Visitor Experience Manager

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Visitor Experience Manager, Morris Arboretum and Gardens

Job Profile Title

Supervisor C

Job Description Summary

Morris Arboretum & Gardens of the University of Pennsylvania is hiring a Visitor Experience Manager to serve as the on-site manager for the Morris’s visitor-facing operations. The Manager is responsible for supervising frontline staff, ensuring exceptional customer service, and managing visitor operations.

Job Description

Job Responsibilities:

Staff Management

The Visitor Experience Manager hires, supervises, supports, and coaches a diverse group of 15 part-time frontline staff, ensuring a high level of professionalism and service-orientation. This position serves as the on-site manager for Visitor Experience, leading by example and jumping in to assist on the frontline whenever needed. This position serves as an on-call manager for visitor and facility emergencies during public hours.

Customer Service

The VE Manager works toward ensuring that the many people who visit have a wonderful experience, which requires planning for and addressing visitor satisfaction and safety. This position provides information and resolves issues for visitors in person, over the phone, and via email in a friendly, professional manner. Additionally, the VE Manager assists with Departmental planning pertaining to visitor engagement and satisfaction.

Operations

This role entails operational responsibility within the Visitor Experience Department, including:

• Ensuring efficient, effective operation of admissions, the visitor center/shop, and parking.
• Scheduling frontline staff, ensuring adequate staff resources for a variety of functional areas.
• Handling visitor communications.
• Assisting with retail purchasing, merchandising, and reporting, as needed.
• Managing cash banks and overseeing on-site transactional integrity.
• Providing support for the Rental Program.

Qualifications:

• An Associate's Degree or two year college equivalent and 2 years to 3 years of experience or equivalent combination of education and experience is required.
• A valid driver’s license is required.
• The ability and willingness to work most weekends as well as some evenings and holidays.
• Customer focus with extensive experience serving customers/clients.
• Able to demonstrate experience with and the ability to manage staff, having honed skills in building teams, dealing with difficult situations, and creating positive work environments.
• Possess the ability to be calm under pressure, comfortable interacting with diverse groups, and able to think on their feet.
• Must be professional, self-confident, comfortable addressing issues directly, and willing to jump in where needed.
• Possess a strong focus on the details and information.
• Strong experience with both verbal and written communications.
• Able to laugh when things don’t go right.

Application Requirement:

**A Cover Letter and Resume/CV are required to be considered for this position.**

Job Location - City, State

Philadelphia, Pennsylvania

About the Morris Arboretum of the University of Pennsylvania:

Morris Arboretum & Gardens of the University of Pennsylvania inspires an understanding of the relationship between plants and people through education, research, and horticultural displays. Located in the Northwest section of Philadelphia, Morris Arboretum is home to a collection of more than 13,000 woody plants and serves as a destination for plant enthusiasts, a center for education and research, and a hub for botany, horticulture, and urban forestry.

For more information about Morris Arboretum & Gardens, visit: https://www.morrisarboretum.org

About the Division of Business Services:

The Business Services Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment and providing mission-critical services and essential operations. BSD is dedicated to delivering high-quality service in a fiscally responsible manner.

Currently, the Division focuses on three major initiatives:

• Revenue growth and retention through improved marketing efforts, extended services, and the development of new distribution channels.
• Driving productivity for the Division and its customers through the better use of technology.
• Enhancing service offerings through upgrades and expansions of facilities.

For more information about the Division of Business Services, visit: https://www.business-services.upenn.edu

Department / School

Morris Arboretum

Pay Range

$24.21 - $30.00 Hourly Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement 

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin(including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protectedunder applicable federal, state or local law.

Special Requirements 
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours:Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

​

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay