What are the responsibilities and job description for the Visitor Services Supervisor position at Shelby Farms Park Conservancy?
The Visitor Services Supervisor leads the Park’s highly visible First Horizon Foundation Visitor Center services and guest offerings, including the Gift Shop at Lake’s Edge and Pine Lake, Information Desk, Rental Support, and Community Engagement opportunities, including volunteer opportunities and mission-centric programs. This position supervises the greeting, welcoming, and assisting of visitors and renters and manages the administration of Shelby Farms Park Visitor Services initiatives, including the First Tennessee Foundation Visitor Center Information Desk and Retail locations, while coordinating, implementing, and evaluating all aspects of community engagement and visitor service as defined by SFPC. The Supervisor will oversee the training and development of Sales Leads & Associates, Front Desk Ambassadors, Volunteers, and any programmatic leads. The Visitor Services Supervisor will report to the Associate Director of Sales Events, working closely with other Coordinators and Supervisors in the Sales Events Department to meet overall goals of guest experience, revenue, engagement, and fundraising for Shelby Farms Park.
- Along with S E Director, analyze business processes and identify program opportunities to generate additional revenue and engagement through the creation of business plans with actionable objectives
- Continuous research on industry standards for best practices on pricing, operations, and procedures
- Set and meet goals for SFPC to reach net profit objectives; assist with creating and managing team budget
- Oversees the Sales Lead and Sales Associates in daily operations of the gift shop - including cash management & opening and closing procedures.
- Lead the Park standard and reputation of above and beyond customer service.
- Oversee staff and volunteer training, scheduling, and day to day tasks.
- Train volunteers and VC personnel to engage visitors in ways that could generate additional commitments to the park, whether through volunteering, donating or purchasing park amenities.
- Researches, Creates, and Markets merchandise retail strategies.
- Protects other employees and customers by providing a safe and clean environment.
- Control the cash handling functions of individual payments and opening/closing procedures, including POS system, registers, and daily reporting.
- Manage vendor relationships and research new product ideas.
- Manage merchandise sales for fundraising events throughout the year, including Starry Night holiday light show.
- A degree in Business Management, Marketing, or Hospitality preferred
- Minimum of 5 years of retail, programming, and/or park experience
- Minimum of 2 years of people management experience
- Ability to consistently work nights, weekends, and holidays to best accommodate peak Park guest hours and provide support for our holiday fundraiser, Starry Nights.
- Experience working with point of sale and cash register
- Knowledge of retail management best practices and willingness to research and learn new skills.
- Enthusiastic, dependable, self-motivated and self-aware
- Strong problem-solver who enjoys improving systems and collaborating with others
- Excellent communication skills and desire to provide a friendly and enjoyable customer experience
- Effective listener, able to understand and clarify concerns raised by team members and guests
- Demonstrates values of teamwork, accountability, authenticity, and learning
- Organizes, plans, and schedules in an efficient, productive manner
