Visitor Services Representative II

Reports to: Associate Director, Visitor Services

Department: Visitor Experience

Status: Full-time/Non-exempt

About Central Park Conservancy

Central Park is one of the most famous and beloved urban public spaces in the world. Designed by Frederick Law Olmsted and Calvert Vaux in 1857, the 843-acre park was the first purpose-built public park in the country and is a National Historic Landmark. The Central Park Conservancy, a private not-for-profit organization, was founded in 1980 to rescue the Park which had fallen into serious disrepair. Since that time, the Conservancy has overseen the investment of approximately $1 billion in the restoration of the Park, and now hosts over 40 million visitors a year.

The Conservancy’s mission is to preserve and celebrate Central Park as a sanctuary from the pace and pressures of city life, enhancing the enjoyment and wellbeing of all. The City of New York has formally entrusted the care of the Park to the Conservancy which is responsible for every aspect of the Park’s care, including landscape maintenance, capital improvements, and the visitor experience. Committed to sharing the best practices in urban park management, the Conservancy also serves as a resource for other NYC parks and for public-private partnerships around the world. The Conservancy employs ~350 people and has an annual operating budget of around $100 million.

Key Responsibilities

Best-in-Class Customer Service:

• Proactively greet, assist, and engage Park visitors, in a professional and inviting manner
• Enhance every person's visit to Central Park by providing detailed and accurate information and directions, and by interpreting the Park’s history, landscapes, design, features and programming
• Manage lines and crowds consistently with an emphasis on safety
• Respond to visitor inquiries via the phone, in person, and e-mail as needed
• Engage visitors in conversation about the Conservancy and our role in maintaining Central Park
• Promote Central Park Conservancy membership and various other ways people can support our mission
• Help to maintain a safe, clean and welcoming Center; includes properly securing the Center each evening, reporting all safety issues to the appropriate personnel, monitoring proper use of Center throughout your shift, and participating in regular light cleaning
• Facilitate individual and group orientation for visitor center related seasonal and non-seasonal programming (Fishing Program, Discovery Kits, Lawn Games, Basketball Clinic, Board Game utilization Etc.

Retail Sales:

• Collaborate with the Retail Services team in relation to Central Park Conservancy merchandise
• Sell Central Park Conservancy merchandise and support customers on the selling floor of Park Gift Shops
• Answer inquiries about merchandise, educate customers about products & influence purchasing decisions to help meet sales goals
• Restock merchandise & help maintain inventory
• Operate registers, conducting monetary and credit card transactions, and generating sales reports as needed
• Assist in the processing, receiving and tagging of Central Park Conservancy merchandise

Tours & Programs Support:

• Sell tour tickets and promote tour offerings
• Provide support to Park Patrons in need of assistance locating tour starting locations
• Assist tour check in and distribution of audio equipment, as needed; engage tour guests in visitor centers to encourage deeper engagement with the Conservancy
• Help to facilitate a variety of programs in and around the Visitor Centers including set up, staffing, and guest check in as needed
• Actively engage with Visitor Center calendars and program schedules to assure readiness for events, programs and general visitation

Other Duties

• Participate in on-going professional development opportunities
• Perform general administration duties: answering phones, filing, faxing, statistics tracking, etc.
• Actively communicate with Park visitors, colleagues, volunteers, Operations staff and other Park personnel as needed
• Other duties as assigned

Qualifications

• 1-2 year(s) experience in frontline customer service, retail required and/or relevant experience
• Interest in parks, landscape design, and /or tourism
• A strong desire and enthusiasm to work with the public
• A strong desire to learn about the Park and the Central Park Conservancy
• Ability to work productively as part of a diverse team of staff, volunteers and interns
• Willingness to work outdoors and indoors in all weather conditions
• Role may involve extended periods of activity, including standing or moving about
• Enthusiasm for working in different locations throughout the Park based on staffing/coverage needs of the department
• Strong verbal and written communication skills
• Computer proficiency (Word, Excel, POS systems, use of an e-mail system, etc.)
• Must be at least 18 years old; candidate should have a minimum of a high school diploma or GED
• Ability to speak additional languages a plus

Schedule

The starting schedule required is Wednesday – Sunday.

Schedules are determined based on facility/programming needs and may change seasonally. Regular weekend work and some holiday work is required; Visitor Services Representatives report to the following locations throughout Central Park; Belvedere Castle, Charles A. Dana Discovery Center, The Dairy Visitor Center and Gift Shop, Chess and Checkers, Columbus Circle Information Kiosk, Davis Center, North Meadow Recreational Center (summer only), and in-park pop up initiatives (summer only).

Note: This position is in-person (not a remote role).

Salary range: $38K to $46K annually commensurate with experience, and benefits package.

Other Requirements

This position occasionally requires lifting moderately heavy items (up to 30 pounds) and long periods of standing as well as walking to various locations throughout the Park as needed. Will sometimes be exposed to the elements such as rain, snow and extreme temperatures. Must comply with the policies of the Conservancy, including wearing a Central Park Conservancy-branded uniform, which will be issued upon hire, in a presentable and professional fashion.

Diversity, Equity & Inclusion

The Central Park Conservancy’s work is guided by the belief that Central Park, and all public parks, must be managed and actively protected as an inclusive and democratic space for all. Working closely with our New York City partners, we will always strive towards creating and sustaining a sense of belonging for all visitors and advocating for equitable and accessible public use of the Park. In service of this belief, we are committed to fostering a workforce and organizational culture that is as diverse as Central Park itself and the dynamic city it serves.

Safety Requirements

Establishment and maintenance of a safe work environment is the shared responsibility of this organization and employees at every level. The Conservancy will make every effort to assure a safe environment and be in compliance with federal, state, and local safety regulations. Employees are expected to obey safety rules and to exercise caution in all their work activities. Accordingly, employees should be aware of any hazards, which could cause an injury or accident (e.g., spills, obstacles in walkways, etc.). If an employee discovers a potential dangerous condition, he/she should alert other employees and notify his/her supervisor immediately.