Job Details

Reservations Associate

Title

Reservations Associate

Classification

30 hours per week, Non-Exempt, Seasonal

Department

Visitor Services

Reports To

Reservations Manager

Pay

$24/hour - $29/hour

Schedule

Monday to Friday or similar schedule agreed upon with Manager. Occasional evenings and weekends. This role is a seasonal in‑office position and remains active February – November.

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 e‑mail about Lotusland policies, availability, and restrictions, while providing exceptional customer service. The 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 Associate is a motivated learner who can educate guests on our gardens and policies, membership levels and benefits, and event promotion. Positive, dependable, and a proud ambassador of the Ganna Walska Lotusland brand, the Associate will enjoy working in an office within the beautiful garden setting of Lotusland.

Key Responsibilities

• Maintain, audit, and file daily reservation records including credit card charges. Actively audit reservation data for errors and omissions.
• Serve as the primary point‑of‑contact for reservation inquiries, including all telephone and e‑mail correspondence directed toward the Reservations office, exceeding customer expectations by delivering exceptional service in a professional, knowledgeable, and timely manner.
• Maintain sensitivity and confidentiality regarding member, donor, and guest information.
• Communicate directly with Visitor Services, Membership, and Development teams to ensure an efficient flow of information.
• Actively seek and suggest improvements for the Reservation and Membership processes.
• Organize and maintain call sheet inventory and other Reservations and Membership supplies.
• Provide technical phone support for members and non‑members making reservations and purchasing memberships online. Share member admission pricing and benefits to encourage new and renewed memberships.
• Work with the Membership Coordinator to keep accurate membership records, provide support via phone and e‑mail for membership questions, and activate & track membership benefits.
• Provide high‑touch concierge service to Lotusland's Patron Circle members, who receive priority service as upper‑level members.
• Work 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.
• Perform 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.
• Attend training sessions and team meetings as required and contribute as an active participant.
• Support Membership and Development events as needed.

Knowledge and Abilities

• 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. 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.
• 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.
• 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.

Qualifications and Experience

• High School diploma or GED.
• Minimum of two years customer service experience.
• Three to five years of administrative experience. Applicants with database experience will be given priority.

Work Environment

• 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.

Benefits

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

Additional Information

• Employment background/criminal check is required.

Lotusland Core Values

• Accountability: We take ownership of the commitments we make, holding ourselves accountable for our actions and decisions, both to ourselves and those we lead.
• Teamwork and Collaboration: Our roles are interdependent, requiring intentional collaboration within teams to consistently achieve our mission.
• Communication: Effective communication is crucial for building trust among our staff, board, and the larger community. We strive to share information clearly, consistently, and in a timely manner to foster understanding and commitment across our organization.
• Trust: We aim to cultivate mutual respect and open communication throughout the organization. Employees are encouraged to openly share their perspectives and feel secure in taking risks to enhance our effectiveness.
• Integrity: Aligned with our guiding principles of honesty, fairness, and decency, we promote a strong ethic of integrity among individuals and leaders.

Equal Employment Opportunity

Lotusland is an equal opportunity employer. We acknowledge that equal employment opportunity for all persons is a fundamental human value. Each employee will be considered based on individual ability and merit, without regard to race, color, age, religion, national origin, disability, sexual orientation, sex, or marital status.