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Description

Classification: Full-time

Department: Museum and Education

Work Location: Primary: Museum of the Grand Prairie (Mahomet, IL) & Interpretive Center (temporarily at Penfield, IL starting 2028 at Homer, IL). Secondary: other Champaign County Forest Preserve facilities

FSLA: Hourly, non-exempt

IMRF: Eligible

Benefits: Eligible for group insurance plans (medical, dental, vision, etc.)

Paid Time Off: Sick leave, vacation leave, comp time, paid holidays, paid family leave

Schedule: 40 hours/week. Select days, Monday-Sunday; schedule varies

Pay: Grade 6; $21.78/hour - $26.66/hour

POSITION SUMMARY

The Visitor Services Office Supervisor is responsible for overseeing front-end operations at the Museum of the Grand Prairie and Nature Center and directly managing Visitor Services Associate staff. This includes maintaining a positive and welcoming visitor experience, managing operations of the Museum Store, and performing essential administrative and office support duties.

Supervisory Relationships

The Visitor Services Office Supervisor reports to the Public Programs Manager and directly manages all Visitor Services Associates.

JOB RESPONSIBILITIES

Essential Functions

• Work closely with the Public Programs Manager to ensure a high level of visitor satisfaction through oversight of the visitor experience at the Museum of the Grand Prairie and Nature Center. This may include developing and implementing policies & procedures associated with customer service, visitor safety, and the dissemination of Forest Preserve information to create a welcoming environment for all patrons.
• Develop and coordinate Visitor Services Associate schedules to effectively staff the Museum of the Grand Prairie, Nature Center and other Forest Preserve sites during public hours and programs.
• Greet and assist visitors to the Museum and Nature Center and acquaint them with the facilities and the offerings of the Champaign County Forest Preserves. Collect and record visitation numbers and information. Answer telephone, route messages and requests to appropriate staff.
• Address and resolve visitor needs, concerns, and complaints, assuring they are settled in a positive, timely and appropriate manner.
• Oversee the operations of the Museum Store including the purchasing, inventorying, point of sale communications and merchandising products sold in the Museum Store.
• Prepare and deliver deposits to the bank. Work with the Finance Department on accurate record keeping; including purchase card procedures and reporting.
• Develop, maintain, and monitor the budget for the Museum Store.
• Develop and implement formal and informal tools for gathering visitor data and feedback.
• Train Visitor Services Associates and oversee daily operations to ensure a positive guest experience. This includes ensuring Visitor Services Associates make customer service, visitor safety, care of the facility and its exhibits, and building security top priorities.
• Organize and lead Visitor Services Associate staff meetings, including setting agendas, sharing operational updates, and fostering team collaboration.
• Manage performance and professional development of Visitor Services Associates (annual performance reviews, ongoing feedback, monitoring productivity, goal setting, etc.).
• Enforce Forest Preserve rules of conduct and inform appropriate authority if patrons or employees are in danger. Respond promptly and accurately to safety issues, accidents, or concerns of the public.
• Assist the department with the completion of various administrative tasks such as scheduling meetings, managing facility calendars, reserving facilities, taking program payments and other responsibilities as assigned.
• Maintain vendor files and submit purchase orders and invoices in such a manner that payments can be made promptly and accurately.
• Perform all job tasks in compliance with the Forest Preserve’s Safety Manual and the department training manuals.

Secondary Duties

• Collaborate with the Public Programs Manager and Marketing Department to provide adequate maintenance of the museum’s website and other public materials.
• Share light housekeeping duties such as dusting, running vacuum, cleaning restrooms, cleaning display cases, window glass, etc.
• Act as sales associate for Museum gift shop, including overseeing preparation of or preparing a daily record of sales and monthly reports.
• Develop and maintain inventory records for all museum store merchandise, consignment work, and oversee end-of-the-year inventory.
• Regularly participate in professional development, including attending and/or leading workshops, seminars, conferences, and other educational programs.
• Perform other duties as assigned.

QUALIFICATIONS

Minimum Education and Experience

• Bachelor’s degree or commensurate work experience required, preferably in history, museum studies, hospitality, business, or related field.
• At least 2 years of relevant work experience in a retail, customer service, or hospitality environment is required. Retail management and supervisory experience preferred.
• Previous experience in a museum or similar institution is preferred.
• Experience providing office or administrative support is desirable.

Skills and Abilities

• Ability to effectively hire, train, and evaluate staff.
• Ability to establish and maintain positive and effective working relationships.
• Ability to maintain self-control and composure in difficult situations.
• Capacity to use effective time management skills and be able to work under multiple deadlines, requests from other departments, and interruptions with accuracy.
• Excellent written and oral communication skills; ability to communicate clearly and concisely, especially in a team environment.
• Capacity to be self-motivated and achieve goals with minimal supervision or direction.
• Capacity to perform basic computer skills, including demonstrated proficiencies in word processing and basic spreadsheet and database applications.
• Actively involves others in planning and problem solving.
• Successfully communicate the Forest Preserves’ mission and vision to all guests and successfully interact with audiences of all backgrounds and abilities.
• Creative problem-solving skills; flexibility, excellent judgment, and a professional attitude.
• Microsoft Office experience required.
• Knowledge of, or ability to learn, point of sale systems.
• Basic math and money handling skills.
• Excellent attention to detail.
• Ability to exercise sound judgment and to have a good awareness of safety, particularly in challenging or stressful situations.
• CPR/AED and First Aid certification, or the ability to become certified within 12months of employment.
• Valid driver’s license is required.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is performed indoors at a shared desk in a public museum setting with numerous interruptions. The employee will have frequent interaction with the general public. While performing this job, the employee will regularly utilize standard office equipment, including a computer and telephone. The employee may be exposed to chemicals (e.g. cleaning supplies).

This position is primarily sedentary and will involve prolonged sitting. Duties may also occasionally include walking, standing, climbing, stooping, twisting, balancing, kneeling, crouching, and crawling. The employee may regularly handle, grasp, or feel objects; reach, push, or pull to reposition items; and will occasionally lift up to 25 pounds to shoulder height or above and up to 50 pounds to carrying height.

Ability to talk and hear or otherwise effectively communicate is required. Visual acuity necessary for this position includes close vision, peripheral vision, distance vision, and depth perception.

Use of personal protective equipment will be required based on job specific tasks. This may include, but is not limited to, the following items:

• Closed toed shoes
• Protective gloves
• Safety goggles or glasses
• Earplugs or ear covers
• Reflective vest or hi-vis shirt
• Respirators or masks

The work environment characteristics and physical demands described above are representative of those an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made, in accordance with the Americans with Disabilities Act, to enable individuals with disabilities to perform the essential functions.

Please Note: Studies have shown that people from various racial and ethnic backgrounds, women and other excluded or historically excluded people are less likely to apply for jobs unless they believe that they meet every one of the qualifications as stated in the job description. The Champaign County Forest Preserve District is interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for the role.

This job description is intended to describe the general content of and requirement for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Changes, including additional duties, may be assigned at any time.