Visitor Services Supervisor
Reporting Relationship: Park Program Manager
Overview: The Visitor Services Supervisor oversees the Visitor Services team and customer experience, is the lead external liaison for external park events, and the oversees permitting in Memorial Park. The position contributes to designing programs that expand visitor use and understanding of the Park and Conservancy, has oversight over all vendor food truck, group fitness and external event permits, and manages the merchandise program.
Duties & Responsibilities:
- Cullen Running Trails Center Management
- Oversees Visitor Services Assistants and day-to-day operation of the public elements of the building.
- Responsible for hiring, training, and disciplinary actions of Visitor Services Assistants.
- Works with Operations staff on janitorial, safety and other visitor experience needs, and with HR on ongoing training efforts.
- Responsible for ensuring the safety of park user and staff in and around the facility and Park programs.
- Stocks and manages visitor center shop and concessions inventory.
- Manages and tracks revenue and visitor count, reconciling cash each week.
- Oversees budget for merchandise, facility rentals, and service items like lockers.
- Park Programming
- Assists in designing and implementing Park programs that engage our audience, invite new Park users, and encourage exploration of different pieces of the Park.
- Leads logistics for free and low-cost programs
- Plans for space activation in new and existing park locations, helping visitors to better utilize the Park while working to minimize crime.
- Builds relationships with organizations and individuals to lead programs, overseeing applications and contracts for paid and in-kind instructors.
- Works closely with the volunteer supervisor to develop engaging volunteer opportunities and to incorporate existing opportunities into the Parkwide calendar.
- Closely follows trends, market studies and peer organization to deepen knowledge of programming opportunities and ideas.
- Permitting and Vendors
- Handles all external special event permitting including working with event planners, ensuring safety and compliance of large special events, and gathering requisites, fees, and deposits for events of 300 or more attendees or with special circumstances.
- Works out contracts and timelines, with the support of the Mayor’s Office of Special Events or other MPC staff, for the Criterium Series, Bayou City Art Festival, Houston Corporate Run, Houston Open, and the Houston Livestock Show and Rodeo Trail Ride. Oversees communication internally and externally.
- Oversee and develop the food truck and group fitness programs, including recruiting, scheduling, liaising with vendors, ensuring appropriate permits and insurance are collected, and revenue is accurately reported.
- Manages the approval of facility and park reservations, including entering information into and maintaining reservation management software system. Oversees the permits approved by the Visitor Services and Permitting Assistant.
- Set and manage annual budget for permitting, vendors, programming, and Cullen Running Trails Center operation.
- Train front desk to handle permitting and vendor questions with Permitting Assistant.
- Updates permitting and programming guidelines as necessary.
- Assists in developing fee structure for rentals and other earned income opportunities.
- Ensure safety and adherence to Park rules and regulations.
- Support social media, outreach, and events as needed.
- Bachelor’s degree
- Two years+ experience in parks, nature-based organizations, or tourist-based organizations preferred
- Minimum one-year of management experience
- Experience with permitting or customer service management software preferred (Activenet, Salesforce, RecTrac, etc.)
- Highly organized, maintains accurate records, and can efficiently multi-task daily deadlines.
- Ability to handle stressful situations involving noncompliant park users, demonstrating diplomacy and tact under pressure.
- Self-motivated, energetic learner with good sense of humor.
- Strong interpersonal skills and ability to work with diverse groups and personalities.
- Strong verbal and written communication skills, confident working with the public on a daily basis.
- Proficient with Microsoft Word, Outlook, Excel, PowerPoint. Experience with database management and event planning preferred.
- Demonstrated ability to work well on a team, supporting others as needed.
- “All hands on deck” approach, ability to occasionally work evenings or weekends.
To Apply: Please send resume to email@example.com