Visitor Relations Manager

Portland Japanese Garden – a 501(c)(3) non-profit in Portland, Oregon – is hiring for a Visitor Relations Manager. The Visitor Relations Managers (VRM) are responsible for overseeing all operational and staff management aspects of the Visitor Relations department with a focus on ensuring an outstanding experience for visitors to Portland Japanese Garden. The Visitor Relations Managers report to the Director of Visitor Relations (DVR). This position works from the primary Garden campus, located at 611 SW Kingston Ave.

Each VRM is specialized and based out of the Tanabe Welcome Center, the Fukuta Concierge Office, or the Garden grounds and works closely in developing and overseeing a cross-functional, world-class customer service team that supports all public-facing locations.

Primary Duties

• Work as needed across several front-of-house locations daily, including the Garden grounds, Fukuta Concierge Office, the Tanabe Welcome Center, and 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 to serve as backup when needed, including but not limited to, selling admission tickets, processing memberships, or driving the Garden Shuttle
• Mentor, coach, and develop Visitor Relations staff to promote a work environment where team member’s input and individual strengths are encouraged and valued, and performance issues or conflicts are addressed promptly and fairly
• 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, serving as primary emergency response, and handling large clean up spills in compliance with bloodborne pathogen protocols
• In conjunction with VR Managers, oversee overall performance management of Visitor Relations staff, the cross-functional training, ensuring guest experience is the primary focus, including developing and maintaining policy/procedure resources as needed
• Work closely with VR Managers to manage hiring and onboarding of Visitor Relations staff
• Create and manage employee schedules and rotations, to ensure continuous customer service presence and functionality with admissions, member support, and public offerings
• Manage staff timesheets
• Works closely with the DVR to develop and manage overall operations of the Pavilion Gallery and Garden grounds so that the guest experience is the primary focus of all activities
• Oversee and optimize Visitor Relations guest communication and approach, including etiquette enforcement, and Garden and event knowledge, working in conjunction with VRMs and keeping the DVR appraised of all issues, including assisting with resolving Member and guest inquires by email phone, or in person
• In conjunction with the Assistant Director of Exhibitions, develop training materials for upcoming art installations and conduct training with staff
• In conjunction with the Safety Manager, ensure staff follow proper safety guidelines when operating accessibility shuttles, and lift
• Other duties as assigned

Other Responsibilities

• Enforce Garden policies and étiquette
• Work special Garden events as required, including necessary setup or take-down tasks
• Attend regular meetings with Visitor Relations leadership regarding staff management, Garden events or policies, optimizing guest experience, etc
• 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
• Act as a role model for the Garden’s service standards, including excellent work ethic, outstanding customer service, and a high level of professionalism in manner and appearance
• Adhere to Garden Dress Code

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.

• At least 3 years of management experience in a high-volume, customer-facing environment (e.g., cultural institutions, hospitality, retail, or similar), with responsibility for daily operations and team leadership
• Experience overseeing large frontline teams (12+ staff per shift or similar scale), including scheduling, break coordination, and maintaining service levels during peak visitation
• Demonstrated ability to manage competing priorities in real time; balancing guest needs, staff support, and operational demands while maintaining a calm, professional presence
• Direct experience coaching and supporting frontline staff, including performance management and handling guest escalations
• Experience with customer relationship management systems, point-of-sale operations, and cash-handling best practices
• Excellent verbal and written English communication skills
• Proven track record of delivering strong customer service through effective, people-centered leadership
• Proficient with computers, including POS systems and programs such as Microsoft Word, Excel, and Outlook 365
• Current driver’s license; must be able to provide a satisfactory DMV report upon hire

Special Requirements

• Flexible work schedule and able to accommodate changing Garden needs, including working weekends, evenings, and occasional events
• Must successfully complete first aid training (provided by the Garden)
• Must be comfortable lifting up to 35lbs
• Comfortable being highly visible and present on the floor for extended periods, actively supporting staff and engaging with guests
• Must be able to remain in a stationary position and/or move about the Garden for several hours

What Success Looks Like in This Role

• Leading a large team with confidence during busy, high-traffic days
• Makes quick, thoughtful decisions to support both staff and guests
• Maintains a positive, composed presence during challenging or high-pressure situations
• Balances operational needs with a strong focus on team support and guest experience

Compensation & Schedule

• Wage: $60,000 - $64,000/year, commensurate with experience
• This is a full-time, salaried position with approximately 40-45 hours per week. Regular workdays may vary but generally are Tuesday – Saturday. Shifts are typically 8 hours (plus ½ hour lunch), between 7:00am – 9:00pm.
• Benefits:
  • health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
  • 401k plan (after 6 months, with 4% employer match after 1 year)
  • flexible spending accounts for medical and dependent care expenses
  • paid time off:
    • vacation: 2 weeks per calendar year to start, with regular increases
    • wellness: 10 days per calendar year
    • holidays: 10 holidays per year
  • free access to the Employee Assistance Program (EAP)

Transportation

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. Additionally, 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 during the high season (March – September) and $50 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.

Applications

To apply, please submit a resume, cover letter, and three work-related references. Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Applications will be accepted until the position is filled.

All submitted applications will be held in confidence.

We encourage all potential applicants to watch our video entitled “Come to Understand: Welcome to Portland Japanese Garden” (5:56 minutes).

• health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
• 401k plan (after 6 months, with 4% employer match after 1 year)
• flexible spending accounts for medical and dependent care expenses
• paid time off:
  • vacation: 2 weeks per calendar year to start, with regular increases
  • wellness: 10 days per calendar year
  • holidays: 10 holidays per year
• free access to the Employee Assistance Program (EAP)