Explore a Career with Lauritzen Gardens

About Our Organization

Lauritzen Gardens, acclaimed as the Best Attraction in the 2025 Omaha Metropolitan Area Tourism Awards and voted #3 by USA Today for Top Botanical Gardens in the United States in 2026, is home to 100 acres of horticultural displays showcasing the diverse Nebraska landscape. Lauritzen Gardens is a non-profit organization that provides conservation efforts across the Great Plains, promotes thoughtful, ecologically minded horticulture, creates educational and inspirational experiences, and offers a year-round schedule of tours, programs, and workshops that explore, explain, and celebrate the world of plants. Lauritzen Gardens is dedicated to upholding its exceptional standards and providing joyful experiences for its visitors.

Job Summary

The Guest Experience Manager is responsible for overseeing the overall visitor experience at the garden, ensuring that all guests enjoy a safe, welcoming, and engaging environment. This role leads Guest Experience Associates, manages front-of-house operations, and coordinates with internal departments to deliver high-quality experiences for visitors, members, donors, and event clients. The Guest Experience Manager develops and implements guest service strategies, resolves visitor issues, and monitors operational efficiency to enhance satisfaction and loyalty.

Success in this position involves taking pride in working for this organization, committing to effective communication, being solution-focused, and embracing a culture of positive change.

This is a full-time position. Work hours vary based on operational needs. Working some evenings and holidays are required.

Primary Job Duties

• Develop, implement, and maintain standards for exception guest experiences.
• Lead, supervise, and train Guest Experience Associates, including front desk, admissions, and volunteer greeters.
• Oversee staff scheduling, performance, and professional development.
• Conduct regular meetings at training sessions to reinforce customer service excellence.
• Ensure smooth operations of admissions, membership services, tours, and information desks.
• Monitor visitor flow, respond to guest inquiries, and resolve complaints promptly and professionally.
• Coordinate with security, facilities, and event teams to maintain a safe and welcoming environment.
• Review visitor feedback and metrics to identify areas for improvement.
• Responsible for assisting with retail sales, merchandise displays, and inventory check & balances.
• Collaborate with events, development, and education teams to ensure seamless guest experience during public programs, rentals, and special events.
• Assist with planning, setup, and execution of events as needed.
• Support on-site problem-solving to meet guest needs during high-volume periods.
• Serve as a liaison between guests and internal departments to ensure coordinated responses to visitor issues.
• Communicate operational updates and guest-related feedback the to the leadership team.
• Partner with marketing to support initiatives that enhance the visitor experience and engagement.

Education, Experience, & Qualifications

• 3-5 years of experience in guest services, visitor operations, or hospitality management.
• Supervisor experience leading a team in a customer-facing environment.
• Experience in museum, botanical garden, zoo, or nonprofit cultural institution preferred.
• Strong leadership and team management skills.
• Excellent writing and verbal communication skills.
• Ability to remain calm and professional under pressure.
• Strong organizational, problem-solving, and decision-making abilities.
• Commitment to exceptional customer service and visitor engagement.
• Proficiency in point-of-sale systems, membership databases, and standard office software.
• Ability to work evenings, weekends, and holidays as required.

Work Environment

• Primarily office and public-facing work, with frequent walking throughout the garden's property.
• Exposure to outdoor weather conditions and large crowds.
• Occasional lifting of supplies or event materials (up to 25 lbs.).
• Ability to respond quickly to emergencies or guest issues.

Benefits

• Medical, dental, and vision insurance.
• Long-term & short-term insurance.
• 401 (k) with company match.
• Accrued Vacation
• 8 Paid Holidays + 2 Paid Floating Holidays.
• Garden Membership.
• Employee Assistance Program (EAP).
• Bereavement Leave.
• Opportunities for professional development.