Guest Experience Lead, Guest Services

Competition 1758

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Location - This role is in-person at the University of Alberta Botanic Garden.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the University of Alberta Botanic Garden

With passionate, purposive, and resourceful as its foundational values, the University of Alberta Botanic Garden (UABG) is on a mission to connect people with nature, the earth, and the essence of life. The UABG is a stunning 240-acre award-winning visitor attraction located 15 minutes southwest of Edmonton, with cultivated gardens and plant collections, indoor showhouses, and extensive natural areas. Highlights of the UABG, which was established in 1959, include the world-renowned and award-winning Aga Khan Garden, the Kurimoto Japanese Garden, showhouses (tropical, temperate, and arid), collections (alpine, herb, rose, peony, lilac, lily, and primula), Indigenous Peoples Garden, trial beds, and much more. We are passionate about connecting people with the earth so they cherish the essence of life. The UABG’s guiding philosophy is encompassed as:

Purpose:  Connecting plants and people, which is our passion

Best At:  Creating an environment that nurtures well-being

Economic Engine:  Cultivating long-term relationshipsg-term relationships

Position Summary

Reporting to the Guest Experience Manager, the Guest Experience Lead: Guest Services is responsible for ensuring exceptional Front-of-House client and guest care by providing daily operational leadership for Guest Experience Representatives (GER 1s and 2s) working in the Welcome Centre and providing other frontline services.  The Guest Services Lead oversees the team, including staff and volunteers, responsible for the first impressions of clients and guests visiting the UABG, ensuring proper training and supervision of staff in customer care and money management to allow for the delivery of exceptional and memorable client and guest experiences.  This role leads the development and maintenance of documentation as well as ensuring that the team adheres to best practices and standard operating procedures.  It also critically assesses frontline operations and recommends changes that will improve operational efficiencies and client and guest experiences as well as provide feedback on potential impacts of proposed policies on frontline services and visitor experiences. 

Duties 

• Evaluates incoming requests, inquiries, and complaints in the Information email inbox and on the telephone line to determine if they should be responded to by the Guest Services team or be redirected to management or other units.
• Handles difficult situations with clients and guests to ensure excellence in customer care and satisfaction.
• Ensures general site cleanliness is maintained in the Welcome Centre and other front-facing facilities
• Completes daily operational tasks including hiring, training, scheduling, and assigning daily tasks to the GERs and volunteers for Guest Services.
• Advises the Guest Experience Manager on strategic planning for operations or future offerings.
• Oversees aspects of Intelli related to the Guest Services team including creation of events, products, and staff profiles as well as training staff.

Minimum Qualifications

• High School Diploma
• Excellent communication and customer service skills
• Able to work in a fast-paced, high-volume environment
• Able to work independently with minimal supervision
• Strong organization, accuracy, and attention to detail
• Strong business acumen to confidently work with multiple interested parties
• Excellent time management
• Flexible schedule, including evenings and weekends
• Enjoy working outdoors and able to stand for extended periods of time while working outdoors in all types of weather

Preferred Qualifications 

• Valid Class 5 driver's license is an asset  - the UABG is not accessible by public transportation
• Able to lift and carry 30 pounds
• Standard First Aid (within 3 years) and CPR C Certification (within 1 year) are assets
• Two years of related office experience is an asset
• Knowledge of IntelliLeisure is an asset