Manager, Visitor Operations

At the Butterfly House and Missouri Botanical Garden, we're committed to creating meaningful experiences for people that inspire a love of plants and passion to protect them and their vital role on Earth --and in this role, you'll contribute to the commitment

Summary:

Manages multiple departments of visitor operations including visitor services, events, and volunteers for the Sophia M. Sachs Butterfly House. Develops, directs, and executes operations related to BH events and visitor experiences, ensuring  a high standard of guest experience. Manages departmental systems, including CRM and budgets, for admissions and events. Evaluates admissions and events data to make strategic decisions. Serves as a collaborative resource with other Garden sites (Missouri Botanical Garden and Shaw Nature Reserve). 

Essential Duties and Responsibilities:

• Leads the staff in the development, execution, and budgets of all Butterfly House events (public and private) to create a positive guest experience. Supervises the tracking and maintaining of attendance and revenue for visitor services and event data, including forecasting and ensures all systems are up-to-date and in place to handle Garden needs.
• Manages detailed event planning tools and produces appropriate reports as needed to support Butterfly House operations (e.g., timelines, task lists, budgets, volunteer needs, staffing, vendors, etc
• Actively participates and leads event business planning, budget preparation, designing and marketing briefs, planning schedules, operations, and staffing plans.
• Oversees the coordination as an events venue including managing clients, caterers, and other vendors.
• Directs and manages all aspects of Butterfly House Visitor Services frontline operations. This includes budgeting, training, staffing, ticketing systems, and employee performance to ensure a positive guest experience for all.
• Manages ticketing and membership operations for the Butterfly House. This includes operating cash registers and point of sales terminals, handling the exchange of payment types, maintaining cash drawers, and completing daily paperwork as required.
• Provides leadership for the Butterfly House volunteer program and internships, in collaboration with the Garden’s Volunteer Program Manager.
• Develops departments’ income and expense budget details, supervising the management and tracking, forecasting and cost analysis.
• Collaborates with Communication staff and designers to support the Garden’s brand.  Organizes the production of tickets, signage and promotional (posters, catalogues, brochures) and marketing needs.
• Serves as a liaison to Marketing to ensure that event marketing efforts, including social media and the website, meet goals and expectations, and are aligned with the Garden’s initiatives as well as support brand messages.
• Lead and mentor direct reports (or other team members) by providing direction, resources, and communication to maximize effectiveness of event planning and execution processes; establish goals, clarify expectations and monitor performance with clear and timely feedback to ensure team efficiency and workload balance.
• Responsible for ensuring that sufficient, trained staff is in place to handle all Butterfly House events.
• Manages facility rental contracts and vendor agreements with caterers.
• Oversight for Butterfly House customer service training, in partnership with the Garden visitor services department.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork, mutual respect and cooperation, within our division and throughout the Garden, with co-workers, supervisors/managers, contractors, volunteers, visitors and employees.
• Perform other duties as assigned.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies

Supervisory Responsibilities: Event Coordinators (2), Senior Visitor Services Attendant, Visitor Service Attendants.

Core Competencies

• Communication: Combines listening skills, verbal and written communication skills and visitor relation skills.
• Collaboration: Incorporates teamwork, mutual respect, active engagement, cooperation and visitor focus.
• Accountability: Initiative to take ownership of responsibilities, the ability to prioritize and the working knowledge and skills to take action.
• Problem Solving: Blends problem solving skills, judgement and decision-making skills along with creativity and resourcefulness.
• Stewardship: Merges the practical application of the Garden values and support for a positive organizational climate.  
• Leadership:  Incorporates a cluster of knowledge, skills and abilities required for management of people, budgets and assigned business functions/operations

Qualifications:

• Minimum of five years of related experience in visitor services and special events management required.
• Prior experience negotiating and administering contracts.
• Creativity and flexibility are essential for success.
• A thorough understanding of budgetary processes is highly desirable.
• Demonstrated work-related experience in the areas of marketing, business, and retail.
• Prior experience working with multicultural groups and organizations.
• Exceptional ability to build & coach event teams, supervise staff, delegate, and work with others under aggressive timeframes.
• Scheduling flexibility is required to work long/extended hours, evenings, weekends or holidays as necessary.
• Environment is fast-paced, and change is constant; individual must demonstrate highest level of professional and ethical conduct, maintain confidentiality; and possess the ability to remain calm and in control throughout all phases of the design process is required.
• Exceptional time/project management skills.
• Demonstrates the highest level of professional and ethical conduct.
• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.  
• Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination will be required

• Bachelor’s degree in Nonprofit Management, Business, Hospitality, Marketing, Public Relations or related field is required.
• An equivalent combination of education, skills and experience may be considered. 

Language Skills: Ability to communicate effectively in English (oral/written). 

Mathematical Skills:

• Proficient college math aptitude; requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc.                          

Reasoning Ability:

• Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.         

Computer Skills:

• Proficient Microsoft skills required (i.e., Outlook, Excel, Word, PowerPoint).
• Strong database management proficiency.
• Solid Internet Research skills.
• Experience with Tessitura or other CRM preferred. 

Certificates, Licenses, Registrations:

• Must possess and maintain a valid driver’s license prior to employment.

Physical Demands:

• Ability to utilize computer keyboard (typing).
• Must be able to lift and carry 20 pounds.
• May be required to perform tasks at varying heights (i.e., climb step stools, ladders, etc.).
• Frequent standing, reaching, stooping and bending - 50% or more of the workday, at times, may be spent standing on feet or sitting.
• Principally operates standard office equipment to include computers, copiers, files, fax machines.

Work Environment:

• Indoor office setting, shared by multiple staff; noise level is usually moderate.
• Standard business casual attire required.
• Ability to work outdoors in temperatures over 100°F and in the Tropical Conservatory, as well as in inclement weather, and rain conditions required.
• Travel required (local, domestic, and international).

Contacts with Individuals/Organizations inside/outside the Garden: 

• Interacts with Garden employees, volunteers, and members on a daily basis
• Senior Management Members
• Guests of the Butterfly House
• Vendors
• Exhibitors
• Professional Organizations
• Community Agencies
• External media contacts