Guest Experience Associate

Description

Department: Guest Experience

Supervisor: Guest Experience/Retail Leads

Supervises: N/A

FLSA Classification: Non-exempt

Revision Date: October 2026

Availability: Position requires regular weekday, evening, and weekend hours, and occasional holidays. Hours may fluctuate based on the seasonal needs of the Garden.
This position will be a Seasonal hire with scheduled hours October - January.

The Guest Experience Associate serves as a welcoming and knowledgeable ambassador for Huntsville Botanical Garden, helping create an exceptional experience for every guest from arrival through departure. Guided by the Garden's mission, Core Values, and brand standards, this position provides friendly, engaging, accurate, and efficient service that invites guests to discover, connect, and engage with the Garden.

Guest Experience Associates are cross-trained to support both the Admissions Desk and Chrysalis Gift Shop and may be scheduled at either location based on staffing, programming, seasonal, and operational needs. Regardless of assignment, this position is expected to consistently deliver the Garden's guest experience and brand standards through service that is friendly, approachable, resourceful, engaging, and inviting. Through each interaction, the Guest Experience Associate helps guests feel welcomed, delighted, and refreshed while connecting them with experiences, programs, memberships, and products that enhance their visit.

• Welcome and engage guests with warmth, professionalism, and a genuine desire to help them enjoy their Garden experience.
• Consistently demonstrate the Garden's Core Values, guest experience and brand standards in interactions with guests, members, volunteers, and fellow staff.
• Maintain current knowledge of the Garden, including programs, events, exhibits, memberships, amenities, policies, and other information needed to confidently assist guests.
• Answer the Garden's general phone line with a pleasant and engaging demeanor, respond to general and admissions-related questions, transfer calls, and process phone transactions according to established procedures.
• Listen to and anticipate guest needs, answer questions accurately, and help guests navigate available experiences and resources.
• Recognize that every interaction contributes to the guest's overall impression of the Garden and take ownership of creating naturally delightful experiences and resolving routine guest concerns.
• Promote opportunities for guests to deepen their connection with the Garden through memberships, programs, events, classes, merchandise, and other offerings.
• Maintain positive working relationships across departments to ensure information shared with guests is timely and accurate.
• Support volunteers and other team members with information needed to successfully serve Garden guests.
• Support Garden events, programs, and special activities as assigned, including working at temporary or alternate sales and admissions locations.
• Help maintain the Guest Center and surrounding guest-facing areas as clean, organized, welcoming, and ready for service.

When scheduled at the Admissions Desk, the Guest Experience Associate will:

• Process Garden admissions, memberships, program and event registrations, and other transactions using the point-of-sale (POS) system.
• Use knowledge of the Garden and established key messages to explain and promote memberships, classes, programs, events, tours, and other opportunities.
• Assist guests with tour requests and general way finding and provide information that helps guests make the most of their visit.
• Maintain appropriate levels of brochures, forms, maps, and…