Manager, Visitor Operations

Summary:

Manages multiple departments including visitor services, events and volunteers for the Sophia M. Sachs Butterfly House. Develops, plans logistics, and executes internal and external resources for public and private events. Evaluates visitor and event data to support an excellent guest experience. Serves as a collaborative resource for other Garden sites (Missouri Botanical Garden and Shaw Nature Reserve). 

Essential Duties and Responsibilities:

• Directs and manages all aspects of the Visitor Services operations, including budgeting, training, staffing, ticketing systems, and employee performance ensuring a positive guest experience for all visitors during all day and evening operating hours. Works across Garden departments, (i.e.: IT, Communication) to ensure all tools are available to department.
• 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 of Garden needs.
• Leads, manages and oversees the development, execution, negotiations, and budgets of all Butterfly House events.
• Produces detailed proposals for events (e.g. timelines, venues, suppliers, legal obligations and staffing). 
• Actively participates and leads event business planning, budget preparation, designing and marketing briefs, planning schedules, operations, and staffing plans.
• Oversees the coordination of venue management, caterers, and vendors.
• Approves layouts for all events, inside and outside.
• Works with staff and designers to support the Garden’s brand for events.  Organizes the production of tickets, signage and promotional (posters, catalogues, brochures) and marketing needs, for their department.
• Implements project management practices to enhance quality standards.
• Leads and mentors project team members (and direct reports) 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.
• Serves as a liaison to Communications and other divisions to ensure that event marketing efforts meet goals and expectations, and are aligned with the Garden’s initiatives and support brand messages.
• Develops all departments income and expense budget details, supervising the management and tracking, forecasting and cost analysis
• Manages the group, tourism and event sales team in development of plan for revenue channels/sources.
• Provides leadership for the Butterfly House volunteer program and internships.
• Supervises the management of the catering contracts.
• Oversight for Butterfly House customer service training.
• 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:  Public Event Coordinator, Private Event Coordinator, 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.
• 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 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 

Education/Experience:

• 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.

Other Skills and Abilities: N/A.

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 Ungerboeck and Tessitura 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