Team Lead II, Alcatraz Retail
Organization Description:
Since 1981, the Golden Gate National Parks Conservancy (Parks Conservancy) has served as the nonprofit partner of the National Park Service, collaborating with the Presidio Trust, partners, donors, and the community to support the Golden Gate National Recreation Area (GGNRA). The GGNRA stretches across three Bay Area counties, north and south of the Golden Gate Bridge, and includes iconic places such as Muir Woods National Monument, Fort Point National Historic Site, Alcatraz Island, Crissy Field, Mori Point, Lands End, and the Presidio of San Francisco.
The Parks Conservancy engages at the intersection of national park sites, local communities, social justice, and climate resilience. Collaborating with partners, our staff are dedicated to enhancing public awareness and providing volunteer and educational opportunities in the parks. We are park builders, caretakers, ambassadors, and educators, all working to connect people to parks, in support of our vision Parks for All Forever. Join us.
Department Description:
The Interpretive Centers and Sales Department is responsible for developing and operating visitor centers throughout the Golden Gate National Parks, providing visitor information, orientation, and other direct services. Conservancy Interpretive Centers provide educational, functional, and proprietary park merchandise along with changing park exhibits. The department develops park books, maps, and interpretive and branded products, manages warehousing and distribution, operates the Muir Woods Fee Collection program, and develops and operates the Conservancy’s online sales and wholesale programs. Interpretive Centers include Alcatraz Park Stores, Muir Woods Visitor Center, Lands End Lookout, Warming Hut, Fort Point Park Store, Golden Gate Bridge Welcome Center, and Presidio Visitor Center.
Position Overview:
The Team Lead II is responsible for assisting the Manager II and Assistant Managers II in ensuring that outstanding visitor services and experiences are provided, sales and income goals are met, facilities are well maintained, records and paperwork are accurately maintained, and expenses are controlled. They also assist the Manager II and Assistant Managers II in overseeing all aspects of staffing, scheduling, employee supervision, retail operations, sales generation, inventory management, and store standards at the Alcatraz retail store locations. Additional responsibilities include but not limited to maintaining a positive and productive relationship with Conservancy staff, National Park Service/ Alcatraz City Cruises/ Partners, volunteers, and the community and a commitment to upholding the GGNPC Community Agreements in all settings. The Team Lead II is required to work a flexible schedule which includes a minimum of one weekend day when open 7-days a week, and holidays as needed. They are also required to wear a uniform (including name badge) for their scheduled shifts.
Reports To: Retail Manager II and Assistant Managers II
Essential Functions and Responsibilities:
• Assists the managers in overseeing daily sales operations and inventory management for annual sales budget between $6 – 9 million.
• 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.
Interpretive Sales
• 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.
Visitor Information and Orientation
• 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.
Training
- 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.
Safety and Security
• 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
Supervision: Help Retail Manager and Assistant Managers to supervise and coach staff of sales associates.
Knowledge, Skills, and Abilities:
• Role-model and highly professional
• 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.).
Education and/or Experience:
• High school diploma
• +3 years comparable Team Leady experience preferred.
Health and Safety:
It is the goal of the Parks Conservancy to create and maintain a safe and healthy workplace. We work to mitigate hazards and risks that may cause harm to employees, consistent with state and federal laws. Employees play an active role in creating a safe and healthy workplace and are expected to comply with all applicable health and safety rules.
Physical Requirements and Work Environments:
- Standing most of the day, but also sitting, squatting, kneeling, or walking, depending on a wide range of duties.
- Working on the sales floor, stockroom, and outdoors.
- Walking around the site, restroom, and outside environment in response to visitors’ concerns.
- Lifting, carrying, or positioning objects weighing up to 50 pounds.
- Wearing a uniform and adhering to professional appearance standards.
- Work requires staff to take the Ferry from Pier 33 to get to Alcatraz Island
- Work is performed on the three retail stores located on Alcatraz Island: The Dock Store, the Building 64 Store, and the Cell House Museum Store
- Regularly requires a walk up a hill that is equivalent to a 13-story climb.
- Work is primarily performed standing or walking for 6 to 8 hours per day.
Pay Rate/Benefits:
This is a benefitted position working an average of 40 hours per week. Overtime is paid for any hours exceeding 8 hours in one day. The pay is $28.00/hour (Pay Grade 11). Benefits include health, dental and vision insurance; paid vacation, holiday, personal, and sick days; retirement plan; Employee Assistance Program; employer-matched Commuter Program; employee discounts, and more.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
The Golden Gate National Parks Conservancy is an Equal Opportunity Employer. Recruitment, placement, and promotions are conducted without regard to an individual's race, color, religion, sex, national origin, age, physical handicap, veteran status or sexual orientation, or any other classification protected by Federal, State, and local laws & ordinances. We will consider qualified candidates with criminal history in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All qualified applicants are encouraged to apply.
