The Visitor Relations Assistant Manager (VRAM) is responsible for assisting with the day-to-day functionality and staff management aspects of the Visitor Relations department, with a focus on ensuring an outstanding experience for visitors to Portland Japanese Garden. This position reports to the Operations Manager – Visitor Services and works from the primary Garden campus, located at 611 SW Kingston Avenue.
The VRAM is a new position that will participate in developing and managing a cross-functional, world-class customer service team that supports all public-facing locations.
COVID-19 Vaccination Policy: For the safety of our staff, volunteers, and guests, Portland Japanese Garden requires all staff and volunteers to be vaccinated against the COVID-19 virus, including the booster. Candidates must be fully vaccinated by their hire date and must provide proof of vaccination upon hire.
- 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 staff to meet the Garden’s service standards and facilitate individual 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 Department for emergency response
- In conjunction with VR Managers, supervise daily employee rotations and duties to ensure continuous customer service presence and functionality with admissions, member support, and public offerings
- Assist with cross-functional training of staff, ensuring guest experience is the primary focus, including updating policy and procedure resources as needed
- Assist with hiring, onboarding, and performance management, including participating in interviews and addressing performance issues promptly and fairly
- Manage the day-to-day front-of-house Visitor Relations functions and how we assist members, guests, and staff by phone, email, social media, or in person, and keeping VR Managers apprised 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
- Enforce Garden policies and etiquette
- Work special Garden events as required, including necessary setup or take-down tasks
- Attend regular meetings with Visitor Relations leadership to review staff performance, upcoming events, and attend other Garden meetings as required
- Acquire and maintain current knowledge about the Garden and Garden events and responsible for regularly training staff on these details
- 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; Garden-provided Happi coat is worn over shirt)
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.
- At least 2 years of supervisory or management experience in a visitor focused nonprofit or similar experience in customer service, hospitality, or retail
- At least 1 year of experience with customer relationship management and/or point of sale programs; experience with Tessitura a plus
- At least 1 year of experience with cash-handling, and/or demonstrated knowledge of financial best practices
- Excellent verbal and written English communication skills
- Proven track record of excellent customer service with effective team leadership skills
- Proficient on a computer; familiar with Point-of-Sale software and other programs such as Microsoft Word, Excel, and Outlook
- Current driver’s license; must be able to supply a satisfactory DMV report once hired
- Flexible work schedule and able to accommodate changing Garden needs, including working weekends, evenings, and occasional overtime
- Must successfully complete first aid training, provided by the Garden
- Must be comfortable lifting up to 35lbs
- Must be able to remain in a stationary position and/or move about the Garden for several hours
- Knowledge of Japanese culture and/or bilingual in Japanese is a plus
Compensation & Schedule
- Wage: $20.50/hour
- This is a full-time, hourly position with 40 hours per week. Regular schedule to be determined, but may generally be Tuesday – Saturday or Sunday – Thursday. Shifts are typically 8 hours (plus ½ hour lunch), scheduled between 7:00am-7:00pm.
- health, dental, and vision insurance (premium 100% covered for employees)
- 401k plan (after 6 months, with 4% employer match after 1 year)
- up to 8 weeks of paid family and medical leave
- flexible spending accounts for medical and dependent care expenses
- paid vacation, sick, and holiday time
- free access to the Employee Assistance Program (EAP)
The Garden is located at 611 SW Kingston Avenue, in Washington Park. Below are the transportation options for staff commuting to the Garden:
- Parking: Staff may park in the numbered spaces throughout Washington Park, which require payment. The cost is $8/day, or staff may request parking permits from Washington Park. The Garden subsidizes a portion of the cost for parking permits; the cost for staff is $75/month during the high season (March – September) and $50/month during the low season (October – February).
- Bus Passes: For staff who take public transit as their primary means of commuting to the Garden, we provide paid bus passes. Full-time staff receive a monthly TriMet pass, and part-time staff receive daily passes, based on their work schedule.
- Transportation Stipend: Staff who take any form of alternative transit to get to work qualify for a $5 daily stipend. This includes taking public transit, walking, biking, carpooling, or getting dropped off. The only staff who do not qualify for the stipend are those who are receiving a bus pass through the Garden.
To apply, please submit a resume, cover letter, and three work-related references through our online Career Center. Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Applications will be accepted until the position is filled.