Reservation Specialist

POSITION POSTING

Are you looking to be part of a dynamic team, while working in a beautiful setting? Ganna Walska Lotusland is a non-profit botanical garden in Montecito, California, and renowned as a top garden of the world.  We seek to hire a part-time Reservations Specialist to work within the department of Member and Visitor Services.

This is a seasonal/temporary part-time (20 hour/week) position.  The schedule is 9AM – 1PM Monday through Friday, through February 2021.  There may be a possible extension in 2021, based on organizational needs.  Additional afternoon and weekend hours may be required.  Pay is $15.00/hour.

Position Summary: The Members & Visitor Services Specialist supports the in-bound call center for Members and Donors plus the general public in making tour reservations, represents Lotusland on the phone and in written communications.  The department goal is to maximize bookings by delivering friendly and efficient daily reservation services by following established procedures with attention to detail.  By creating a pleasant experience for our Members and visitors, the Members & Visitor Services Specialist will ensure each guest’s desire to return and engage more deeply in the mission of Lotusland.  The Members & Visitor Services Specialist will be positive, loyal and a proud ambassador of the Ganna Walska Lotusland brand.

The Members & Visitor Services is responsible for educating Members and guests on our standard visitation policies, as well as handling member acquisition, member renewals and event promotion. The Reservation Specialist interacts primarily with in-bound callers, and is additionally cross-trained to support Reception, Gate Kiosk, and Member Services, and reports to the Director of Members & Visitor Services.

Essential Requirements (Knowledge, Skills, and Abilities):

  • The successful candidate must be computer literate, comfortable quickly learning new software and experienced in Microsoft Office Suite (Outlook, Word, and Excel).   Experience with a ticketing or reservations system is preferred.  Experience with Donor Perfect (DPO) or a similar fundraising CRM is a plus.
  • Ability to handle high volume inbound calls
  • Must be self-directed, have excellent attention to detail and the ability to multi-task.
  • Must have exceptional customer service skills and maintain confidentiality and sensitivity regarding client information.
  • Ability to work in a shared workspace and to interact in a cooperative manner with staff and volunteers.
  • Must have a valid driver’s license and reliable transportation and pass a background check
  • Must be able to provide right to work documentation if offered the job
  • Highly proficient in the English language in person and by phone.

Education:

  • High School diploma or GED.
  • Minimum of 2 years’ experience in a high-volume administrative or customer service role.

Work Environment:

General office environment within the garden setting of Lotusland

  • The outdoor garden environment is subject to weather, dust, dirt and plant allergens.
  • Constant engagement with the general public, staff, and volunteers by phone and in-person.
  • Frequent work with computers (repetitive movement – typing), and heavy telephone use.

Frequent standing, sitting, extended walking, climbing stairs and bending with occasional lifting of light to moderately heavy loads (25 lbs).

Lotusland will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of the position. Lotusland is an equal opportunity employer.

Please send a cover letter, your resume, and three professional references to hr@lotusland.org.

No phone calls, please.

JOB DESCRIPTION  

Title:                           Members & Visitor Services Specialist

Classification:            Part-time / Seasonal (non-exempt)

Department:              Member and Visitor Services

Reports To:                Director of Member and Visitor Services

Created:                     October 2020

Schedule:                   This is a seasonal/temporary part-time (20 hour/week) position.
The schedule is 9AM – 1PM Monday through Friday, through February 2021,
there may be a possible extension in 2021 based on organizational needs.
Additional afternoon and weekend hours may be required.

Position Summary:

The Members & Visitor Services Specialist supports the in-bound call center for Members and Donors, plus the general public, in making tour reservations, representing Lotusland on the phone and in written communications. The department goal is to maximize bookings by delivering friendly and efficient daily reservation services by following established procedures with attention to detail. By creating a pleasant experience for our Members and visitors, the Members & Visitor Services Specialist will ensure each guest’s desire to return and engage more deeply in the mission of Lotusland.  The Members & Visitor Services Specialist will be positive, loyal and a proud ambassador of the Ganna Walska Lotusland brand.

The Members & Visitor Services is responsible for educating Members and guests on our standard visitation policies, as well as handling member acquisition, member renewals and event promotion. The Reservation Specialist interacts primarily with in-bound callers, and is additionally cross-trained to support Reception, Gate Kiosk, and Member Services, and reports to the Director of Members & Visitor Services.

Specific Responsibilities:

  • Exceeds customer’s expectations by delivering exceptional service in a professional knowledgeable and courteous manner.
  • Interacts with callers to provide accurate information, answer questions and actively support their interaction with Lotusland.
  • Maintains detailed and accurate records for reservation data, new and renewed memberships, payments, and correspondence.
  • Processes reservations for garden visits and events from the initial communication through payment, recordkeeping, guest confirmations, and reconciliation.
  • Processes new and renewing Memberships in collaboration with the Member Services team.
  • Answers telephone calls, emails, letters, and website questions in a timely manner, prioritizing responses as needed.
  • Proactively solves any concern or complaint to provide a solution.
  • Documents call and conversation histories and adds notations in member records to help identify and implement member support and promotion. Maintains sensitivity and confidentiality regarding Member and visitor
  • Communicates directly with Member Services department, Volunteer Manager, and Kiosk staff to ensure an efficient flow of information.
  • Actively seeks and suggest improvements for the Reservation process.
  • Organizes and maintains call sheet
  • Perform general administrative support as needed for the Visitor & Member Services Department
  • Confident, self-motivated and demonstrate a passionate commitment to Lotusland

Essential Requirements (Skills, Knowledge and Abilities):

  • The successful candidate must be computer literate, comfortable quickly learning new software and experienced in Microsoft Office Suite (Outlook, Word, and Excel).
  •  Experience with a ticketing or reservations system is preferred.  Experience with Donor Perfect (DPO) or a similar fundraising CRM is a plus.  Lotusland will be employing a new ticketing database in 2021 and this role will be involved in the transition and implementation.
  • Ability to handle high volume inbound calls and maintain confidentiality and sensitivity regarding client information.
  • Must have excellent attention to detail and the ability to multi-task.
  • Must have exceptional customer service skills
  • Ability to work in a shared workspace and to interact in a cooperative manner with staff and volunteers.
  • Must have a valid driver’s license and reliable transportation and pass a background check
  • Highly proficient in the English language in person and by phone.

Education & Experience:

  • High School diploma or GED.
  • Minimum of 2 years’ experience in a high-volume administrative or customer service role.

Work Environment:

General office environment within the garden setting of Lotusland

  • The outdoor garden environment is subject to weather, dust, dirt and plant allergens.
  • Constant engagement with the general public, staff, and volunteers by phone and in-person.
  • Frequent work with computers (repetitive movement – typing), and heavy telephone use.

·      Frequent standing, sitting, extended walking, climbing stairs and bending with occasional lifting of light to moderately heavy loads (25 lbs.).

The Members & Visitor Services Specialist must be able to perform each requirement of the position as outlined in the job description.  Essential Requirements are representative and are essential for satisfactory job performance. The Work Environment characteristics are representative of those that may be encountered while on the job.  Lotusland will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of the position. Lotusland is an equal opportunity employer.

The responsibilities and deliverables listed above are intended to describe the general nature and level of work to be performed by the individual in the position. They are not intended to be an exhaustive list of all duties, responsibilities and/or skills.  Other tasks may be assigned as needed.