Visitor Services Specialist

Visitor Services Specialist

The Visitor Services Specialist is responsible for assisting with planning, developing, coordinating, and executing an operational management plan for the Meadowlark Botanical Gardens Visitor Center. Work is performed under the general direction of the Botanical Gardens Manager with latitude for independent judgment and action. The Visitor Services Specialist assumes charge of Garden operations in the absence of the Botanical Gardens Manager and/or Program Manager. Annual performance goals will be set for the Visitor Services Specialist. Hiring Salary Range: $55,995.93 - $61,441.88

Essential Functions (with illustrative examples of work)

• Assist with management of personnel:
• Hire, train, supervise, and evaluate visitor center clerks, visitor center supervisors, food truck staff, and light show staff.
• Implement customer service training program.
• Determine workload, assign priorities, schedule employees, and allocate resources.
• Promote high levels of work performance and employee morale.
• Manages the garden volunteer program.
• Assist with management of facility operations:
• Monitor operation to ensure customer satisfaction.
• Inspect park facilities for adherence to NOVA Parks' standards.
• Operate facilities and fill in at all positions as needed.
• Apply and interpret safety standards and ensure compliance.
• Ensure security of garden facilities and assets.
• Assess operations and procedures and make suggestions to Botanical Gardens Manager.
• Assume management responsibility of Visitor Center; assist with light show, food truck, programs, and events.
• Identify maintenance problems and hazards, initiate corrective action, or refer to Botanical Gardens Manager.
• Manage garden tour and group visit schedule.
• Coordinate photography reservation schedule.
• Coordinate with The Atrium for gazebo, Bell Garden, and Lilac Pavilion rentals.
• Serve as Manager on Duty.
• Ensure cleanliness of Visitor Center and restrooms.
• Maintain Standard Operating Procedures (SOPs).
• Assist with planning, development, and execution of Visitor Center Operation:
• Ensure accurate handling of money at all collection points
• Collect and deposit money on a daily basis according to established procedures.
• Work with attendants, bank personnel, and finance to reconcile errors.
• Prepare and maintain records of money handling transactions.
• Maintain sufficient cash bank.
• Manage point of sale system, including training and maintenance.
• Create and implement sales program for retail, memberships, and Winter Walk of Lights.
• Order resale merchandise, verify deliveries, and ensure proper pricing of all resale items.
• Establish inventory controls and conduct monthly inventories.
• Maintain records and databases of memberships, camp and program participants, and rentals.
• Prepare and maintain various business, personnel, and administrative reports and records for retail, programs, camps, rentals, and events.
• Order office supplies.
• Assist with development and management of budget:
• Recommend operations, maintenance, and development items for budget.
• Interpret and apply NOVA Parks policies and procedures to meet personnel, budget, property management, and general service needs of the park.
• Assist with establishment and maintenance of positive public relations program:
• Create and distribute weekly camp communication newsletter.
• Serve as social media coordinator for the Garden and Winter Walk of Lights.
• Serve as first point of contact for all inquiries and directs to appropriate department.
• Foster a positive public image for the park and NOVA Parks.
• Provide information to the public and special interest groups through presentations and other means through accurate, courteous, and diplomatic communications.
• Maintain effective relationships with groups such as vendors, local law enforcement, and special user groups.
• Encourage visitor comments; investigate and respond to complaints.
• Develop and implement survey opportunities.

Required Qualifications (minimum)

Education: Graduation from an accredited four-year college or university with a bachelor's degree in park management or closely related field is preferred or an exceptional combination of education, experience, and training that is equivalent to a four-year degree.

Physical: Non-manual and manual work with strength and dexterity necessary to perform all required tasks, including lifting, stooping, bending, and working in tiring and uncomfortable positions in office and outdoor settings; will perform heavy manual labor in all weather conditions, lift items at or greater than 80 pounds, climb ladders, use tools, and operate equipment.

Experience: One year of responsible experience in parks, retail, or food and beverage work, or any equivalent combination of education, training, or experience which provides:

• Knowledge of principles, methods, and practices involved in park management.
• Cash handling experience.
• Knowledge and experience in personnel management.
• Ability to identify and isolate problems and to initiate appropriate actions.
• Ability to deal effectively with the public and special interest groups and to provide a strong, positive public relations program with ability to interpret and explain NOVA Parks' policies, rules, and procedures to employees and to the public.
• Ability to communicate clearly and effectively with ability to prepare and present accurate reports.
• Ability to acquire a working knowledge of NOVA Parks, its development, traditions, and policies.
• Working knowledge of the materials, equipment, and procedures involved with park maintenance.
• Knowledge of horticultural practices and public garden operations desirable.
• Interest in and ability to learn basic plant identification.
• Ability to maintain knowledge of current trends and developments in the park and recreation profession.
• Working knowledge of personal computers and various software applications.
• Possession of or ability to obtain and maintain driver's license with safe driving record.
• Availability for call in emergency situations.
• Availability to work shift work including nights and weekends and to work additional hours during peak operating times.
• Certification or ability to obtain certification in CPR and first aid and other licenses as required.
• Regular and predictable attendance is an essential function of the position.

Benefits: This position is a benefit eligible position. Benefits include medical and dental insurance, life insurance, long-term disability, retirement plan, and more. Testing: The Visitor Services Specialist position is classified as a safety sensitive position. Candidates for full-time, safety sensitive positions must submit to a pre-employment drug screening and achieve a negative result as a condition of employment.

It is the policy of the Northern Virginia Regional Park Authority to prohibit discrimination on the basis of race, sex, color, national origin, religion, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of its workforce. Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact View phone number on click.appcast.io and ask for Human Resources for assistance.