Arboretum has a robust rental business with which the Supervisor takes an active role - giving rental tours, answering initial inquiries, following up with clients, and monitoring rental event details. The Supervisor assists with coordinating day-of event logistics and work events.

QUALIFICATIONS:

• High School Diploma or GED and 2-3 years experience or an equivalent combination of education and experience
• An outgoing, customer-centered demeanor
• A proven track record in a comparable, customer-focused role
• Experience managing/leading staff and working with diverse groups of customers
• The ability to stay calm under pressure and think on their feet
• A willingness to jump in when needed and address problems directly
• Strong attention to detail and ability to prioritize competing demands
• Ability to convey information in a clear, concise manner
• Ability to walk for long periods in all types of weather
• A valid driver's license
• Experience working on a computer, particularly with Microsoft Office programs (Outlook, Excel, Word)

This part-time (averaging 18 hours/week annually), year-round position requires regular weekend, weekday, and evening work. Supervisors can expect to work more hours weekly during the season (April through October and December) and less during winter months (November and January through March).