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Guest Services Shift Lead

Santa Barbara Zoo

Guest Services Shift Lead

Santa Barbara, CA
Part Time
  • Responsibilities

    Immediate Opening!

    Do you like to work in a fast-pace environment, with lots going on, being surrounded by colleagues, guests and children?

    Does providing outstanding customer service energize you?

    Do you like to plan, coordinate, use your interpersonal and communication skills constantly?

    Do you have some experience in supervising others?

    Then we invite you to read further!

    Schedule: Year round: Part-Time, Regular. Weekends and holidays, generally between the hours of 8:30 AM and 5:00 PM.

    Compensation: $13.00/hour.

    Job Description


    Under the general direction of the Manager of Guest Services, the Guest Service Shift Lead assists in supervising Guest Services operations throughout the zoo, coordinates staff daily, and maintains or exceeds Admission, Attraction, and Membership sales set by management. Guest Service Shift Lead encourages, supports and exemplifies the highest standards to ensure the professionalism of the staff, and the quality of the guest experience. Assists other departments as needed.

    ESSENTIAL DUTIES include the following:

    Daily Operations

    Arrives on time for scheduled shift, properly dressed and ready to begin work.

    Ensures all aspects of security are met when opening or closing.

    Successfully communicates and coordinates all aspects of daily operations with front line and Attraction staff.

    Works alongside front –line staff and provides mentoring and help as needed to ensure that each employee does their best to provide “above and beyond’ customer service.

    Ensures that all areas and equipment are well maintained and in excellent condition.

    Responsible for inspecting the conditions of all equipment daily, and reports maintenance needs through the appropriate channels of communication in a timely manner.

    Collaborates with the Guest Services Associates to ensure all areas are properly staffed.

    Responsible for finding employee replacements when scheduled staff are not able to work.

    Monitors and enforces adherence to the daily schedule, including beginning and ending of shift times, and lunches and on the clock rest breaks.

    Ensures that all workstations are prepared for next day’s operations at Closing.

    Promotes positive internal communication within and between departments and employees.

    Assists with performing regular assessment of Operators and Guest Services staff; coaches as needed.

    Assists with training and shadowing for new staff.

    Assists with interviews as needed.

    Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions.

    Represents the Zoo favorably when interviewed by the media, with management’s pre-authorization.

    Assist other department and zoo operations as needed.

    Guest Relations

    Greets every guest with a smile.

    Thanks guests for supporting/visiting the Zoo.

    Answers phone calls, voice mails, and e-mails promptly and professionally.

    Assists in Guest Services duties in Culinary Programs and Retail Operations as needed.

    Associates with guests to assist, and shares information.

    Responds to all guest inquiries, complaints, and comments according to Zoo guest relations procedures.

    Assists in Event mailings.

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

    Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings, and passes that information onto front-line staff.

    Reflects the qualities outlined in the Guest Relations Statement, the Employee Pledge, and our Core Values.

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

    Applies and Exemplifies “green” (sustainable) practices whenever possible.


    Assists with other Guest Services functions as necessary.

    Participates in special team assignments as appropriate.

    Handles emergency situations in a professional manner and according to Zoo policy and protocol. Remains calm and creates and atmosphere of calm and control for those dealing with the emergency situations.

    Other duties as required.


    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 the essential functions.

    Education and Experience:

    High school diploma or equivalent preferred.

    Prior experience in a guest-related job.

    Prior paid supervisory experience preferred.

    License, Certification, or Preferred Qualifications:

    Valid driver’s license with good driving record preferred.

    Willing and able to certify in First Aid, CPR/AED.

    Willing and abler to certify in SafeServ CA Food Handling.

    Knowledge, Skills, Abilities:

    Effective oral and written communication skills, with ability to supervise others in a friendly and effective manner.

    Excellent time management skills (must be prompt and on time).

    Excellent customer service.

    Excellent conflict management skills.

    Ability to have a positive and upbeat attitude.

    Ability to think quickly and in a constructive manner under pressure.

    Capacity to develop friendly and productive relationships at work with a focus on collaboration.

    Ability to handle conflict effectively and constructively.

    Maintains a professional appearance and attitude at all times as a representative of the Zoo.

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

    Ability to exercise safe work habits.

    Ability to handle emergencies in a calm and professional manner.

    Working knowledge of and ability to use effectively our scheduling software.

    Ability to work successfully in a shared workspace, with shared equipment and constant interruptions.

    Ability to work on zoo grounds as well as attending events in the community off-grounds.

    Ability to work a flexible schedule that will include some weekends, holidays, and when events are scheduled.

    Attention to detail with a focus on safety.

    Ability to converse in Spanish language is a plus.

    Availability and ability to work weekends, holidays and for some events, occasionally after hours.

    Physical Demands & Work Environment:

    Must be able to access all areas of the facility.

    Must be able to climb stairs and stand/walk for up to two continuous hours.

    Must be able to be on their feet throughout entire shift

    Ability to lift 15-30 pounds occasionally, in course of normal duties.

    Involves working out-of-doors in all weather conditions.

    Ability to drive cart safely.

    Ability to work in a busy shared, open space work environment.

    Ability to participate in Emergency responses.

    Supportive and open employment culture.

    Tools Used:

    Two-way radio

    Hand tools

    iPads, laptops, and other electronic equipment

    Computer and Microsoft Office Suite

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

    Electric Carts

    Various zoo attractions

    This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

    The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.