On-Call Visitor Service Associate
Title: On-Call Visitor Service Associate I
Classification: Part-time, Non-Exempt
Department: Visitor Service
Reports to: Volunteer & Visitor Services Supervisor
Compensation: $16.50 - $20
Schedule: Wednesday - Saturday, 8:45am – 4:45pm, during tour season. Evenings on occasion and the occasional Sunday are required, especially during special events and summer months.
About Lotusland:
Ganna Walska Lotusland is a 37-acre botanical garden and historic estate located in Montecito featuring a collection of over 3,000 plant species from around the world as well as historically significant Spanish Colonial Revival architecture. Since opening to the public in 1993, Ganna Walska Lotusland has grown to become one of the world’s premier botanical gardens and a center for sustainable garden practices, horticultural education, and plant conservation.
Mission Statement:
Our mission is to preserve and enhance the distinctive botanical gardens and estate of Madame Ganna Walska. Lotusland educates and inspires visitors with its collections, sustainable horticulture practices, and plant conservation.
Position Summary:
Ganna Walska Lotusland is in an exciting period of growth building upon its foundation to ensure a healthy and enduring future. The garden is sharply focused on creating a superior level of enjoyment and experience for all staff, visitors, and volunteers.
The On-Call Visitor Service Associate I is responsible for providing excellent customer service to Lotusland garden visitors, including but not limited to processing admissions, monitoring garden activity, and supporting other garden departments in a variety of areas as needed. This multi-faceted position will also be cross trained to work in the Garden Kiosk, as a Garden Monitor, in the Garden Shop and/or covering the Front Desk. This position requires an individual who is passionate about gardens, has impeccable customer service skills and treats all visitors and staff with graciousness.
Key Responsibilities:
Garden Kiosk
- First line of hospitality at the main gates of Lotusland.
- Operates the main gate for entry and exit of visitors ensuring security of the gardens.
- Communicates with Visitor Services, Reservations and Garden Shop regarding any special accommodation needed for visitors.
- Prepare for visitors at the start of the day by performing outlined duties, including reviewing the kiosk report and conducting radio checks with Visitor Services and volunteers.
- Organizes and tracks all data regarding visitor arrivals and departures, reports data to reservations manager.
- Coordinates and confirms reservation updates and tours as needed.
- Maintains radio contact and communicates changes to visitor service, including late arrivals or cancellations.
- Responds to visitors’ needs in case of emergency or support in the garden.
Garden Monitor
- Walk the grounds of the garden ensuring collections are safe, secure, and undisturbed while visitors are present.
- Offer guidance to visitors, such as information or directions when asked.
- Greet guests at the Visitor Center upon entry and exit.
- Provide orientation to guests of the gardens.
- Inform guests about Lotusland’s Membership benefits and Lotusland’s events, programs, and initiatives at departure.
- Responds to calls for assistance from the Volunteer Garden Guides.
- The Garden Monitor will be the first line of staff support for Volunteer Garden Guides.
- Communicates closely with Visitor Service team to ensure gardens are covered, policies are enforced, and issues are promptly reported.
Garden Shop
- Ensure the Garden Shop is neat and orderly, all displays and supplies are well stocked, and advise when products are running low.
- Initiate and complete sales transactions with visitors. This includes greeting each visitor, suggestive selling and finalizing sale through credit card transaction.
Reception/Front Desk
- Answer the Garden’s central telephone lines promptly, answer inquiries courteously, and direct callers to appropriate staff offices and individuals as needed.
- Manage individuals entering the Garden’s staff entrance and report any irregularities.
- Respond to emergency needs by monitoring the status of facilities and taking steps to reduce or eliminate personal risk to visitors, in accordance with Visitor Services training.
- Report all emergency situations to appropriate management staff or authorities.
- Assist with clerical duties, which may be performed at the front desk for other departments, as assigned.
- Other reception tasks may include receiving mail, deliveries, ordering supplies as needed.
- Positive interface with volunteers, staff visitors and guests.
Knowledge and Abilities:
- Excellent customer service skills; including kind and effective communication both written and verbal.
- Solid organizational and problem-solving skills
- Ability to work as a team player, collaborate with other departments and conduct oneself professionally.
- Familiarity with computer systems and point-of-sale systems; the successful candidate must have experience with Microsoft Office Suite and Shopify, is a plus.
- Must be able to stand for extended periods.
- Must have a valid driver’s license
Qualifications and Experience:
- High School diploma, GED or equivalence in demonstrated skills from work experience.
- Experience in customer service.
Work Environment:
- Lotusland’s administrative offices are on a historic 2-story estate in a 37-acre garden.
- General office environment within the garden setting of Lotusland.
- Requires working outside during events and the ability to comfortably move around the garden.
- Frequent work on the telephone and computer (repetitive movement – typing)
- Frequent standing, sitting, walking, climbing stairs and bending with occasional lifting of light to moderate loads (25 lbs.)
- Occasional driving of company electric golf carts.
The responsibilities and deliverables listed above are intended to describe the general nature and level of work to be performed by the individual in the position. They are not intended to be an exhaustive list of all duties, responsibilities and/or skills. Other tasks will be assigned as needed.
Benefits
- Sick leave.
Additional Information
- Employment background/criminal check is required.
Lotusland Core Values:
Accountability: We take ownership of the commitments we make, holding ourselves accountable for our actions and decisions, both to ourselves and those we lead.
Teamwork and Collaboration: Our roles are interdependent, requiring intentional collaboration within teams to consistently achieve our mission.
Communication: Effective communication is crucial for building trust among our staff, board, and the larger community. We strive to share information clearly, consistently, and in a timely manner to foster understanding and commitment across our organization.
Trust: We aim to cultivate mutual respect and open communication throughout the organization. Employees are encouraged to openly share their perspectives and feel secure in taking risks to enhance our effectiveness.
Integrity: Aligned with our guiding principles of honesty, fairness, and decency, we promote a strong ethic of integrity among individuals and leaders.
Lotusland is an equal opportunity employer. We acknowledge that equal employment opportunity for all persons is a fundamental human value. Each employee will be considered based on individual ability and merit, without regard to race, color, age, religion, national origin, disability, sexual orientation, sex, or marital status.
No recruiters or agency calls please.