CITY OF OVERLAND PARK - POSITION DESCRIPTION

Job Summary: Performs administrative and supervisory work in the management and operation of public

facing services of the Farmstead. Maintains a positive work atmosphere by communicating in a manner

consistent with the mission, vision and values of the organization while providing world class service. Uses direct

supervision to lead an assigned team of associates. Performs a variety of activities to manage people and processes

producing excellent guest service, both internal and external. Applies knowledge of systems, procedures, and

customers to perform diverse assignments in support of the day-to-day operations.

DUTIES AND RESPONSIBILITIES:

Perform administrative and supervisory work in the management and operation of public facing services of the

Farmstead.

Manage and supervise all aspects of admissions, memberships, group sales, birthday parties and pavilion

rentals.

Main point of contact for Guest Service Coordinator positions.

Subject matter expert in business processes pertaining to guest services.

Assist in design and implementation of business processes.

Utilize available tools to ensure maximum coverage and adequate staffing of the department.

Maintain and promote high standards of operations resulting in positive guest experiences.

Ensure day-to-day activities, projects, and assignments are completed by the assigned team.

Resolve service issues by researching and determining the cause of the issue, expediting correction, and

implementing resolution.

Provide escalated support to resolve guest concerns.

Execute programs and events to a high level of standards and expectations.

Provide support and input to all areas of the Farmstead.

Coach assigned team members to follow City policies and procedures, communicate effectively and follow

through on assigned projects.

Manage the presentation and cleanliness of the entry building, parking lot, birthday party, pavilion, and tour

assembly areas.

Ensure a safe environment for guests and staff.

Gather information on the customer base for marketing development and future planning.

Work with Supervisor Public Programs to plan, promote and administer Farmstead special events, sponsorship,

fundraising, donor, and member programs.

Work with schools, community groups, organizations, and others to increase awareness of Farmstead as a

resource, and develop collaborations and partnerships to extend organization programs.

GENERAL DUTIES AND RESPONSIBILITIES:

Performs general office duties such as answering phones, assisting the general public and organizing files.

The employee must work the days and hours necessary to perform all assigned responsibilities and tasks. Must

be available to communicate with subordinates, supervisors, customers, vendors and any other persons or

organization with which interaction is required to accomplish work and employer goals.

Holidays and one weekend day may be required during the seven day a week operating season.

The employee must be punctual and timely in meeting all requirements of performance, including, but not

limited to, attendance standards and work deadlines; beginning and ending assignments on time scheduled

work

Assists in cleaning and maintaining of work areas and Farmstead facilities.

Performs other duties as assigned.

GENERAL QUALIFICATIONS

EDUCATION & SPECIAL LICENSE(S)/CERTIFICATIONS:

Bachelor's degree in Public Administration, Parks and Recreation or an equivalent combination of

education and experience in a public-facing, guest service environment.

Possession of an appropriate valid driver's license.

Must maintain an insurable driving record.

EXPERIENCE:

One to two years supervisory experience

SKILLS:

1. Good oral and written communication skills

2. Attention to detail

3. Good organizational and time management skills

4. Basic math and accounting skills

5. Good listening skills

6. Manual dexterity

7. Presentation skills

8. Good PC skills, including ability to use spreadsheets, word processing, presentation, software applications

9. Facilitation skills

10. Project management skills

11. Ability to design quality brochures, signs and other promotional materials

12. Ability to relate to teachers and other organizations

13. Tact and diplomacy

MENTAL REQUIREMENTS:

1. Ability to read and comprehend city, state, and federal regulations

2. Ability to prioritize work

3. Ability to meet deadlines

4. Ability to recognize and protect confidential information

5. Ability to train and guide others

6. Ability to work on several projects at once

7. Ability to work in a hectic environment with many interruptions

8. Ability to perform basic math and apply basic accounting principles

9. Ability to work independently

10. Ability to learn and understand PC software applications

11. Alpha and numeric recognition

PHYSICAL REQUIREMENTS:

1. Exposure to extreme environmental conditions

2. Exposure to loud noises

3. Ability to distinguish smells

4. Ability to identify and distinguish colors

5. Ability to speak to individuals or groups for an extended period of time

6. Ability to operate various office equipment such as copier, scanner and personal computers

SEE ESSENTIAL FUNCTIONS BELOW FOR ADDITIONAL PHYSICAL REQUIREMENTS

SUPERVISORY RESPONSIBILITY (Direct & Indirect):

Direct: Guest Services Coordinators, Point of Sale Attendants.

Indirect: Part-time, temporary employees and volunteers.

The preceding job description has been designed to indicate the general nature and level of work performed by

employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory

of all duties, responsibilities, and qualifications required of employees assigned to this job.