The Santa Barbara Zoo is hiring a Guest Services Supervisor to support the Guest Services Team.

Position Status: Regular, Full-Time, Hourly, Non-Exempt

Schedule: Tuesday - Saturday

Compensation: $26.20 per hour

You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position

SUMMARY: Under the general direction of the Director of Events & Guest Services and the Guest Experience Manager, the Guest Services Supervisor promotes the Zoo and its mission through planning, developing, coordinating, implementing, and evaluating the guest service operations and programs.

ESSENTIAL DUTIES:

Collaborates with Events & GS Manager and colleagues to develop, revise, and evaluate programs in line with the Department Operation Plan

Enforces work schedules and ensures staff accountability

Oversees reservations operations and manages online reservation programs

Assists guests and team members with positive correspondence, phone interactions, and in-person interactions

Answers reservations telephone lines and responds to phone calls, voice mails, and emails promptly

When required, forwards calls, emails, and voice messages to the appropriate party in a timely manner

Refers to the appropriate person, official, or department when necessary

Organizes and processes outgoing and incoming email correspondence

Performs transactions for all programs as needed through Counterpoint, Razor’s Edge, Outbound, or Online Software

Coordinates all online ticketing functions for guests and team members

Generates specific Counter Point Reports, and all Online Ticket Sales Reports as needed

Monitors response metrics through call logs, team member management, etc., to ensure communication and resolution are completed within established timelines

Assists with screening new candidates

Assists with all School and Group program scheduling, sales, administration, and onboarding

Must be knowledgeable of all Zoo admissions and membership policies and pricing

Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual

Must have the ability to project a professional image while representing the Zoo

Applies and exemplifies “green” (sustainable) practices whenever possible

Attends all-employee meetings

Manages stage operations and participates in the development process

Assists in enhancing our guest experience on a continual basis

Leads teams in a positive professional fashion

Assist in staff development, coaching, mentoring, and sales techniques

Interacts with customers, performing the duties of a GS staff as necessary

Responds to all guest inquiries, comments, and criticisms in a timely manner, in accordance with the guest relation’s procedures, involving the supervisor if necessary

Answers phone calls promptly, professionally, with a friendly smile

Assist with special event staff management as necessary

Performs all functions necessary from opening to closing of business

Responds to emergencies as needed

Trains, and helps evaluate GS staff as appropriate, in conjunction with Events & GS Manager

Adheres to and enforces schedules, beginning, and ending times, meal breaks and breaks, covering for breaks as needed

Promotes positive internal communication within and between departments

All other duties as assigned

Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping the work area clean, picking up trash while out in the Zoo and parking lot, and reporting unsafe or unsightly conditions

Processes, records, and tracks Donation Requests, including Guest Passes and Employee Passes

Guest Relations:

Maintains a clean, neat appearance and adheres to the Zoo’s uniform dress code

Maintains positive communication skills:

Greets every Guest within 10 feet with a warm smile, and every guest within 5 feet with a friendly “hello”

Answers phone calls promptly and with a smile

Follows all assigned scripts

Responds to all guest inquiries, comments, and feedback in a timely manner, and in accordance with the guest service procedures

Maintains all records, spreadsheets, and customer data while maintaining guest confidentiality

Associates with guests to share information, identify their needs, and make their experience more personal, providing the highest level of customer service and satisfaction

Takes responsibility for staying informed about happenings at the Zoo (e.g. reading employee communications and attending meetings)

Thanks guests for supporting and visiting the Zoo

POSITION CRITERIA:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience:

High School Diploma or GED required

Some College Required

Minimum of 1-year related managerial experience necessary

License, Certification, or Preferred Qualifications:

TB tests and Tetanus vaccinations as necessary

First Aid and CPR certification preferred

Customer service and cash handling experience preferred

Knowledge, Skills, & Abilities:

Working knowledge of Microsoft Office Suite

Must be able to type a minimum of 35 wpm

Outgoing and friendly personality

Self-motivated and able to work without direct supervision

Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests

Ability to communicate in writing and orally in English and ability to follow verbal and written directions

Ability to talk to others to convey information effectively with a service orientation

Ability to perform several job duties at once; multi-task

Ability to perform arithmetical calculations without the use of a calculator

Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to recognize when there is a problem

Ability to give full attention to what other people are saying, take time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times (active listening skills)

Knowledge of principles and processes for providing customer and personal services; This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Available to work weekends and holidays

Basic knowledge of business-related terminology and practices

Ability to organize, plan, collaborate, implement, and evaluate guest service satisfaction

Ability to gather, analyze, and report on data collected

Ability to gather information and make changes to guest experience as necessary

Ability to work and communicate effectively with multiple staff

Proven team player with strong leadership skills, and the ability to relate well to diverse audiences and large groups of people

Ability to meet deadlines and operate under time pressure, with various interruptions

Ability to work in a busy office environment, with a positive outlook

Ability to handle large, multifaceted events/programs with composure

Ability to envision and implement innovative solutions and ideas

Knowledge of computer software including desktop publishing and database programs

Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests

Ability to exercise safe work habits

Awareness of, sensitivity to, and empathy with animals

Physical Demands & Work Environment:

Ability to work effectively in shared open space office environment with frequent interruptions

Must be able to lift 75 pounds occasionally during shows and 10 or fewer pounds frequently

Ability to exert a negligible amount of force frequently or constantly push, pull, or otherwise move objects

Ability to negotiate the Zoo work environment, including behind-the-scenes, lawns, gravel, hilltop, and attic storage

Must be physically able to operate a variety of machines and equipment including electric carts, telephones, printers, projectors, and copiers

Involves working out-of-doors in all weather conditions

Supportive and open employment culture

Ability to work some weekends, holidays, and events

Tools Used:

Electric cart

Standard office equipment; telephone, copier, printer, facsimile machine, calculator

Personal Computer and software (Word, Excel, Outlook…)

Projectors

Two-way radio

Hand tools

Monitors

Video camera

Zoo vehicle

BENEFITS & PERKS:

Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!

Free parking, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases

Access to the Collabornation learning platform, professional development, and lunch & learn opportunities

Comprehensive benefits package for FTR staff, voluntary supplemental insurances, zoo membership, 13 paid holidays, paid sick leave, paid vacation time, 403(b) and SEP retirement plans, a paid conservation day, a paid Zoo Day to visit another AZA-accredited institution, paid time off to take your pet to the vet, and much more...

You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position

Please make sure to check your spam folder if you do not see an email response from the Zoo.