Visitor Services Representative - Alcatraz Cellhouse Tour
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 Visitor Programs and Services Department provides fee-based interpretive programs and other services to visitors in the Golden Gate National Recreation Area. This work is achieved through the Alcatraz Cell House Audio Tour, The Alcatraz Extended Hours Program, and the Alcatraz Behind the Scenes Tour.
Position Overview:
Located on historic Alcatraz Island, the Alcatraz Cell House Tour is an award-winning recorded tour that guides over a million visitors a year through the Alcatraz Cell House. The Visitor Service Representatives are responsible for distribution and collection of audio tour equipment and assuring a high-quality experience for the visitors. Work shifts include weekends, evenings, and holidays. This position will require working on weekends, holidays, and evening work shifts and may work a varied schedule, depending on department needs. Working at least one weekend day is a requirement of all full-time staff. (32-40 hours per week)
Reports To: Manager, Cellhouse Tour
Essential Functions and Responsibilities:
Assure a safe, pleasant, and informative visit to Alcatraz for all visitors.
Visitor Services
- Greeting and orienting visitors to the Alcatraz Cell House
- Distribute and assist visitors with tour equipment.
- Provide information about Alcatraz programs, history, and special events.
- Assist visitors with mobility needs by directing them to the location of the elevator.
- Assist visitors with lost belongings and separated parties.
Operations
- Check audio equipment for operability before distribution.
- Ensure all tour equipment is charging properly at the end of the day to be prepared for the next morning.
- Collect audio equipment and sanitize properly.
- Monitor and direct visitor flow.
- Troubleshoot and resolve tour equipment issues that visitors may encounter.
Supervision and Collaboration
- Follow supervisorial directions promptly and pleasantly.
- Arrive at work promptly, in uniform and ready to work.
- Adheres to attendance guidelines.
- Maintains a pleasant work demeanor with colleagues, supervisors, and park partners.
- Complete all required Conservancy training within required deadlines.
- Other duties as assigned.
Safe work Environment
- Understand and comply with Conservancy and National Park Service health and safety regulations and protocols at work.
- Inform Manager/Supervisor a minimum of 2 hours before start of shift if you’re not feeling well enough to report to work.
- Face coverings currently are strongly recommended, but not mandatory.
- Wash or sanitize hands frequently.
- Complete cleaning and disinfecting duties assigned by Managers and Supervisors throughout the day.
Knowledge, Skills, and Abilities:
- Previous experience in customer service
- Multi-lingual communication skills a plus
- Ability to work nights, weekends, and holidays.
- Working at least one weekend day is a requirement of all full-time staff. (32-40 hours per week)
- Consistently punctual, completes tasks on time.
- Takes responsibility for own actions and can be relied upon
- Pitches in and contributes to achieving group goals.
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 Environment:
- Work is performed in an indoor and outdoor setting on Alcatraz Island.
- Work conditions are rustic, and work is performed in historic buildings.
- From February through September Alcatraz Island is a breeding ground for thousands of sea birds.
- During a regular 8-hour shift, the employee can expect to be on their feet, walking or standing, 6+ hours (75%)
- Frequently lifts, carries, and positions objects weighing up to 15 pounds.
- Frequently pushes carts on caster wheels.
- Work site is located at the top of Alcatraz Island, which requires a ¼ mile walk, with up to a 13% grade.
Pay Rate: $20/hour (Grade 7). Benefits include medical, dental, and vision plans (free for employee & family), up to 3 weeks paid vacation plus holidays, personal, and sick days, retirement plan, Employee Assistance Program, employer-match 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.
