Guest Experience Representative 2

Competition 2006

This competition will be used to fill multiple positions. 

Please note that these positions are UP TO 35 hours with none guaranteed.

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

The position has a term length that MAY BE UP TO 12 months.

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 (UABG)

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 relationships

Position Summary

Reporting to either the Guest Experience Lead, Hospitality Operations or Guest Experience Lead, Guest Services, the Guest Experience Representative 2s (GER 2s) are primary guest-facing team members at the UABG. They support a Guest Experience Team (GET) at a tourist destination that is dedicated to crafting personalized and exceptional guest experiences.  This is done by cultivating relationships with clients, maintaining a pulse on the people (staff and guests) and portfolio, and continuously seeking opportunities to enhance guest services. 

GER 2s oversee the planning and execution of Hospitality and Guest Services team activities, including bookings for UABG facilities, and support activities within the Education Team, as required.  It is anticipated that GER 2s will work up to 35 hours per week, including supervision shifts during the evenings and weekends, and work assignments may include:

• Critical Thinking and Problem Solving – A core aspect of the GER 2 role is to continually assess client relationships and operational circumstances in order to proactively approach situations and mitigate negative outcomes.
• Communication – Developing and maintaining relationships with clients, guest, vendors, and colleagues builds and augments innate communication skills, i.e., knowing what to communicate and when as well as being accountable for follow-up.  A critical aspect is understanding and showcasing the natural environment of the UABG, which is unique for facility rental options in the region, and encouraging engagement by clients and guests to facilitate well-being, understanding and engagement with environmental issues, and build knowledge regarding a tourist destination in the region.
  • Communicate with clients to collect and consolidate information regarding their activities (e.g., bookings or tours).
  • Liaise with colleagues at the UABG to ensure client parameters are understood and implemented (e.g., directional signage, space setup, mobility support, and on-site contact requirements).
• Time Management and Organization – The dynamic nature of the guest experience workload and platform of a botanic garden ensure that performing the requirements of the position depend upon time management and organization skills.
  • Execute events with regard to setup, on-site support, and teardown to the expected parameters.
  • Provide an on-site supervisory touchpoint for Guest Experience Representative 1s (GER 1s) and clients.
• Computer and Specialized Software – GER 2s work with the entire Google Suite of software, with a focus on Docs, Sheets, and Forms as well as a booking system called IntelliLiesure that is used by academic institutions and municipalities to manage facility bookings, online registrations, memberships and more.
• Prepare for the 2025 season, including the development of booking overview packages, identification and implementation of standard operating procedures, and management of inventory.
• Other duties as required to support overwinter operations for the UABG.

Please be advised that the Garden is open Thursdays to Mondays for the 2025 season, and staff will be required to work on weekends.

To support successful operations, UABG has implemented blackout and greyout dates for time off. Blackout dates are when no time off can be scheduled (extenuating circumstances exempted based on manager approval) and greyout dates only allow a certain number of staff to book time off (extenuating circumstances exempted based on manager approval). This position is subject to the following blackout and greyout dates for time off:

• Blackouts: May 17 to 31, August 25 to September 1
• Greyout: May 1 to October 31

Onboarding is a mandatory requirement of this position. The successful candidate must attend one UABG orientation session. Sessions are offered on the following dates:

• Sunday April 6, 2025
• Monday April 7, 2025
• Sunday April 27, 2025
• Monday April 28, 2025

Duties 

• Oversees and participates in setup and tear down of facilities as per client and UABG requirements
• Provides functional guidance and direction on a day-to-day basis to GER1s
• Completes all cashiering duties, including cash handling opening and closing, and night deposits
• Ensures adherence to GET, UABG, Faculty, and University policies and procedures
• Ensures general site cleanliness is maintained in the Welcome Centre and other front facing facilities
• Responds to queries and provides guests with information on UABG activities and events

Minimum Qualifications

• High School Diploma
• Excellent communication and customer service skills
• Experience and understanding of computers and Google Suite
• Experience teaching and/or working with children and guests
• Able to work in a fast-paced, high-volume environment
• Able to lift and carry 30 pounds
• Strong organization, accuracy, and attention to detail
• 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
• Able to work independently and effectively with cross-functional teams
• Environmental Health and Safety Supervisory Development training will be required upon employment
• University of Alberta Workplace Harassment and Violence Prevention training will be required upon employment

Preferred Qualifications

• Standard First Aid (within 3 years) and CPR C Certification (within 1 year) are assets
• IntelliLeisure knowledge is an asset
• Experience and understanding of Google Suite is an asset
• Knowledge of nature and the environment is an asset