Visitor Experience Lead

ORGANIZATIONAL SUMMARY:

PHS Meadowbrook Farm is a 21- acre property where visitors can come to enjoy gardens, seasonal plantings, an extremely diverse plant palate and monthly garden tours. Originally the home of J. Liddon Pennock and Alice Herkness Pennock, the property was bequeathed to PHS in 2003. Featuring a diverse variety of gardens, PHS Meadowbrook Farm now welcomes thousands of visitors every year at this free public garden.

Mission: The Pennsylvania Horticultural Society connects people with horticulture, and together we create beautiful, healthy, and sustainable communities.

POSITION SUMMARY:

This position serves as PHS Meadowbrook Farm's lead ambassador and primary point of contact for visitors, dedicated to providing a warm welcome and ensuring every visitor enjoys a positive, memorable, and safe experience. Responsibilities include overseeing seasonal visitor specialist staff, assisting with wayfinding and interpretation throughout the garden, and ensuring that every visitor feels welcome. This role also includes performing a daily walk of the property to ensure that signage, pathways, and seating are well-maintained, accessible, and welcoming, contributing to the best possible visitor experience.

This role requires a strong service mindset, leadership ability, and enthusiasm for sharing the garden with diverse audiences.

ESSENTIAL JOB FUNCTIONS:

· Provides exceptional customer service to visitors while the garden is open to the public. (mid-April to mid-October)

· Opens and closes the garden as scheduled, including securing the house and donation funds.

· Engages with, and educates, visitors about broader PHS mission and programs and informs visitors about volunteer opportunities and membership benefits and encourages visitors to share names and email addresses for Marketing and Membership purposes.

· Provides guidance to seasonal visitor specialist staff.

· Along with seasonal visitor specialist staff, monitors grounds to ensure all visitor guidelines are followed by visitors.

· Electronically captures attendance to monitor daily visitor counts and trends in attendance.

· Maintains Visitor Center including general cleaning, monitoring supply stock and communicating ordering needs to manager.

· Maintains history room in Visitor Center including supporting the Garden Team’s updates to “What’s Blooming” chalkboard.

· Monitor phone and email messages and respond to each in a timely fashion.

· Coordinates with the Activations team to ensure all electronic and paper communications are accurate and up to date.

· Comfortable working with laptop, iPad and, visitor sign-in software and other cloud-based programs.

· Provides directions and assistance with visitors signing in for scheduled PHS-sponsored activations.

· Responds to incidents in accordance with PHS protocols and report all incidents or accidents promptly to leadership.

· Checks all non-greenhouse buildings daily and other areas of the property and promptly reports facilities issues to the Director of Meadowbrook Farm.

QUALIFICATIONS:

· April 6th through mid-October, Wednesday – Saturday, estimated 32 hours per week.

· May occasionally be required to work on unscheduled days, including holidays, to support the operational needs of PHS Meadowbrook Farm.

· Excellent customer service skills with an engaging and welcoming personality.

· Knowledgeable ambassador of Meadowbrook Farm property, history and PHS’s mission, programs, volunteer, and membership opportunities.

· Flexible to adapt to new work assignments, as needed.

· Professional manner and appearance.

· Occasional bending, stooping, reaching, crouching, or light lifting (up to 50lbs).

· Able to stand and walk outdoors for most of the day during the in-season schedule.

EEO NOTICE: 

 At PHS, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.