Team Lead II, Alcatraz (Full Time w/ Benefits)

Golden Gate National Parks Conservancy•San Francisco, CA

4d•Onsite

About The Position

The Parks Conservancy has served as the nonprofit partner of the National Park Service since 1981, collaborating to support the Golden Gate National Recreation Area (GGNRA). The GGNRA includes iconic places like Muir Woods, Fort Point, Alcatraz Island, and more. The Parks Conservancy engages at the intersection of national park sites, local communities, social justice, and climate resilience. The Interpretive Centers and Sales Department operates visitor centers, providing visitor information and services, educational and proprietary park merchandise, and exhibits. The department manages warehousing, distribution, online sales, and wholesale programs. This role specifically focuses on the Alcatraz retail store locations.

Requirements

High school diploma
Able to work effectively within a professional and cohesive team and organization.
Passionate and committed to providing and delivering outstanding service/support to all visitors and staff.
Enjoy working in a busy retail environment with high visitor engagement.
Clear and concise written and oral communications skills.
Excellent attendance (reliable, on time, and ready to start work at start of shift).
Able to build effective working relationships with a variety of people, inclusive of different backgrounds, identities, ethnicities, genders, sexualities, ages, and viewpoints.
Able to operate POS system and handle payment methods accurately and efficiently (cash, credit cards, etc.).

Nice To Haves

+3 years comparable Team Lead experience preferred.

Responsibilities

Assist managers in overseeing daily sales operations and inventory management for an annual sales budget between $6 – 9 million.
Hold key role in helping store and staff achieve daily, weekly, and monthly sales goals.
Assist Managers in all aspects of daily operations, cash handling and reconciliation, addressing visitor issues/concerns, running sales floor and supervising staff, inventory, merchandising, store cleanliness and maintenance, and zone/break scheduling.
Assist with writing and overseeing zone and break schedules for staff.
Assist Managers in supervising, coaching, and training staff in visitor service standards and product and park knowledge.
Keep informed about Golden Gate National Park sites, events, activities, and developments.
Maintain positive and respectful relationships with all partners including the Parks Conservancy colleagues, National Park Service, Alcatraz City Cruises, etc.
Check, review, and respond to (if applicable) personal Conservancy emails on scheduled shifts.
Cascade communications to staff as directed by Managers.
Role-model for welcoming, engaging, and always delivering the highest standard of service to all visitors.
Answer all visitor questions with courtesy, accuracy, and appropriateness.
Assess and effectively address each visitor’s unique and personalized needs.
Share product knowledge about publications and park products with staff and visitors.
Complete all retail and cash handling procedures and transactions quickly and accurately.
Open and close store, reconcile cash drawers, count safe, facilitate change orders for each register, make cash drops, and prepare and hand over deposits to Alcatraz Admin Office.
Assist managers with year-end inventory counts.
Assist with merchandising and stocking inventory, keeping displays well-stocked, clean and attractive.
Run reports on a daily, weekly, and/or monthly basis as instructed by management.
Inform and guide visitors, providing current knowledge about trails and other park information to ensure visitors have an informed and safe visit.
Provide interpretive information to visitors about the history, science, natural features, key historical figures, stories, activities, and events.
Provide information about the general visitation experience, natural, and cultural resources, history, stories, and park programs to other GGNRA park sites, plus overall visitor information about the San Francisco Bay Area.
Provide visitors with basic understanding of the Conservancy’s partnerships with the NPS, etc., as requested or needed.
Provide information to visitors about the scope of the Parks Conservancy’s work, programs, projects, volunteer opportunities, and other ways for engagement.
Provide public transportation information to assist visitors travelling to another park sites and various Bay Area destinations, via car, bus, bicycle, train, or on foot.
Promote and sell memberships, explaining benefits and value of joining the Parks Conservancy, and supporting our parks through the donations/round-up Program.
Act as role-model for staff and provide feedback to managers about Sales Associate performance.
Complete all required training to provide the best service for visitors including safety, de-escalation, and bystander intervention skills, park trails, cultural resources, and other information.
Participate in ongoing training on inventory, merchandising, and Parks Conservancy programs.
Assist visitors and staff during emergencies to ensure safety is always the top priority.
Communicate quickly and accurately to appropriate parties regarding visitor and employee safety, park resources, facilities, and assets.
Create and maintain productive, positive, and respectful relationships with park partners and colleagues including the National Park Service, Alcatraz City Cruises, and Parks Conservancy.
Communicate directly to Law Enforcement or EMTs when there are immediate emergencies or threats to visitors and co-workers.
Notify Managers as soon thereafter as possible.
Help Retail Manager and Assistant Managers to supervise and coach staff of sales associates.
Other duties as assigned.