Organizational Mission:

The Appalachian Trail Conservancy’s mission is to protect, manage, and advocate for the Appalachian National Scenic Trail.

Position Purpose

The Visitor Center Supervisor ensures the operational excellence of the Appalachian Trail Conservancy’s (ATC) visitor center in Harpers Ferry, West Virginia. The position maintains focus on three key areas:

Visitor Center Operations:

The Harpers Ferry visitor center is one of several brick-and-mortar locations where people can interact face-to-face with the Conservancy and learn more about recreation on and stewardship of the Appalachian Trail (A.T.). With more than 15,000 people visiting the center each year, the visitor center caters to hikers, tourists, volunteers, ATC members and donors, thru-hikers, and many more people who seek to build a relationship with the Trail or the ATC in some way. The Visitor Center Supervisor ensures the center’s operations create high-quality experiences for visitors – experiences that are consistently welcoming, inclusive, informative, and/or educational. To this end, the Visitor Center Supervisor’s operational purview extends to volunteer staffing, budgeting, visitor relations, resource management, programming, education, interpretation, and representation of the ATC and A.T.

Volunteer Recruitment and Management:

The A.T. is stewarded by more than 6,000 volunteers and this volunteer ethos extends to the Harpers Ferry Visitor Center. The Visitor Center Supervisor will continuously recruit, onboard, train, and manage a team of volunteers who will be responsible for day-to-day duties in the visitor center.

Programming, Education & Interpretation:

The ATC seeks to inform and educate hikers on safe and responsible recreation while also creating an ethos of shared stewardship among all Trail lovers. The Harpers Ferry visitor center will become a key site for educational and interpretive programming that advances this goal. The Visitor Center Supervisor will work with staff at the ATC and partners of the organization to ensure these programs are planned, marketed, and executed consistently and superbly.

 

Essential Duties and Responsibilities

Visitor Center Operations:

  • Ensures a safe, welcoming, and inclusive environment for visitors, volunteers, and staff in the visitor center and associated areas.
  • Ensure the visitor center maintains a professional look, keeping all areas tidy and organized. Ensure all representatives of the ATC who work in the visitor center maintain a professional appearance.
  • Provide visitors with current and helpful information about the A.T., the ATC, outdoor ethics, local hikes, services, and attractions.
  • Supervises the visitor center’s retail operations by ordering, stocking, labeling, and maintaining inventory of all sales merchandise. Reconciles cash register daily. Increase merchandise sales by determining visitor needs and making informed purchase recommendations.
  • Ensures adequate parking for visitors and volunteers.
  • Works with the town of Harpers Ferry/Bolivar on community engagement issues.
  • Oversees guestbook entries and sends follow-up emails that encourage visitors to continue their engagement with and support of the ATC. Demographic information is also shared with membership and development departments.
  • Answers phones and routes calls as needed. Respond to inquiries, concerns and requests about the Trail, ATC, and Harpers Ferry.
  • Inspire visitors to support the Trail through membership in the Appalachian Trail Conservancy, offering information and education about our mission, programs, and benefits.
  • Keep current on federal, state, local and trail wide regulations and policies pertinent to those using the Appalachian Trail.
  • Record comments and complaints as well as trail information, history, or noteworthy stories from visitors, and follow-up actions taken.
  • Conduct periodic verbal, written and/or online visitor satisfaction surveys.
  • Collect visitor demographic information in ways that can be shared with ATC’s membership and development staff.
  • Help maintain the photo logbook of prospective 2,000-milers and other notable hikers who stop by the visitor center. Ensure that both electronic and printed records are labeled and filed correctly.
  • Catalog, track, and ensure security of in-bound hiker packages, sending acknowledgements when packages are received and picked up, and inviting those sending the packages to become members.
  • Bring a creative mindset to seek ways to improve visitor services, store layout, and operations processes.
  • Perform other duties as assigned to meet the goals and objectives of the department.

 

Volunteer Recruitment and Management:

  •  Schedules staff, volunteers, and interns and ensures adequate coverage during all hours of operation.
  • Supervises, trains, and recruits all volunteers and interns in the visitor center. Prepares all volunteers and interns to carry out their duties and makes them feel valued and appreciated.
  • Oversees tracking of volunteer hours and recognition of volunteers (including service awards).

 

Programming, Education & Interpretation:

  • Enhance the visitor experience by evaluating, adding, and updating ATC’s informational displays and exhibits.
  • Plans and organizes the ATC’s participation at the Flip-Flop festival in Harpers Ferry, WV.
  • Assists the Director of Visitor Engagement in development of interpretative education and programs with other staff at the ATC or with ATC’s partners.
  • Occasionally plans and hosts special events in the visitor center for the ATC.

 

Qualifications

  •  Bachelor’s degree or equivalent experience.
  • Able to work weekends.
  • Demonstrated professionalism and maturity when dealing with the public.
  • Able to communicate with visitors (written and oral) in a friendly, courteous and positive manner in a setting that is occasionally busy, noisy, and crowded.
  • Knowledge of day-hiking and backpacking skills, including Leave No Trace practices.
  • Experience in visitor services, retail sales or similar environment.
  • Proficient with the World Wide Web, Microsoft office software, and social networking applications.
  • Substantive, first-hand knowledge of the Appalachian Trail and its protection; and the ATC (its mission, vision, values, and programs).
  • Experience managing and scheduling volunteers.

 

Physical Demands and Work Environment

  •  The employee is occasionally exposed to cold, heat, odors associated with nature and outdoor activities, and a moderate to high noise level.
  • The job can have frequent interruptions and may require balancing and prioritizing different tasks simultaneously.
  • Transporting objects up to 40 pounds.
  • Frequently communicates with staff, partners, and others by phone, email, virtual meeting, and in person.

To Apply

Click here to apply through ADP

Please submit a cover letter, resume and contact information for three professional references to ADPPlease state how you heard about this job in your cover letter.  

 

ATC Equal Employment Opportunity Statement

 The Appalachian Trail Conservancy (ATC) encourages collaboration, flexibility, and fairness with all employees and volunteers to enable participation and contributions to their fullest potential. We are committed to being a diverse and inclusive organization, and recognize that diversity contributes to an effective and successful organizational culture and mission. The ATC prohibits discrimination in employment on the basis of race, color, religion, sex (including pregnancy, gender identity and/or expression), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, political affiliation, union membership, or any other status protected by the laws and regulations in the locations where we operate.

 ATC’s Identity Statement