Bargaining unit consideration begins on 01/06/2025 and ends on 1/13/2025.

The University of Minnesota Arboretum delights and inspires hundreds of thousands of visitors each year. The Guest Services Specialist plays a critical role in working with the Manager of Guest Services as well as the Arboretum Facilities Rental and Guest Services Team to ensure the development and delivery of world-class service and support throughout the year for our Arboretum members and the general public. The Guest Service Specialist is part of the Facilities Rental and Guest Services team.

Job Duties
Arboretum Service Support (65%)

• Provide Guest Service consultant support at the Information Desk, on the phones and grounds. Support includes answering questions, providing advice, promoting Arboretum events and point of contact for emergency situations. Meet and exceed satisfaction targets.
• Greeting and welcoming guests: As guests approach the front desk, greet them warmly and with a smile.
• Make them feel welcome and comfortable by offering assistance and addressing any immediate needs
• Being an information source for Arboretum activities, sites and history
• Listen and handle concerns/suggestions â“ assure that visitors are confident that we have listened â“ making a positive experience.
• Call center support answering calls for guest passes from members and guests, answering questions, promoting special events and helping callers connect with appropriate Arboretum staff. Handle reservations for daily guest and special events passes accurately and ensure that guests are assigned appropriate tickets based on their preferences and availability. Be knowledgeable about amenities and any special requests to provide suitable accommodations.
• Ensuring excellent customer service and quality delivery. Answering phone calls and emails; being attentive when answering phone calls and promptly addressing guest inquiries and concerns. Similarly respond to emails in a timely and professional manner, providing helpful information or assistance as needed.
• Maintaining front desk area: Keep the front desk area clean, organized and presentable. This includes arranging brochures, and informational materials and maintaining necessary supplies.
• Selling tickets for train rides and renting snowshoes
• Main point of contact for emergency situations; lost visitors, medical issues, 911 calls, alarms and elevator issues

Guest Service Project and Program Support (25%) 

• Assist with projects and programs across Arboretum teams to support and implement events that delight and inspire visitors with various activities and initiatives aimed at improving the overall experience and satisfaction of guests.
• Provide project support for guest services and special events, including some on-site project leadership as assigned by Guest Services Manager.
• Assist manager for Arboretum rentals of hiking, snow shoes and other rentals
• Communicating fostering teamwork, relationships and great support across the Arboretum

Guest Services and Facilities Rental Support (10%)

• Provide support to cross-functional work groups. As a member of the Guest Services team participate in cross functional projects for weddings, corporate meetings, private parties or guest service departments.
• Guest Service grounds support for events which may include set-up, take-down and just in time during event support
• Handle lost and found; logging reports of lost items, and connecting owners with found items.

Additional Information

• This is a 75% position (30 hours per week) AFSCME Clerical Unit 6 position, located at the Minnesota Landscape Arboretum in Chaska, MN
• This position also includes the option to participate in the U of MN benefits package; medical dental, life, STD/LTD/LTC insurance plans and flexible spending accounts
• Shifts could be scheduled variable days between Monday through Sunday anywhere 6-8 hours per shift to add up to 30 hours per week. This position is eligible for overtime (non-exempt).

The Minnesota Landscape Arboretum has the following expectations of all employees in the areas of problem solving, initiative, planning/organizational skills, interpersonal skills, attendance/punctuality and orderliness.

Employees are expected to:

• Identify problems in a timely and efficient manner and offer practical solutions to problems whenever possible
• Consider the effects of decisions made before making decision
• Offer suggestions in ways to increase efficiency and productivity
• Make appropriate decisions about when to act independently and when to consult with others
• Use resources wisely, schedule work effectively
• Courteously share information with other employees to ensure a knowledgeable, efficient, cohesive workforce
• Provide information to visitors in a courteous and friendly manner
• Offer help to coworkers when own workload permits
• Arrive for work as scheduled to not disrupt, delay or cause additional work for coworkers
• Give proper notification to the supervisor of scheduled absences
• Keep the work area appropriately presentable to the public
• Return shared equipment/supplies to the proper storage area after use or at the end of the day in ready-to-use condition
• Treat coworkers with respect and consideration

Required Qualifications

• High school diploma/GED and one year general office/clerical experience. Training/education may be substituted for some of the experience.
• Exceptional interpersonal skills
• Strong organization and project management skills
• Knowledge of Microsoft Word, PowerPoint, Excel and Google Docs
• Excellent written, verbal and interpersonal communication skills
• Track record of success in prior customer service roles
• Successful completion of a background check

Preferred Qualifications

• Bachelorâ™s Degree
• Two years of operations and/or student support experience.
• Experience working with Altru and Asana
• Ability to collaborate with a diverse consistency and or unit
• Experience with customer service desk and event support
• Experience and/or familiarity with public gardens, museums or like organizations

About University of Minnesota Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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