Visitor Relations Supervisor

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Portland Japanese Garden – in Portland, Oregon – is hiring for a Visitor Relations Supervisor. The Visitor Relations Supervisors (VRS) are responsible for working closely with Visitor Relations Managers to supervise daily cross-functional support in our front-of-house locations, with a focus on ensuring an outstanding experience for visitors to Portland Japanese Garden. The Visitor Relations Supervisors report to the Director of Visitor Relations and are managed by the Visitor Relations management team.

This position works from our primary Garden campus located at 611 SW Kingston Ave.

Primary Duties

• Work as needed across several front-of-house locations (Concierge Office, Welcome Center, Garden grounds, and the Pavilion Gallery)
• Provide proactive, positive customer service to Members, guests, and staff
• Serve as a role model, greeting guests, answering questions and enforcing Garden etiquette
• Perform all front-of-house functions, including but not limited to, selling admission tickets, processing memberships, or driving the Garden Shuttle
• Create and oversee daily staff rotations to maintain full coverage and service continuity
• In conjunction with VR Managers, train and inform staff on Garden policies, events, etiquette, and local visitor resources
• Address customer service issues and report staff performance concerns to leadership
• Lead cross-functional training of staff, ensuring staff are focused on delivering exceptional guest experience, including assisting with updating policy and procedure resources as needed
• Participate in opening/closing front-of-house locations, troubleshooting POS or IT issues, and working closely with Manager-on-Duty with emergency response
• Participate in maintaining a world-class appearance of Garden grounds and front-of-house locations, including conducting regular housekeeping tasks indoors and outdoors, and restocking supplies, brochures, etc.
• Assist with providing customer service by phone or email
• Rectify daily cash deposit, including preparing cashier bags, overseeing counting in/out, and preparing change orders
• Enforce Garden policies and etiquette, including evaluating ADA service animal requests
• Attend regular department meetings and other Garden meetings as required
• Acquire and maintain current knowledge about the Garden and Garden events, regularly training staff on these details in conjunction with the Visitor Relations managers
• Work special Garden events as required, including necessary setup or take-down tasks
• Other duties as assigned

Other Responsibilities

• Familiarize oneself with the organization and the Employee Handbook
• Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication
• Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
• Maintain a high level of professionalism in manner and appearance
• Adhere to Garden Dress Code and wear Garden uniform; all black, slacks, crew neck t-shirt, and close toed shoes. A Garden provided Happi coat is worn over shirt

Qualifications

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the position, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.

• Minimum 2 years customer service experience, with supervisory experience preferred
• At least 1 year of experience with customer relationship management and/or point of sale programs; experience…