Visitor Relations Assistant Manager

The Visitor Relations Assistant Managers(VRAM) are responsible forassistingwiththe day-to-day functionalityandstaffmanagementaspects of the Visitor Relations department,with a focus on ensuring an outstanding experience for visitors to Portland Japanese Garden.

The Visitor Relations Assistant Managers report to the Director of Visitor Relations and are managed by the Visitor Relations management team. This position works from our primary Garden campuslocatedat 611 SW Kingston Ave.

• Work as needed across several front-of-house locations daily, including the Garden Grounds,Fukuta Concierge Office, the Tanabe Welcome Center, and the Pavilion Gallery,ensuring functional continuity, and providing proactive, positive customer service to Members, guests, and staff
• Develop knowledge of and ability to perform all front-of-house functions,including but not limited to, selling admission tickets, processing memberships, or driving the Garden Shuttle
• Monitor, coach, and encourage staffto meet the Garden’s service standards andfacilitateindividual growth
• Serve as Manager on Duty for the Garden, including opening/closing Garden grounds, troubleshooting POS or IT issues,managing staff scheduled across Visitor Relations functions,responding to guest concerns, communicating issues promptly cross-departmentally, and working closely with the Safety & Security Departmentforemergency response
• In conjunction withVR Managers,supervise daily employee rotation sand dutiesto ensure continuous customer service presence and functionality with admissions, member support, and public offerings
• Assistwithcross-functional training of staff, ensuring guest experience istheprimary focus, including updating policy and procedure resources as needed
• Assistwithhiring, onboarding, and performance management, including participating in interviews and addressing performance issues promptly and fairly
• Managethe day-to-dayfront-of-house Visitor Relations functions andhow weassistmembers, guests, and staff byphone, email, social media, or in person, and keepingVR Managersapprised of all issues
• Ensure staff are following correct cash-handling, credit card processing, and financial procedures, and when needed, rectify daily cash deposit, prepare cashier bags, or oversee counting in/out
• Other duties as assigned

• Work special Garden events as required, including necessarysetupor take-down tasks
• Attend regular meetings with Visitor Relations leadership to review staff performance, upcoming events, andattend other
  
  Garden meetings as required
• Acquireandmaintaincurrent knowledge about the Garden and Garden events and responsible for regularly training staffonthese details
• Familiarize oneself with the organization and the Employee Handbook
• Getto knowfellowstaff members, developing trust,establishing credibility, encouraging teamwork,and creatinganatmosphere 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
• Maintaina high levelof professionalism in manner and appearance,adhering to Garden Dress Code;business casual

Studies have shown that women and people of color are less likely to apply for jobs unless they believe theymeet 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.

• At least2years of supervisory or management experience in a visitorfocusednonprofit or similar experience in customer service, hospitality, or retail
• At…