The Opportunity.

Stevens-Coolidge House and Gardens, a scenic public garden located in North Andover, is currently hiring a Seasonal Visitor Services Supervisor (VSS) to support its multifunctional visitor services team. The VSS is an exciting and diverse role that is responsible for the coordination of daily visitor service operations at the property. The VSS ensures all areas of operation contribute to an exceptional visitor experience including greeting, admissions and membership, providing information, gift shop management, coordinating services and vendors, and promoting a safe environment. This seasonal and part-time position serves as a role model for professional conduct and visitor interactions/relations for our visitor services associates.

In This Role You Will:

Gateway Center

• Provide visitors with a warm welcome

• Provide directions and basic layout of the property to guests

• Uphold high standards of customer service, including greeting every customer, educating them about Stevens-Coolidge and The Trustees, and helping them in a friendly manner.

• Manage the POS system. Responsible for cash handling; reconciling the cash drawer at end of day; conducting credit card transactions; and handling returns and refunds.

• Receive deliveries and assist with inventory controls, including managing expiration dates; restocking shelves; merchandising; pricing new items; updating inventory; taking product photographs to specification; writing product descriptions; and updating in-store signage.

• Follows the procedures and practices for preparing to open and close the property and all visitor service areas for the day which includes but is not limited to:

• Check schedule for tours and programs and make sure all visitor services staff are aware.

• Ensure till and cash amount is accurate and ready for any transactions in the gift shop.

• Prepare each visitor service area by making sure the area is tidy and safe.

• Ensure that all stations/areas are up and running.

• Ensure gift shop is fully stocked, clean and ready for visitors.

• Make sure restroom facility is open, fully stocked and clean.

• Respond to any questions by visitors or visitor service staff throughout the day.

• Train new staff and provide on-going training to visitor service staff.

• Directly handle any escalated visitor complaints and/or negative visitor behavior, notifying department head of all incidents. Requests assistance for resolving escalated issues as needed.

• Perform visitor service and gift shop responsibilities as needed.

• Coordinate lunch and break schedules for visitor service staff ensuring that each area has appropriate coverage

• Provides support for special programs or events, as required.

• Follows the procedures and practices for preparing to close and secure the property and all visitor service areas for the day which includes but is not limited to:

• Escort visitors from the property as necessary.

• Lock public entrances.

• Put up signage alerting visitors about programs that day.

• Reconcile and report on monies from each station.

• Perform a security walk through check list and review /verify all steps have completed for normal visitor service operations and special events.

Grab and Go

• Support manager with various food service operations including but not limited to:

• Maintaining a superior cleanliness standard

• Sale and restocking of Grab & Go merchandise

Events

• Support setup of event including but not limited to:

• Serving as Duty Manager

• Coordinating event staff and guest arrival times

• Assist with various tasks to ensure a smooth setup and operation of the event

Desired Experience

• Previous experience in a visitor service role preferably in both an indoor and outdoor setting

• Previous experience managing staff

• Previous retail experience, including cash handling

Skills/Qualifications

• Excellent communication and customer service skills

• Ability to respond to and resolve escalated visitor complaints and problems in a calm manner

• Excellent troubleshooting and multi-tasking ability

• Should have good time management skills as well as the ability to put tasks in priority order

• Must be able to switch gears when necessary and multitask, handling several people and situations simultaneously with grace and ease

• Able to work weekends and evenings

Education and Experience

• High School Diploma Required, College degree preferred

• Candidate must be at least 18 years of age with a minimum of one year of work experience

• Bi-lingual applicants are encouraged to apply

Other:

The schedule for this position varies based on our normal opening hours and special events that are scheduled. As a result, hours vary considerably depending on the task at hand. Generally, this position starts one hour before the property opens and ends after the property closes or event ends. Please note that late evenings and weekend work may be required through this role.

Physical requirements include standing, walking, reaching and bending for more than 50% of the day. Must be able to lift up to 40 pounds.

The rate of pay is $20/hr. and the position reports to the Visitor Services and Enterprise Manager and Property Director.

The Visitor Services job is a seasonal part-time position, earning $20/hr. from ASAP to January 8, 2023.

To prevent the infection and spread of COVID-19, and as an integral part of its public health and safety measures, The Trustees of Reservations requires that all successful applicants show proof of full vaccination by an FDA-approved COVID-19 vaccine before beginning employment, unless an exemption from this policy has been granted. Applicants who believe they need an accommodation of this policy because of a disability, sincerely-held religious belief, or otherwise should inform Human Resources after an offer of employment is extended; please do not include any medical, genetic, or religious information on your application materials.

About The Trustees

The Trustees is one of Massachusetts’ largest non-profits and the nation’s first conservation and preservation organization. Today, the places we care about are going fast, and the forces undermining them, including climate change, are moving faster. Our passion is to protect and share with everyone the irreplaceable natural and cultural treasures under our care. We are funded and supported entirely by our visitors, supporters, volunteers, and more than 70,000 member households.

The Trustees’ commitment to Diversity, Belonging Inclusion and Equity is to create inclusive spaces of belonging for Trustees staff, members, volunteers, and communities across our organization and 120 plus properties. Read more here

In addition to being an Equal Opportunity Employer, The Trustees aims to create a thriving, inclusive workplace that values each member of its team. We aspire to reflect and effectively serve the residents and communities of Massachusetts who are at the core of our mission.

We kindly request that you do not call to inquire about the status of your application. Those candidates chosen for interviews will be contacted.