Job Details
Qualifications
- Cash handling
- Customer service
- High school diploma or GED
- Social media management
- Word processing
- Writing skills
Benefits
- Commuter assistance
- Employee assistance program
- Paid time off
Job Description
TOWN OF NEDERLAND
- Position/Job Title: Visitor Center Manager
- Department: Visitor Center
- Starting Pay: $18.00 / hour (approx. 30 hours per week)
- FLSA: Part-Time, Hourly, Non-Exempt
Nature of Work
The Visitor Center Manager oversees and manages the daily activities of the Visitor Center customer service staff and volunteers to ensure efficient operations, service delivery, sales, and expense control for the Visitor Center. This position is responsible for greeting, welcoming, and assisting visitors; providing information of interest to visitors; and performing various clerical duties and other related duties as assigned.
Supervision Received/Exercised
The Visitor Center Manager works under the supervision of the Public Engagement Manager. This position oversees the Visitor Center Customer Service Representatives and any Visitor Center volunteers.
Essential Duties
- Provides excellent external customer service by greeting the public both in person, on the phone, email, and social media; responds to public inquiries and disseminates information to the public.
- Creates and maintains a supply of informational handouts, including trail maps, local business information, and event information.
- Engages in social media/public outreach to generate interest and share information related to the Visitor Center; responsible for maintaining and updating social media accounts with hours, events, and items of interest.
- Supervises the dissemination of information designed to influence the buying decision of potential visitors; ensures that all inquiries from mail, walk-in, and telephone receive prompt and courteous responses.
- Oversees the recruiting, training, and supervising of all visitor center staff and volunteers.
- Develops, follows, and updates visitor center procedure manual for efficient administrative operations.
- Ensures that the Visitor Center is well maintained, appealing, and stocked with brochures and other informational materials; gathers event information for the Visitor Center.
- Determines the selection of merchandise to stock, sets the price, and restocks low inventory.
- Assists the Visitor Center staff with the sale of merchandise.
- Makes weekly bank deposits and ensures proper handling of money and accurate reporting.
- Tracks all visitor information producing monthly reports from the daily visitor/guest logs and people counters showing the total number of visitors to the Visitor Center.
- Develops and manages professional relationships with vendors, ensuring invoices are accurate and paid timely.
- Develops specialized visitor information and itineraries as needed.
Knowledge, Skills and Abilities
- Knowledge of the attractions and services available in the Nederland area to visitors; acts as a liaison between these entities and the visitor while maintaining a personal commitment to excellence, professionalism, and creativity.
- Knowledge of business and management principles involving resource allocation, assistance with financial/budget planning, tracking of sales trends and expenses, and coordination of people and resources.
- Knowledge of retail operations with basic money handling, payment/point of sale software systems, and math skills for sales operations.
- Knowledge of computer software applications to include Microsoft Office and other networked computer functions, including internet, email, and social media sites.
- Knowledge of and experience in the use of spreadsheets, databases, and word processing to track internal information.
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of administrative and office procedures and systems such as word processing, managing files and records, designing forms and presentations, and workplace terminology.
- Knowledge of CPR techniques demonstrated by maintaining current certification. Knowledge of first aid techniques.
- Skilled in record keeping, as well as professional, contemporary office and retail practices, and equipment.
- Skilled in suggestive sales techniques and marketing Town merchandise and attractions to visitors.
- Skilled in handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Skilled in producing quality and detailed work despite frequent interruptions.
- Ability to be service-oriented and able to resolve public questions or concerns in a timely manner.
- Ability to maintain confidentiality and handle matters of a sensitive nature.
- Ability to work safely as well as recognize and manage risk.
- Ability to be reliable and consistently follow verbal and written instructions.
- Ability to communicate clearly both verbally and in writing.
- Ability to think creatively and a can-do attitude are essential.
- Ability to work with all levels of internal employees, management, external patrons, and visitors.
- Ability to demonstrate superior organizational skills, accuracy, and problem-solving skills.
- Ability to work without supervision within established organizational values, policies, and procedures.
- Ability to work a flexible schedule is required.
Education, Experience, and Formal Training
Required Minimum Qualifications:
- Graduation from high school or equivalent.
- Two (2) years’ experience with customer service, retail or sales experience, and/or a dedicated customer service orientation.
- Possess a current CPR, First Aid certification or ability to obtain upon hire and maintain certification, and successful completion of Narcan training.
- Knowledge of Nederland and surrounding areas will also be considered.
Preferred Qualifications:
- Preference will be given to candidates with customer service experience, sales experience, and/or a dedicated customer service orientation and supervisory experience.
Work Environment
Generally sedentary at a desk, exerting up to 10 pounds to lift, carry, push, pull, or move objects. Tasks may require moderate lifting of 15 – 35 pounds under some circumstances. Other duties include filing, resulting in reaching, bending, and standing. Extensive typing and data entry requires use of fingers, wrists, and sitting for long periods of time in close proximity to a computer screen. Job requires reading, writing, keyboarding, hearing, verbal communication, and visually observing situations. Environmental factors include working closely with others, working with office machinery (computers, printers, scanners, multi-line phones and photocopiers) and exposure to noise. Job may require exposure to a variety of weather conditions and temperatures, slippery/uneven surfaces. Position requires working alone and as a member of a team.
Benefits & Pay
- This is a part time position, starting at $18/hour.
- Free pass to Nederland Community Center gym
- Free EcoPass (bus pass)
- Free access to Employee Assistance Program (EAP)
- Occasionally some holiday pay offered (depends on scheduling – not guaranteed)
- Receives 1 hour of PTO for every 30 hours worked
Job Type: Part-time
Pay: From $18.00 per hour
Benefits:
- Employee assistance program
Schedule:
- Weekends as needed
Work Location: In person