(Temporary) Guest Services and Ticketing Lead

Come get to know the wonderful guests who visit The North Carolina Arboretum!

We are currently seeking a Guest Experience and Services Lead. This role will serve as a Guest Experience and Services Lead for our guests, members, and front desk staff, assisting the Guest Experience and Services Manager and the Guest Experience and Services Department as a whole. This position will also help support Winter Lights, the Arboretum's biggest fundraiser, by leading our Ticketing and Admissions positions. The pay range is $18-$20.

Job duties include:

• Providing excellent guest services in person, over the phone, and via email.
• Communicating guest needs and feedback to the Guest Experience and Services Manager.
• Ensuring opening and closing building procedures are being adhered to. Ensures the appearance of the Visitor Center is being maintained, which includes stocking maps, brochures, cleaning wheelchairs, and making sure the front desk remains organized and uncluttered.
• Observing and communicating maintenance and safety issues within the buildings to housekeepers, maintenance, and/or campus police.
• Assisting with membership questions and processing.
• Assist with and accept deliveries to the buildings.
• Assist the Guest Experience and Services Manager to ensure that the Front Desk staff have up to date information so they may best support the needs of our guests and members. Must be up to date on the Arboretum's day-to-day operations, special events, website, and exhibitions by reviewing Skedda, tour calendar, Arboretum Website, Volhub, etc, daily. Proactively relays this information to visitors and staff.
• Ensures info book at front desk is up to date.
• Assisting the Guest Experience and Services Manager in ensuring that policies and procedures are being followed to the standards of the Arboretum.
• Helping troubleshoot guest and staff needs.
• Supporting front desk staff with guest inquiries via phone and email.
• Working with the Guest Experience and Services Manager to maintain and grow the Arboretum's Private Group Tour Program.
• Managing inquiries and bookings for Private Group Tours (Booking, scheduling tour guides, agreement, payment), running groups, and other group visits.
• Maintain a professional appearance and professional conduct at all time and ensure that this standard is being upheld at the Front Desk.
• Assist the Guest Experience and Services Manager with scheduling Front Desk staff and covering shifts when needed.
• Help coordinate staff breaks when needed.
• Restock Baker Building supplies (breakroom items, etc)
• Other duties as assigned.

During Winter Lights

• This position will help train and support the Admission, Ticketing and Building Manager Positions along with the Guest Experience and Services Manager.
• Complete knowledge of Ticketing System (both POS and Backoffice) to assist in training and troubleshooting is necessary to provide the best customer support.
• Duties will include answering telephone calls, providing excellent customer service through various forms of communication, processing refunds and exchanges and general troubleshooting. Work will require answering questions, scanning tickets, assisting customers with issues and is solution-based.
• This position will involve cash management duties and will occasionally assist with gatehouse duties including controlling vehicular access to the Arboretum.
• As directed, this position will provide support to TNCA staff with Winter Lights related tasks involving guest services and ticketing.
• Troubleshoot issues with our online ticketing platform and follow up with guests to provide customer satisfaction.
• With the Guest Experience and Services Manager, create internal and public facing documentation for staff and guests related to the ticketing processes.
• Regularly communicate with and provide support to all ticketing staff. Update staff regarding changes to ticketing and policy procedures.
• Provide on-call support as needed.
• Contribute to updating ticketing policy and procedures.

This position is expected to work some evenings and weekends. Some holiday availability is required of all positions. This position typically works Tuesday-Saturday 9a-5p with variants during high season times such as Winter Lights. This position is required to work at least one weekly shift at the Front Desk not including any unscheduled shift covers.

Primary Purpose of the Organizational Unit
The North Carolina Arboretum (TNCA) is a 434 acre public garden affiliated with the University of North Carolina
featuring indoor and outdoor exhibits, educational activities, and plant-centered research and economic development
programs. The North Carolina Arboretum Society is a 501 (c)(3) nonprofit corporation that supports the Arboretum's
mission of cultivating connections between people and plants through the membership program, individual and
corporate giving programs, retail operations, sponsored research activities and fee-based educational program and
exhibits and green events. The Mission Delivery department of the North Carolina Arboretum oversees design,
exhibits, retail sales, and events management. The Visitor Experience Manager falls within this department.

Minimum Education, Experience, and Skills
In addition to the required competencies, a High School education or equivalent is required as well as previous guest
services and/or ticketing experience. Guest Services staff are expected to work some evenings and weekends.
Holiday availability is REQUIRED of all positions.

Competencies
Knowledge-Technical: Knowledge of basic computerized point of sale systems and office equipment. Must be
proficient in Microsoft Office and Google Suite software use. Adherence to cash policies and procedures is
imperative.
Interpersonal Skills: must enjoy working with the public, meeting new people and partnering with staff and
volunteers. Must be able to train others in systems and procedures.
Communication: Must be able to communicate effectively with the public, volunteers and staff. The position must
have excellent and professional written and verbal communication skills for interaction with both internal and external
audiences. Ability to screen and direct clients and visitors to the appropriate source, inform the public about services,
processes, procedures and guidelines. This position will need to follow both written and oral instructions.
Customer Service: Requires strong customer service skills including a thorough knowledge of event procedures,
attentiveness to customer feedback and the ability to use positive language. This position also recognition of potential
problems in service, and addresses and resolves promptly and respectfully.

• Classification: (Temporary) Guest Services and Ticketing Lead
• Position Number: UNCSO-ATNCA22
• Employment Type: Hourly
• Appointment Type: Temporary
• Full-Time/Part-Time: Part-Time
• Recruitment Salary Range: Hiring rate: $18-$20 per hour
• Location: 100 Fredrick Law Olmsted Way, Asheville, NC 28806 USA
• Posting Open Date: 3/9/2026
• Posting Close Date:
• Posting Number: req690

EEO
The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is a VEVRAA Federal Contractor.

To claim veteran's preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, along with a State Application for Employment (Form PD-107 or equivalent) to the appointing authority.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

EEO Contact Information
Applicants needing assistance with the application process are asked to contact: ophiring@northcarolina.edu