Visitor Services Shift Leader

Appalachian Mountain Club

Founded in 1876, the Appalachian Mountain Club is America's oldest conservation, education, and recreation organization. We promote the protection, enjoyment, and wise use of the mountains, rivers, and trails of the Appalachian region. We believe that the mountains and rivers have an intrinsic worth and also provide recreational opportunity, spiritual renewal, and ecological and economic health for the region. We encourage people to enjoy and appreciate the natural world because we believe that successful conservation depends on this experience. We fulfill our mission through the three interconnecting pillars of the AMC: conservation, education, and recreation. For a complete description of the AMC and its mission and programs, please visit us at www.outdoors.org.

The Visitor Services Crew Leader provides top quality public service and a positive first impression for each visitor to this busy facility. This includes sales of books, souvenirs, and basic backcountry supplies, promotion and sales of AMC membership, provision of accurate backcountry/front country information and education, delivery of short, impactful visitor programming, and coordinating search and rescue operations ensuring consistency and professionalism in the absence of the Visitor Services Supervisor. The position oversees daily operations during their shift including the motivation and work of seasonal employees and volunteers that are scheduled during the same period. The standard work schedule involves five days on and two days off. Eight-hour shifts include a mix of 6:15am-2:15pm, 2:15pm-10:15pm and/or mid-day shifts as scheduled by the supervisor. Close cooperation and coordination with other AMC departments are essential to the success of the position.

What you’ll be doing at AMC

• Serve as the lead contact with Retail staff to ensure proper stock is maintained, displayed, and sold with an educational and functional emphasis.
• Assist in the completion of periodic product inventories.
• Take an active role in utilizing the products we sell to educate our visitors and enhance their visit to the national forest through personal interaction and dynamic displays and signage.
• Actively promote and participate in gaining new members to the Appalachian Mountain Club and the club’s public service efforts by delivering core member messages and timely promotional offers as part of daily interactions and service delivery. Serve as a knowledgeable frontline resource for visitors, seasonal desk staff and volunteers on the services and programs of the Appalachian Mountain Club.
• Actively promote, monitor and lead crew in all aspects of our Demo Center.
• Staff the Demo Center during designated Demo Center hours.
• Be well informed on all inventory in the demo center, monitor health and condition of all demo center inventory up to and including demo hospital and repair work, responsible for record keeping of all transactions with demo gear.
• Work closely with retail leadership regarding augmenting demo center inventories as well as work with CSC/HK in daily demo center operations.
• Provide accurate and knowledgeable information and advice on a variety of topics such as seasonal backcountry conditions, White Mountain National Forest opportunities and policies, backcountry supplies and equipment, and area points of interest
• Ensure the daily presentation and efficient, effective delivery of a wide variety of visitor contact programming including ‘Breakfast’ and Dinner Talks, serving as host for scheduled evening programs, and delivery of short, walk-on seasonally appropriate topics. With training and support by AMC Naturalist Guides, ensure quality delivery by desk staff.
• Provide supervision and guidance for seasonal employees and volunteers during shifts to ensure high standards of service and productivity in a consistent manner; respond to any problems or special requests with a professional and friendly demeanor; communicate notable updates, changes in policies, accounting errors, or other problems by utilizing appropriate resources for front-line staff.
• Ensure the prompt and professional handling of information requests by both volunteers and employees through a variety of means from the public (phone, email, in person, etc.).
• Organize and maintain the visitor center appearance including informational brochures and resources at the main desk, the Trails Information Desk, the 24-hour Pack-Up Room, and associated areas and kiosks.
• Assist the custodial staff in cleaning windows, vacuuming, snow removal, restroom and parking lot maintenance as needed or requested.
• Work with pertinent staff to ensure a highly effective and productive volunteer program at PNVC specifically dealing with Information Volunteers. Assist in the training and mentoring of new and returning volunteers providing public service while representing the AMC.
• Respond to search and rescue incidents using established procedures and protocols working with our partners, the NH Fish and Game Department and the US Forest Service. Provide communication, transportation, supplies and equipment needed to respond to backcountry emergencies. Accurately complete required paperwork post incident.
• Safely respond to emergencies (fire alarm, medical, illegal activities) at the visitor center by calling 911 while providing security for our guests, visitors, and employees.
• Attend training and supervisory meetings at PNVC and other AMC facilities as required.

What we AMC is looking for

• Attention to detail
• Backcountry experience and exceptional customer service skills within a team-oriented environment.
• Prior visitor center, retail experience, and interpretive program delivery experience are desirable
• Familiarity with the White Mountain National Forest, a proactive attitude regarding AMC programs and mission and wilderness medical certification are strongly preferred
• Must be willing to work weekends, holidays, and evenings
• The Visitor Services Crew Leader is a critical component to the success of AMC’s visitor services
• Physical requirements include the ability to stand for up to 8 hours behind the desk, utilizing stairs to upper offices and basement restrooms and supply rooms
• Ability to operate standard office and radio equipment, to lift and carry up to 40 pounds, and to occasionally travel safely on backcountry trails in all weather conditions.

What AMC Can Offer You

Salary range: $13.00/hr

We are committed to equitable compensation practices, and we encourage qualified candidates to apply. The initial salary represents our starting point, and our compensation philosophy is designed to reward and recognize the contributions of our employees as they grow within the organization. External candidates typically begin their journey with us at the starting point of the salary range. The final compensation offer will be based on factors such as experience, education, skills and geographic differential relevant to the position, and will be discussed during the interview process.

Benefits

• Room & Board:  Dorm-style room for $45/week – meals included, too! 
• Insurance: Available with positions that are 6 months or longer and when working greater than 32 hours per week  
• Retirement: Voluntary 403(b) Contribution
• Paid Time Off: earn up to 10 days of paid earned time depending on length of service 
• Other Team Member Perks:  
  • 30% discount on AMC Merchandise  
  • Free Annual AMC Membership 
  • 4 Free nights at AMC locations 
  • Prodeals discounts on equipment & gear and more!