Supervisor, Visitor Experience, Shaw Nature Reserve

THIS POSTION IS REGULARLY SCHEDULED TO WORK SUNDAY-THURSDAY AT SHAW NATURE RESERVE IN GRAY SUMMIT, MO.

Summary: The Supervisor, Visitor Experience leads the administration of the Tessitura CRM system at Shaw Nature Reserve (SNR), managing ticketing, membership, and retail operations to ensure accurate data, smooth transactions, and an excellent visitor experience. This role also directs daily visitor operations, supervises SNR Visitor Services staff, and ensures a welcoming and safe experience for all guests.

Essential Duties and Responsibilities:

CRM & Ticketing System Management

• Manage all Tessitura CRM functions for SNR, including ticketing, membership, and retail configurations.
• Design, test, and maintain ticketing setups for general admission and special events.
• Generate and reconcile attendance and revenue reports; create custom reports for leadership and event analysis.
• Develop training materials and standards for CRM usage; ensure frontline staff are proficient in Tessitura.
• Participate in cross-functional teams and training across the Missouri Botanical Garden (MBG) to support CRM system improvements and updates.

Visitor Experience & Supervisory Duties

• Coordinate staffing for the Visitor Center during open hours (7 days/week, up to 12 hours/day), including coverage for absences.
• Perform opening and closing procedures across SNR facilities, ensuring safety and security protocols are followed.
• Serve as primary point of contact for visitor and site issues, escalating and resolving as appropriate.
• Collaborate with Facilities and Horticulture teams to maintain the Visitor Center's appearance, safety, and functionality.
• Support special events and group programs, managing logistics and staff/volunteer involvement.
• Manage retail operations at the Visitor Center, including product selection, merchandising, inventory, and promotions; monitor expenses and contribute to budget planning for Visitor Services and events.
• Maintain an accurate geospatial database of signage across a 2,400-acre property, including wayfinding, safety, informational, operational, and interpretive signs.
• Recruit, train, and supervise Visitor Services staff, fostering a culture of excellence and accountability. Tasks include but are not limited to: conduct performance evaluations, set goals, and support professional development; provide ongoing coaching and communication to ensure team efficiency and alignment with SNR goals.

• Maintain accurate and timely visitor information across digital and print channels, including website updates and signage.

• Collaborate with MBG Communications staff to produce branded materials for events and promotions.
• Support membership sales and coordinate with Institutional Advancement on materials and campaigns.
• Evaluate visitor satisfaction and implement improvements based on feedback.

Other duties and responsibilities

• Meets expected attendance guidelines.

• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with co-workers, supervisors/managers, volunteers, visitors, and employees.
• Ensures that all applicable safety standards are followed; informs students/volunteers of safety guidelines and safe working practices and routinely monitors to enforce them. Adapts or modifies work methods to reduce hazards. Reports all accidents, injuries and near-miss accidents immediately.
• Perform other duties as assigned.

Supervisory Responsibilities: Visitor Experience Representatives (2), PT Visitor Services Attendant (1), and Volunteers as needed.

Competencies:

• Communication - Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration - Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.
• Leadership - Incorporates a cluster of knowledge, skills and abilities required for management of people, budgets and assigned business functions/operations.

Qualifications/Experience:

• Minimum of two to four (2-4) years of guest service experience; prior experience managing or supervising visitor or customer service staff is a plus.
• Experience working in visitor engagement or guest services within a public attraction, state park, nature reserve or similar organization preferred.
• Experience using and modifying ticketing/admission software preferred (ex: Tessitura or similar software).
• Must enjoy and feel comfortable interacting and working in close proximity to the general public, in a safe and friendly manner.

• Must have exceptional project management skills, including ability to coordinate and prioritize work tasks, set reasonable deadlines, and complete projects in a timely manner.
• Scheduling flexibility that allows working weekends, evenings and holidays is required.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education: Bachelor's degree preferred; high school diploma or equivalent required. An equivalent combination of skills, education and experience may be considered.

Language Skills: Ability to communicate effectively in English (oral and written).

Mathematical Skills: Proficient college math aptitude - Requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc. Ability to understand and assist in developing project budgets.

Reasoning Ability: This position requires the ability to exercise independent judgment in handling unpredictable customer service situations (that may arise with visitors, vendors or coworkers).

Computer Skills: Microsoft Office Programs (Word, Excel PowerPoint and Publisher); experience with Tessitura or similar CRM software a plus.

Certificates, Licenses, Registrations:

• Must be able to obtain and maintain CPR/First Aid certification within six (6) months of hire
• Must possess and maintain a valid driver's license.
• Must have the ability to pass a background screening and motor vehicle report (MVR) to meet minimum insurance underwriting criteria.

Physical Demands:

• Ability to utilize computer keyboard (typing).
• May be required to perform tasks at varying heights (i.e., climb ladders, etc.).
• Able to lift up to (30) pounds (i.e., load, unload and move supplies and equipment).
• Ability to work indoors and out in various weather conditions.
• Ability to work outdoors, with unavoidable variations in temperature and some uncomfortable conditions (i.e. wet, mosquitoes, ticks, chiggers, etc.).
• Ability to walk up to three miles on uneven terrain on and off trails.
• Ability to stand and move about entire facility for extended periods of time - 80% or more of the workday is standing on feet (e.g., extensive standing, walking, reaching and stooping).

Work Environment:

• Climate controlled buildings.
• Shared office space.
• Work outdoors in temperatures of (100F or more), humid conditions, as well as temperatures below 0F, in rain, snow and other inclement weather conditions and some uncomfortable conditions (i.e. wet, mosquitoes, ticks, chiggers, etc.) as needed.

Contacts with Individuals/Organizations inside/outside the Garden:

• Missouri Botanical Garden staff and strategic partners.
• Volunteers
• Program participants
• Visitors