The Presidio Trust is seeking a Park Guide Supervisor to join the Visitor Engagement Department to help operate new visitor facilities at the Presidio Tunnel Tops (www.presidiotunneltops.gov). The Tunnel Tops will serve as the primary gateway for visitors to the Presidio and larger Golden Gate National Recreation Area. It is anticipated to attract over 2 million people every year and substantial focus has been given to ensure an exceptional, welcoming, and inclusive visitor experience. The Park Guide Supervisor will lead a team that is on the front-line of creating and maintaining the visitor experience.
The Presidio of San Francisco, formerly a 1,491-acre Army post, is now a new kind of national park with a richly layered history; natural landscapes with wildlife and native plants; historic former military homes and buildings animated by 3,000 residents and 200 organizations; and some of the most iconic views of the San Francisco Bay. The park offers a welcoming mix of visitor experiences, including, environmental art, a network of trails, unique recreation opportunities and self-guided adventures. The Visitor Engagement Department provides welcoming and meaningful opportunities for all to enjoy their national park.
Our ideal candidate has a passion for parks and interacting with the public as well as possessing strong people and supervisory skills. Enjoys leading teams and resolving problems to ensure best outcomes. Is an excellent communicator and skilled at de-escalation and service recovery techniques. The successful candidate will have a proven track record in customer service, cultural competencies, inclusivity, adaptability/flexibility, and clear communication. Enjoys connecting others to the outdoors, especially those who are new to national park experiences. Able to work a flexible schedule including regular weekends, occasional holidays and evenings for special programs and events. If you are seeking interesting work in a beautiful new park site, with a competent team of people who work hard and well together, then we could be a great fit!
This is a full-time role with benefits. Work is expected to begin in May 2022 .
- Supervisory: Develop daily work schedules for Park Guides to ensure adequate staffing coverage. Plan, prioritize, assign, train, mentor, coach and review the work of Park Guides. Act in a leadership role for the team. Recruit, interview, and assist in the selection new employees. Authorize time off, address and resolve complaints. Identify training needs and provide constructive feedback on how to perform tasks that meet professional standards. Establish, maintain, and foster positive and effective working relationships. Conduct performance evaluations and implement discipline procedures as directed. Create a positive work environment.
- Daily Site Leader: Serve in this rotating function 1 to 2 days per week. This role is a single point-of-contact for unresolved visitor or operational issues as they arise; actively monitors and roves the Tunnel Tops site to ensure smooth operations and public safety; requests response from other Trust departments or authorities; handles elevated customer service issues; and addresses other concerns as needed.
- Policies & Protocols: Enforce building and Tunnel Tops site policies and support safety protocols including space capacities. Interpret and apply all relevant rules, regulations, policies, and procedures.
- Facilities Management: Coordinate the operation of Tunnel Tops facilities. Help maintain the upkeep of these facilities. Provide direct support for Tunnel Tops spaces including opening and closing the Field Station, Outpost, and other Tunnel Tops locations. Coordinate maintenance and repairs.
- Customer Service: Model an exceptional customer service-oriented approach when interacting with the public that is consistent, professional, friendly, helpful, and informative.
- Collaborate: Work with, support, and mentor young people employed through the Golden Gate National Parks Conservancy (the Trust's non-profit partner) Adventure Guide program. The Adventure Guides will be play-leaders in the Outpost and Field Station, focused on engaging youth in the place-based experiences offered at these locations. They will work closely with and alongside the Park Guide Team. The Supervisor will work regularly and directly with the Adventure Guide Manager on issues related to scheduling and the visitor experience.
- Volunteers: Provide guidance and support for Tunnel Tops volunteers.
- Respond to public safety concerns that arise.
- Other duties as assigned.
- High School diploma.
- Minimum of five (5) years related experience, one (1) of which should be in a supervisory capacity, preferably in a park or cultural institution, community-based organization, or other public facing organization. Knowledge of public recreation facility management and operations.
- Exceptional customer service skills. Experience working with communities historically underrepresented in national parks including BIPOC (Black, Indigenous, People of Color), low-income and working-class, and/or accessibility communities. Able to communicate effectively and have positive interactions with people from various backgrounds and cultures.
- Demonstrated success in team leadership and change management. Highly skilled at fostering teamwork and collaboration with direct reports, peers, and management. Effective at establishing and maintaining strong working relationships with fellow employees, partners, and the public.
- Skilled in park operations leadership such as determining methods, means, and personnel needed to accomplish work, evaluate plans and activities, and recommend changes for efficiency.
- Experience evaluating the work performed by direct-report personnel and providing coaching, training, mentoring and correction.
- Must be a skilled communicator and effective at giving clear and concise directions and information.
- Skilled at diffusing difficult situations and problem solving, resolving issues, and effectively dealing with the public. Uses excellent judgement to determine appropriate action.
- Willing to work a flexible work schedule including weekends, holidays, and occasional evenings for special programs and events (weekends are a requirement for this position).
- Must be comfortable working indoors and outdoors in all types of weather and conditions.
- Proficient with Microsoft Word, Excel, Outlook, and database tracking systems.
- Ability to lift and carry up to 50 lbs. short distances; stretch, grasp, kneel, twist, reach and bend.
- B.A. degree from an accredited college in parks and recreation management, communications, education, tourism, or other related discipline.
- Bi-lingual in Cantonese, Mandarin, or Spanish
- CPR and First Aid
About the Visitor Engagement Team
The Visitor Engagement Team is dedicated to welcoming people of all ages, backgrounds, and abilities to enjoy their national park. They encourage and facilitate access through three key functions: Visitor Services (including permitted recreational events and activities), Community Partnerships (encouraging community access and support of an inclusive and relevant park), and Volunteer Programs (engaging volunteers in stewarding the park and welcoming visitors).
COVID-19 Vaccination Requirement
All Presidio Trust employees must be fully vaccinated against COVID-19 or obtain an approved medical or religious exemption. Employment is contingent upon submitting a COVID-19 Certification of Vaccination or qualifying for an exemption when hired.