Job Description

The Visitor Experience Supervisor oversees day-to-day ground floor operations in real time, ensuring smooth visitor flow, timely problem-solving, and a welcoming atmosphere. This role leads and supports the frontline team, handles opening and closing procedures, and ensures high-quality guest service across all public garden areas.

This is a full-time contract through position through September 25, 2026, with the possibility of extension.

Roles and Responsibilities

1. Supervise staff and volunteers supporting various visitor experience activities.
2. Prepare staff schedules and arrange coverage for daily and after-hours operations to ensure service consistency, minimize disruptions, and maintain high standards of guest care.
3. Open and close the gardens daily to ensure consistent access for guests and members, creating a reliable and welcoming experience that reflects RBG’s commitment to hospitality.
4. Support Hosts in processing memberships and clearly communicate changes to member benefits to the team, ensuring consistent and accurate messaging.
5. Respond to visitor and member inquiries, address escalated visitor concerns, and contribute to reports based on guest feedback to support continuous improvement and strengthen service quality across all touchpoints.
6. Apply RBG policies and procedures to ensure service standards and organizational alignment to promote fairness, professionalism, and operational integrity.
7. Share operational updates with frontline staff, as well as changes to systems and ticketing requirements to ensure transactions are processed correctly.
8. Attend rentals meetings and adjust operations to support events and programs, ensuring seamless execution and positive guest experiences during special functions.
9. Actively support ticket sales, troubleshoot ticketing system issues, and address escalations to ensure the smooth execution of event launch dates and successful programming.
10. Perform daily cash reconciliation and deposits and liaise with Finance to ensure financial accuracy, safeguarding revenue and supporting fiscal accountability.
11. Generate and analyze Tessitura reports for data sharing and insights, enabling evidence-based decisions and performance tracking across departments.
12. Conduct walkthroughs to ensure signage is set up to enhance wayfinding, promote brand consistency, and enhance the overall visitor experience.
13. Contribute to planning and improvement initiatives to advance service excellence, drive innovation, and align operations with RBG’s strategic goals.