Job Listings

Guest Services Retail Lead

Cleveland Botanical Garden / Posted September 22, 2025

Opportunity:

The Guest Services department seeks a Retail Lead. The Retail Lead's primary responsibilities are providing excellent customer service to guests, selling admission and memberships, contributing to a positive team atmosphere, acting as day manager as assigned, and supporting other guest-facing and back-office functions including retail. This position works at the Cleveland Botanical Garden in Cleveland, OH and with potential occasional travel to the Holden Arboretum in Kirtland, OH. We are looking for a team member who wants to do meaningful work. Holden Forests & Gardens connects people with the wonder, beauty and value of trees and plants, to inspire action for healthy communities. HF&G strives for a welcoming workplace where everyone feels that they belong.

Position Details:

• 40 hours per week guaranteed
• Must have a flexible schedule and willing to work weekends, evenings, some holidays and the last day of every month
• This position is supervised by the Associate Director of Guest Services & Retail

Key Responsibilities:
Key responsibilities of the Retail Lead include, but are not limited to:

• Support the Holden Forests & Gardens’ mission, vision, values and core commitment to the visitor experience and community engagement
• Assume role of Manager of the Day as assigned
• Provides oversight and guidance to guest services representatives, seasonal, and casual staff working at the guest services ticketing desk and in the retail store
• Serve as the designated person to manage customer concerns, provide prompt follow-up, and relay information as needed to supervisor during shift
• Lead daily huddle to communicate day’s events, visitation plans, programming, staffing, changes, updates to various departments and guest services staff
• Perform specialty roles as designated that contribute to the success of Guest Services including, but not limited to, special event support, light exhibit maintenance, and retail stock support
• Prepare daily cash bags, perform drawer reconciliations, and deposits as necessary
• Responsible for the daily merchandise activity report, inventory counts, daily merchandise sales reports
• Responsible for end of the month reports
• Proactively engage with guests in a manner that supports the mission and success of Holden Forests & Gardens
• Regularly perform rotations at all guest facing positions including ticketing, Garden Store, special exhibitions, and events
• Regularly assess and ensure the guest amenities are clean, safe, and ready every day
• Maintain the appearance, cleanliness and safety of workspaces, facilities, exhibits, and attractions
• Coordinate with other departments to facilitate exceptional guest experience
• Manage facilities usage for event setup and breakdown; regularly assist with event set-up, support special events and programs
• Maintain compliance with Holden Forests & Gardens and department-specific policies and procedures
• Process sales transactions for admission, membership, programs, and merchandise quickly and accurately using a computerized cash register and/or standalone credit card machine with point-of-sale system, Altru
• Assist with maintaining adequate stock levels of retail merchandise in the store and supplies as specified and tag merchandise
• Perform occasional work in Guest Services at the Holden Arboretum campus in Kirtland, Ohio
• Perform other duties as assigned

Qualifications and Skills:

• Demonstrate a passion for people and nature
• High school degree or equivalent, required
• 2+ years of customer service management experience in retail, hospitality, cultural attractions, or similar guest-facing environment, preferred
• 2+ years of retail and/or cash handling experience, highly desired
• 2+ years of experience using a point of sale or customer relationship management software, highly desired
• Proficient use of Microsoft Excel, Word and Outlook email and calendar
• Must enjoy working with the public, families, and children
• Effective, appropriate, and timely verbal and written communication skills
• Ability to work within a team and be self-motivating when working individually
• Ability to take initiative, solve problems, and identify opportunities
• Valid driver's license and an acceptable motor vehicle record
• Must have a flexible schedule and be able to work weekends, evenings, and some holidays.

Physical Requirements:

Must be able to perform with or without reasonable accommodation:

• Stand and sit for extended periods of time
• Perform tasks in all weather conditions; temperatures may range from 20-80 F
• Effective vision and hearing
• Hand and arm dexterity
• Ability to type on a keyboard
• Kneel, bend, stoop, grab and reach
• Regular lifting and carrying of up to 30 pounds, occasionally 45 pounds on a repetitive basis daily
• Occasionally walking on outdoor visitor attractions

Some of the reasons Holden Forests & Gardens (HF&G) is a great place to work!
We offer Medical, Dental and Vision Benefits | Paid Time Off | 8 Paid Holidays a year | 403(b) | Employee sponsored life insurance, long term disability and short-term disability | Work in a beautiful environment within Greater Cleveland | Discounts in our stores & cafes | Free parking at both campuses anytime we are open | Free admission to many Northeast Ohio Museums | Free Employee Assistance Program | And Much More!

Apply:
Qualified applicants should submit their resume, cover letter highlighting key relevant experiences, and a list of 3 professional references. Application material will begin being reviewed on September 26, 2025, and continue until the position is filled.

Holden Forests & Gardens is an equal opportunity employer and values an authentic sense of belonging at all levels of the organization, including staff, volunteers, Board of Directors, and visitors. HF&G believes that working toward an equitable culture that values all perspectives enriches the work environment, helping achieve our goal to build a greener and healthier Northeast Ohio. We are working to create and sustain a supportive environment and sense of belonging for people of all backgrounds. HF&G promotes an equitable approach in its hiring, retention, and promotion; in Board recruitment efforts; and in community partnerships and programming.

apply here