Visitor Relations Assistant Manager

The Visitor Relations Assistant Managers (VRAM) are 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. 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 campus located at 611 SW Kingston Ave.

Primary Duties

• 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

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 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, adhering to Garden Dress Code; business casual

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 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

Special Requirements

• 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: $47,500/year
• This is a full-time, salaried position with 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-8:00pm
• Benefits:
  • 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)

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 pay-to-park spaces throughout Washington Park. The cost is $9.80/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.

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.

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).

Benefits:

• health, dental, and vision insurance (premium 100% covered for employees)
• 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 (10 days) 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)

Knowledge of Japanese culture and/or bilingual in Japanese is a plus.