Visitor Services Supervisor

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12204759

The Forest Preserve District of DuPage County provides opportunities for
people to connect with nature. We offer to the public 60 forest
preserves, 166 miles of trails, 47 miles of rivers and streams, and 6
nature and cultural centers. We have 6 million visitors each year.

The Districts mission is, “to acquire and hold lands containing
forests, prairies, wetlands and associated plant communities or lands
capable of being restored to such natural conditions for the purpose of
protecting and preserving the flora, fauna and scenic beauty for the
education, pleasure and recreation of its citizens.”

Job Summary

This position coordinates the activities and processes of the Office of
Visitor Services including staffing, training, and ensures that visitor
use of forest preserve district sites and facilities complies with all
relevant ordinances, policies, and procedures. This position will
recommend improvements to the Districts processes, rules, regulations,
and ordinances to increase efficiencies and ensure consistently
exceptional visitor experiences throughout the preserves while also
collaborating with internal and external stakeholders and maintaining
excellent customer service in all interactions.

Essential Duties and Responsibilities:

– Coordinate and oversee special use application approval, certificate
of insurance approval, site operation conditions, payment
processing, and finalizing issuance of special use and photography
permits
– Process permit applications for all permitted facilities,
reservations for visitor use of District facilities, recreation
areas, and spaces that must be reserved.
– Communicate with users to ensure they understand the rules and
regulations associated with the use of District facilities and
ensure that reservations are accompanied by necessary certificates
of insurance.
– Record and report on key performance indicators to provide insight
into activities and workload of the department, and use of
preserves, facilities, and special use areas.
– Provide reception and switchboard support for the Districts
headquarters facility and ensure adequate coverage of the office
during business hours.
– Ensure timely response to all incoming communications, including in
person, telephone, email, chat, and fax.
– Ensure visitor uses of preserves and facilities take place within
the parameters of applicable district ordinances, rules,
regulations, and fees.
– Administration of ActiveNet settings relating to facilities to
ensure that public and internal users informed of available
locations and amenities
– Assist patrons in establishing and troubleshooting their ActiveNet
accounts and with the purchase of IDNR products related to fishing,
boating, and other activities and ensure operation of IDNR equipment
and completion of necessary record keeping.
– Process payments in person and over the phone and manage the opening
and closing of POS system, including all necessary financial reports
and accounting for cash, checks and credit card payments.
– Develop procedures and recommend changes to the operations of the
Visitor Services to address changing needs of the public, increase
the overall customer experience, as well as changes in ordinances,
rules, and regulations.
– Assist in the development of departmental budget.
– Provide ongoing feedback, coaching, and counseling in a constructive
manner, and confront challenging situations directly with a positive
approach, aiming to support and mentor employees in their
development and progress.
– Resolve and rectify issues, prioritize based on gravity and urgency,
analyze the root cause, gathe relevant information, develop and
evaluate viable solutions, decide on the most effective and logical
solution, and plan and execute implementation.
– Supervise staff, including hiring, scheduling, and assigning work,
reviewing performance, and recommending salary increases,
promotions, transfers, demotions, corrective actions, or
terminations.
– Foster a working environment that promotes safe work habits; Become
familiar with and observe all applicable safety rules, policies, and
work procedures; Follow all safety rules that pertain to the duties
performed and support all aspects of the Districts safety and risk
management program; Keep work area clean, orderly, and free of
hazards; Immediately report all unsafe conditions and incidents.
– Maintain a supportive working environment and demonstrate a desire
to exceed the expectations of internal and external customers.
– Perform other duties as required.

Requirements:

Must be 18 years of age or older at the time of hire.

Associates Degree in a related field, 4-6 years of related experience
with 1-4 years of direct supervisory experience (includes: training and
coaching, responsible for preparing evaluation, assigning work,
responsible for work of employee supervised), or equilevant combination
of education, training, and experience.

Knowledge of ActiveNet registration system or