Guest Experience Associate

Description

Guest Experience Associate

Department: Guest Experience

Supervisor: Guest Experience/Retail Leads

Supervises: N/A

FLSA Classification: Non-exempt

Revision Date: October 2026

Availability: Position requires regular weekday, evening, and weekend hours, and occasional holidays. Hours may fluctuate based on the seasonal needs of the Garden.  This position will be a Seasonal hire with scheduled hours October - January.

Position Summary:

The Guest Experience Associate serves as a welcoming and knowledgeable ambassador for Huntsville Botanical Garden, helping create an exceptional experience for every guest from arrival through departure. Guided by the Garden's mission, Core Values, and brand standards, this position provides friendly, engaging, accurate, and efficient service that invites guests to discover, connect, and engage with the Garden.

Guest Experience Associates are cross-trained to support both the Admissions Desk and Chrysalis Gift Shop and may be scheduled at either location based on staffing, programming, seasonal, and operational needs. Regardless of assignment, this position is expected to consistently deliver the Garden's guest experience and brand standards through service that is friendly, approachable, resourceful, engaging, and inviting. Through each interaction, the Guest Experience Associate helps guests feel welcomed, delighted, and refreshed while connecting them with experiences, programs, memberships, and products that enhance their visit.

Essential Functions:

Guest Experience & Garden Representation

• Welcome and engage guests with warmth, professionalism, and a genuine desire to help them enjoy their Garden experience.
• Consistently demonstrate the Garden's Core Values, guest experience and brand standards in interactions with guests, members, volunteers, and fellow staff.
• Maintain current knowledge of the Garden, including programs, events, exhibits, memberships, amenities, policies, and other information needed to confidently assist guests.
• Answer the Garden's general phone line with a pleasant and engaging demeanor, respond to general and admissions-related questions, transfer calls, and process phone transactions according to established procedures.
• Listen to and anticipate guest needs, answer questions accurately, and help guests navigate available experiences and resources.
• Recognize that every interaction contributes to the guest's overall impression of the Garden and take ownership of creating naturally delightful experiences and resolving routine guest concerns.
• Promote opportunities for guests to deepen their connection with the Garden through memberships, programs, events, classes, merchandise, and other offerings.
• Maintain positive working relationships across departments to ensure information shared with guests is timely and accurate.
• Support volunteers and other team members with information needed to successfully serve Garden guests.
• Support Garden events, programs, and special activities as assigned, including working at temporary or alternate sales and admissions locations.
• Help maintain the Guest Center and surrounding guest-facing areas as clean, organized, welcoming, and ready for service.

Admissions Desk Assignments

When scheduled at the Admissions Desk, the Guest Experience Associate will:

• Process Garden admissions, memberships, program and event registrations, and other transactions using the point-of-sale (POS) system.
• Use knowledge of the Garden and established key messages to explain and promote memberships, classes, programs, events, tours, and other opportunities.
• Assist guests with tour requests and general wayfinding and provide information that helps guests make the most of their visit.
• Maintain appropriate levels of brochures, forms, maps, and other guest-facing collateral and supplies.

Chrysalis Gift Shop Assignments

When scheduled in the Chrysalis Gift Shop, the Guest Experience Associate will:

• Assist guests with merchandise selection by understanding their needs, sharing product knowledge, and making thoughtful recommendations.
• Engage in proactive, suggestive up-selling while maintaining a guest-centered approach.
• Process Garden admissions, memberships, and other transactions using the point-of-sale (POS) system.
• Maintain familiarity with merchandise, Garden-related products, promotions, and other offerings in order to provide accurate information.
• Wrap and package purchases and process phone or special orders according to established procedures.
• Restock merchandise and maintain displays that are clean, orderly, attractive, and consistent with the Garden's visual and brand standards.
• Assist with receiving and preparing merchandise for sale, including inspecting, pricing, packaging, and stocking products.

Transaction & Operational Responsibilities

• Follow established procedures for transaction accuracy, cash handling, inventory, safety, security, opening and closing assigned workstations, including preparing and balancing POS terminals.
• Accurately process merchandise, membership, admission, and other applicable sales using the POS system, handle cash, credit card, and other transactions with appropriate accountability for Garden funds.
• Run required reports, count banks, facilitate deposits and associated paperwork, and communicate change or supply needs.
• Participate in department meetings, training, and cross-training opportunities and perform other duties as assigned.

Requirements

Minimum Qualifications:

High school diploma and at least 3 months of retail or customer service experience. Must be able to perform basic mathematical calculations commonly used in retail environments and read and understand safety guidelines, departmental guides, and established procedures.

Success Factors:

• A strong desire to contribute to the guest experience in a positive and engaging way by displaying a willingness to learn and share your knowledge about the Garden, its programs, and its mission of connecting people to plants.
• Exemplify the Garden’s Core Values through daily tasks and interactions with visitors, volunteers, and staff.
• Communicate effectively with guests and staff by sharing Garden knowledge and proactively promoting merchandise, memberships, and membership benefits through suggestive selling.
• Must be organized, able to multitask effectively, and demonstrate strong interpersonal, customer service, and sales skills.
• Proactively maintain a clean, organized, and visually appealing store and merchandise displays.
• Ability to work positively in a team environment.

Preferred Qualifications:

2 years of experience in customer service and utilizing POS software preferred.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Physical Demands: Must be able to remain in a stationary position continuously in order to observe visitors entering and exiting the Guest Center and Gift Shop. This role is required to continuously communicate with visitors and Garden associates. Frequently positions have to stock shelves, receive merchandise, and lift up to 25 lbs. Occasionally ascends a step ladder and lifts more than 25 lbs.
• Work Environment: Work is frequently performed indoors and on occasion may be required to work outdoors in varied terrains, in all weather conditions.
• Equipment: General office equipment, point of sale (POS) system, tablets, 2-way radios operation of the garden shuttle.

Job descriptions are guidelines that attempt to characterize essential functions and responsibilities of a job, and are subject to change as needs and programs change. At Huntsville Botanical Garden job descriptions are considered neither inclusive nor exclusive. It is expected that up to 20% of your duties may change annually.

Employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

The Huntsville Botanical Garden supports a culture of inclusion that attracts, inspires, and engages people to achieve success. The Garden is committed to hiring and developing employees based on job-related qualifications irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or veteran status. To increase diversity in professions related to the public garden realm, we encourage applications from underrepresented minorities, persons with disabilities, and veterans.