Attractions Staff and Guest Engagement Manager

Hiring Range - $44,860.00 - $55,000.00

Closing Date - 5/28/2024 11:59 PM Eastern

Job DescrIption

Join our team at historic Pullen Park, North Carolina's first public park. The Pullen Park campus contains 67 acres of gorgeous park land, offering a variety of activities to keep guests of all ages engaged and entertained.   Our amusements area includes a carousel dating from 1911, an original Wurlitzer 125 band organ and a CP Huntington scaled train in addition to other attractions and amenities.
 
The Pullen Park Attractions Staff and Guest Engagement Manager is a professional, supervisory position that acts as the programming and operations manager facilitating all public/private program requests, events and rentals at Pullen Park in Downtown Raleigh. The position is responsible for hiring and supervising paid part-time staff as well as volunteer personnel. The position requires a high level of customer service when interacting with both external and internal customers, as well as a high level of competence in conflict resolution and mediation. The position will primarily support Pullen Park but will have some responsibility across all Historic Resources and Museums sites. This position will report directly to the Pullen Park Director

The Attractions Staff and Guest Engagement Manager will directly supervise the front desk and cashiers for Pullen Park, in addition to overseeing the work of the park operations and events staff.   Primary responsibilities will include back of house operations including but not limited to reservations, scheduling, financial oversight, organization of financial and staff records, supply orders, payroll, training records, process improvement, sales, merchandising, and other duties to be assigned.  Along with these responsibilities, the Customer Service and Reservations Manager will provide support to the Park Director with guest service response and the filing of reports.   This role will also act in a secretarial capacity for the City Council’s Historic Resources and Museums advisory board, including attending all board meetings.
 
Manager site and on-call coverage will be rotational for evenings, weekends and holidays.

Duties and Responsibilities

• Scheduling staff, completing Payroll, recruiting, onboarding and hiring new staff.
• Provides specialized administrative support including: preparing agendas and compiling meeting information materials; attending meetings and preparing minutes; reviewing and screening correspondence; coordinating schedules and calendars; developing office procedures and recommending process improvements; and/or monitoring budget-related expenses and account allocation.
• Prepares and updates correspondence, presentations, charts, graphs, spreadsheets, newsletters, meeting notices, website content, policy and/or other process documentation related to assigned area; gathers, prepares and organizes materials and information for documentation and reporting updates.
• Reviews approvals and processes various forms and documents which may include requisitions, vouchers, expense reimbursement requests, payments, work orders, contract documents, invoices, personnel-related reports/records, job postings, registrations, renewals, and/or travel and expenditure requests/authorizations; monitors schedules and deadlines for document processing; reconciles statements; routes documents; coordinates unscheduled forms/document processing.
• Provides customer support by responding to internal and external inquiries and information requests; performs basic research; routes specific requests to appropriate resource; takes and delivers messages.
• Updates and maintains database information and related reports; researches and retrieves information; reviews data for accuracy and makes corrections; and identifies data issues.
• Performs records retention duties in accordance with established policies and procedures; scans and maintains documents, files and records; assists with records and procedural audits.
• Provides logistics support in the coordination and/or setup of meetings, travel, events, equipment, supplies, and facility spaces; provides technical support related to equipment and audiovisual systems; monitors payment and schedule deadlines.
• Monitors and maintains supplies and materials of assigned area; monitors equipment maintenance needs; obtains vendor quotes; initiates requisitions for materials and/or service; performs order tracking.
• Plans, develops, coordinates, implements and/or oversees recreation programming or facility management work; performs research, assesses community needs and evaluates programs and activities; provides recommendations for program or process enhancements. 
• Oversees and provides daily operational activity support of assigned facilities, programs or events; plans, schedules and coordinates activities, transportation and/or related resources; monitors adherence with safety and risk management policies and procedures. 
• May serve as lead worker by assigning work and monitoring work completion, or may supervise staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline and termination procedures. 
• Responds to customer inquiries, concerns or complaints; reviews customer feedback; researches, troubleshoots and resolves issues; and provides specialized customer service. May serve as representative on committees and a liaison with program stakeholders. 
• Oversees and ensures the maintenance and safety of facilities, program, recreation and event sites, grounds, trails, materials, vehicles and/or equipment. 
• Performs administrative management support related to assigned area which may include: updating and maintaining scheduling information; assisting with program registrations; planning and implementing program curriculum or itineraries; monitoring expenditures, financial records and budgets; processing payments; monitoring vendor contracts; maintaining program or facility-related files and information. 
• Prepares presentations, outreach materials, newsletters, educational handouts, correspondence and other related program or facility documentation. 
• Monitors and evaluates equipment, supplies and material needs; initiates purchase requisitions for new or replacement items. 
• Develops, plans and implements special projects, events or tours. 
• Performs other duties of a similar nature and level as assigned.

Additional Site-Specific Responsibilities:

• Provide operational support and coverage for amusements/park facility in coordination with other management.
• Demonstrate safe and efficient practices, adhering to all NC Department of Labor and City of Raleigh policies when operating amusement equipment.
• Oversee facility opening and closing procedures.
• Maintain and update all employment and training records.
• Lead scheduling responsibilities for park operations.
• Provide supervision, coaching and oversight for front desk and cashier team members as well as operations staff.
• Establish, evaluate and implement process changes in coordination with park director.
• Assist with development, planning and execution of park events.
• Supports City Council’s Historic Resources and Museum Advisory Board through secretarial duties. 
• Service over 1000 rentals as well as over one million guests annually.   
• Oversees programs and operations including ensuring safety/risk management policies are followed
• Assigning work and monitoring work completion 
• Supervising support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline and termination procedures. 

Typical Qualifications

Education and Experience
Bachelor's degree in Parks and Recreation or directly related field and up to one year of related experience may be preferred.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing/Certifications

• Valid North Carolina Class C Driver's License, or ability to obtain within 60 days of hire, and a satisfactory driving record.
• CPR/First Aid certification. (Training Provided) 
• AED certification. (Training Provided)
• Notary Public designation or ability to obtain within 90 days of employment.

Preferred Qualifications

• 3 years or more of progressively responsible employment at facilities, parks, historic sites, or similar. 

Additional Information

Knowledge of:

• Principles and practices of program administration and management.
• Principles and applications of critical thinking and analysis.
• Principles and methods of qualitative and quantitative research.
• Best practices, trends and emerging technologies.
• Project management principles.
• Modern budget practices.
• Supervisory principles, practices and techniques (based on assignment).
• Techniques and methods for organizing, prioritizing, assigning and monitoring work (based on assignment).
• Practices and methods of coaching and leading the work of others (based on assignment).
• Applicable federal, state and local laws, codes, regulations (based on assignment).
• Customer service principles.
• Specialized equipment relevant to area of assignment.
• Modern office technology.

Skill In:

• Managing a project or program.
• Gathering data, analyzing findings and applying logic and reason.
• Coordinating deadlines, prioritizing work demands and assigning/monitoring work performed.
• Researching industry trends, solutions and best practices.
• Interpreting, monitoring and reporting financial information and statistics.
• Authoring and preparing original reports, documents and presentations.
• Monitoring project schedules, status and compliance.
• Supervising and evaluating staff performance (based on assignment).
• Training and coaching staff (based on assignment).
• Interpreting and applying applicable laws, codes, regulations and standards (based on assignment).
• Providing customer service.
• Utilizing a computer and relevant software applications.
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.

ADA and Other Requirements:
Positions in this class typically require: stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.

Medium Work:
Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Working Conditions:
Work is performed in both the field and in an indoor office environment with frequent exposure to hazardous physical conditions (such as mechanical parts, electrical currents, vibration, etc.); frequent exposure to atmospheric conditions (such as fumes, odors, dusts, gases, poor ventilation, etc.); moderate exposure to hazardous materials (such as chemicals, blood and other body fluids); frequent exposure to environmental conditions (such as disruptive people, imminent danger, or a threatening environment); frequent exposure to extreme temperatures, inadequate lighting and movement restrictions; and moderate exposure intense noise or travel.

Note:
This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.