Reservations and Membership Associate

Title:Reservations and Membership Associate Classification: 30-40 hours per week, Non-Exempt
Department: Administration
Reports To: Reservations Manager
Pay: $22 to $25/hour
Schedule: Monday to Friday, 8:30 AM - 4:00 PM, or similar schedule agreed upon with Manager. Occasional evenings and weekends. This role is a seasonal in-office position and remains active until Lotusland's seasonal closure in late Fall of 2025

About Lotusland:
Ganna Walska Lotusland is a 37-acre non-profit botanical garden and historic estate located in Montecito featuring a collection of over 3,700 plant species from around the world as well as historically significant Spanish Colonial Revival architecture. Since opening to the public in 1993, Ganna Walska Lotusland has grown to become one of the world's premier botanical gardens and a center for sustainable garden practices, horticultural education, and plant conservation.

Mission Statement:
Our mission is to preserve and enhance the distinctive botanical gardens and estate of Madame Ganna Walska. Lotusland educates and inspires visitors with its collections, sustainable horticulture practices and plant conservation.

Position Summary:
The Reservations and Membership Associate is a friendly and dynamic front-line staff member with the primary responsibility of supporting members and the public in making reservations to visit Lotusland. Trained and supervised by the Reservations Manager, this role shares clear and concise information by phone and email about Lotusland policies, availability, and restrictions, while providing exceptional customer service.

The Reservations and Membership Associate will become a high-level user of Lotusland's ticketing and database software, with a keen eye for detail, a focus on accurate data entry, and an understanding of the membership and reservations strategies, data, reporting, and processes.

The Reservations and Membership Associate is a motivated learner who can educate guests on our gardens and policies, membership levels and benefits, and event promotion. The right person will be positive,

dependable and a proud ambassador of the Ganna Walska Lotusland brand and will enjoy the opportunity to work in an office within the beautiful garden setting of Lotusland.

Key Responsibilities:

• Maintains, audits, and files daily reservation records including credit card charges. Actively audits reservation data for errors and omissions.

• Serve as the primary point-of-contact for reservations inquiries, including all telephone and email correspondence directed toward the Reservations office, exceeds customer's expectations by delivering exceptional service in a professional, knowledgeable, and timely manner.

• Maintains sensitivity and confidentiality regarding member, donor, and guest information.

• Communicates directly with Visitor Services, Membership, and Development teams to ensure an efficient flow of information.

• Actively seeks and suggests improvements for the Reservation and Membership processes.

• Organizes and maintains call sheet inventory and other Reservations and Membership supplies.

• Provide technical phone support for members and non-members making reservations and purchasing memberships online. Shares the member admission pricing and benefits to encourage new and renewed memberships.

• Works with the Membership Coordinator to keep accurate membership records, provide support via phone and email for membership questions, and activate & track membership benefits.

• Provides high-touch concierge service to Lotusland's Patron Circle members, who receive priority service as upper-level members.

• Works with the Reservations Manager and Membership Coordinator to build and run daily, weekly, and monthly reports to track admission numbers, financial data, membership renewal rates and more.

• Performs administrative support as needed for Membership, Development, and Visitor Services and can fill in temporarily for other team members in the Membership or Visitor Services departments.

• Attends training sessions and team meetings as required and contributes as an active participant.

• Supports Membership and Development events as needed.

• The successful candidate must be computer savvy with experience in Microsoft Office Suite (Outlook, Word, and Excel). Data manipulation in Excel and Mail Merge in Word are regular tasks.

• Experience with Salesforce or a ticketing/reservations system is preferred. A willingness to learn the latest programs is essential.

• Ability to handle confidential and sensitive client information.

• Ability to handle periods of high call and e-mail volume while proactively identifying and prioritizing tasks when call volumes are lower.

• Must have exceptional customer service skills and a natural inclination to deliver thorough, detail-oriented work in an efficient manner.

• Ability to work in a shared workspace and to interact cooperatively with staff and volunteers.

• Must have a valid driver's license. reliable transportation and pass a background check.

• Highly proficient in the English language in person, by phone, and in written communication.

• High School diploma or GED

• A minimum of two years customer service experience

• Three to five years of administrative experience. Applicants with database experience will be given priority.

• Lotusland's administrative offices are on a historic 2-story estate in a 37-acre garden.

• General office environment within the garden setting of Lotusland.

• Requires working outside during events and the ability to comfortably move around the garden.

• Frequent work on the telephone and computer (repetitive movement - typing).

• Frequent standing, sitting, walking, climbing stairs and bending with occasional lifting of light to moderate loads (10-25 lbs. ).

• Occasional driving of company electric golf carts.

• Health, dental, vision and life insurance.
• 403(b) Retirement plans.
• Paid vacation and sick leave.
• Paid company holidays.

• Employment background/criminal check is required.