Customer Service, Hospitality, Botanical Gardens

Hiring: Visitor Experience Supervisor
Organization: Royal Botanical Gardens
Location: Burlington / Hamilton area, Dundas, Ontario

About Royal Botanical Gardens (RBG)

Plants are life. They are life-giving and life sustaining.

For over eight decades, Royal Botanical Gardens (RBG) has connected people to the plant world. We do this not only to awaken people to plants’ beauty, diversity and necessity, but also to serve as a beacon for an increasingly urgent movement to preserve plant species and habitats and, by extension, our planet. Our Story

Visitor Experience Supervisor

The Visitor Experience Supervisor oversees day-to-day ground floor operations in real time, ensuring smooth visitor flow, timely problem-solving, and a welcoming atmosphere. This role leads and supports the frontline team, handles opening and closing procedures, and ensures high-quality guest service across all public garden areas.

This is a full-time contract through position through September 25, 2026, with the possibility of extension.

Roles and Responsibilities

1. Supervise staff and volunteers supporting various visitor experience activities.
2. Prepare staff schedules and arrange coverage for daily and after-hours operations to ensure service consistency, minimize disruptions, and maintain high standards of guest care.
3. Open and close the gardens daily to ensure consistent access for guests and members, creating a reliable and welcoming experience that reflects RBG’s commitment to hospitality.
4. Support Hosts in processing memberships and clearly communicate changes to member benefits to the team, ensuring consistent and accurate messaging.
5. Respond to visitor and member inquiries, address escalated visitor concerns, and contribute to reports based on guest feedback to support continuous improvement and strengthen service quality across all touchpoints.
6. Apply RBG policies and procedures to ensure service standards and organizational alignment to promote fairness, professionalism, and operational integrity.
7. Share operational updates with frontline staff, as well as changes to systems and ticketing requirements to ensure transactions are processed correctly.
8. Attend rentals meetings and adjust operations to support events and programs, ensuring seamless execution and positive guest experiences during special functions.
9. Actively support ticket sales, troubleshoot ticketing system issues, and address escalations to ensure the smooth execution of event launch dates and successful programming.
10. Perform daily cash reconciliation and deposits and liaise with Finance to ensure financial accuracy, safeguarding revenue and supporting fiscal accountability.
11. Generate and analyze Tessitura reports for data sharing and insights, enabling evidence-based decisions and performance tracking across departments.
12. Conduct walkthroughs to ensure signage is set up to enhance wayfinding, promote brand consistency, and enhance the overall visitor experience.
13. Contribute to planning and improvement initiatives to advance service excellence, drive innovation, and align operations with RBG’s strategic goals.

Knowledge and Experience

• Experience supervising staff in customer service or hospitality environments.
• Familiarity with cash handling procedures, financial reconciliation, and point-of-sale systems.
• Understanding of visitor feedback processes, reporting methods, and operational planning.
• Proficiency in ticketing platforms such as Tessitura.
• Knowledge of emergency procedures, accessibility compliance, and guest safety protocols.

Skills and Qualifications

• Advanced leadership, coaching, and conflict resolution skills.
• Excellent communication, organization, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced, visitor-focused environment.
• Analytical skills to assess visitor feedback and participation trends.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).
• Valid driver’s license and satisfactory driving record.

At Royal Botanical Gardens, we’re more than just a destination—we’re a community rooted in nature, education, and hospitality. Join us in shaping unforgettable experiences for every visitor while growing your career in a vibrant, mission-driven environment.

Ready to cultivate your future with us?

Apply today by submitting your resume and cover letter at rbg.ca/careers no later than September 24, 2025. Please submit your cover letter and resume as a single PDF file.

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Salary Range: $44,000.00 to $46,000.00 annually

At RBG, we celebrate diversity, innovation, and integrity. We are committed to creating an inclusive workplace that reflects the communities we serve. Accommodations are available under the Accessibility for Ontarians with Disabilities Act upon request.

We utilize Artificial Intelligence (AI) to enhance our recruitment process, ensuring efficiency and fairness. All hiring decisions remain under human oversight to uphold our commitment to equity, inclusion, and diversity.

We thank all applicants for their interest in the position but only those selected for an interview will be contacted.