Guest & Membership Associate

DESCRIPTION SUMMARY

The Guest and Membership Associate is a dynamic, customer-focused role that serves as a primary point of

contact for guests and members across multiple channels, including phone, email, and mail. This position

supports ticketing, tours, events, and all aspects of the membership program—fromenrollment and renewals to

data maintenance and marketing support. The Associate plays a vital role in guest satisfaction, membership

growth, and cross-departmental collaboration with Guest Services, Marketing, Development, and Finance. This

role ensures operational efficiency while delivering an outstanding guest experience aligned with The Living

Desert’s mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•  Serve as a key contact for ticketing, special events, school and private tours, memberships, and

other guest inquiries.

•  Process membership enrollments and renewals via phone and mail; maintain accurate records in the

Galaxy POS system.

•  Support maintaining communication with current businesses in the Business Partner Program.

Including phone calls, emails, and issuing marketing collateral as needed.

•  Coordinate all phases of the membership program, serving over 16,000 members, including member

communication, data entry, fulfillment, and complaint resolution.

•  Support the Membership Manager with the annual membership acquisition plan.
•  Help develop and implement strategies to recruit new members by tracking data to identify growth

opportunities.

•  Support in the development and execution of current and new membership initiatives, programs,

and events.

•  Attend and/or host member events.
•  Assist with telemarketing and promotional campaigns to support membership, admissions,

educational programs and conservation.

•  Handle a wide range of guest questions related to directions, event details, donations, and program

participation.

•  Fulfill guest and member orders via mail or email, and support data and record updates as needed.
•  Support mass mailings, membership card production, inventory tracking, and guest pass packaging.
•  Maintain a courteous, professional demeanor and represent The Living Desert with the highest

standard of service and integrity.

•  Provide departmental support and coverage during peak times, lunch hours, PTO, and sick days as

needed.

•  Contribute to desert conservation through sustainability efforts and by encouraging guests and staff

to take conservation actions.

SPECIFIC SKILLS

•  Above average organizational skills and detail oriented
•  Ability to give and comprehend written and oral instructions, and to accurately carry out such

instructions

•  Ability to communicate clearly and concisely, both orally and in writing
•  Thoroughness/Attention to Details
•  Ability to relate positively with guests, other employees and management
•  Must be a motivated self-starter who needs minimal supervision
•  Ability to resolve and diffuse guest issues in a positive manner
•  Must have strong interpersonal and communication skills
•  Software literate in Microsoft Word, Access, Excel, Galaxy POS system
•  Ability to give and comprehend written and oral instructions, and to accurately carry out those

instructions.

•  Ability to communicate clearly and concisely both orally and in writing.

EDUCATION AND PRE-REQUISITES

MINIMUM EDUCATION: High School diploma or GED preferred. Computer literate. 2-4 years' experience in nonprofit organization with experience in membership communications. Galaxy System Administrator Certification

REQUIRED within first year of employment.

MINIMUM EXPERIENCE: High school diploma required. One year of practical experience in an office with busy

phones and walk-ins. Must have the ability interact with a wide variety of people and to multi-task. Must be

energetic, with good communication skills. Ability to speak Spanish a plus.

CONDITIONS OF WORK

Physical Effort: Sitting at desk for extended periods; standing, walking, bending, lifting, twisting, climbing,

crawling, reaching motions. Must be able to lift up to 50 lbs. Exposure to extreme temperatures. Possible work

outside.

Discomfort/Risks: Carpal Tunnel Syndrome

Holiday Work: Weekends, holidays, and evening work is required. Some evening work is required during special

events and fundraising parties.

EQUIPMENT USED

•  Credit Card Terminal
•  9 key adding machine/calculator
•  Computer, Point of Sale System
•  2-way radio
•  Microsoft Office
•  Office phone
•  Card Printer, Ticket/Wristband Printer
•  Copier/Scanner

This class specification should not be interpreted as all inclusive. It is intended to identify the major

responsibilities and requirements of this job. The incumbents may be requested to perform job-related

responsibilities and tasks other than those stated in this specification.