MN Landscape Arboretum - Guest Services Specialist

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 - assure that visitors are confident that we have listened - 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

• Bachelor'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

Pay Range: $21.63 - $22.48 / hourly; depending on education/qualifications/experience

Time Appointment: 75% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).