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Manager of Guest Services

Santa Barbara Zoo

Manager of Guest Services

Santa Barbara, CA
Full Time
Paid
  • Responsibilities

    Immediate Opening!

    Manage a fun and professional team to provide the BEST guest experience in town, connecting people with animals!

    Do you have prior successful management experience in the customer service or hospitality industry?

    Does juggling multiple assignments, collaborating with various departments, and engaging a busy team in a fast paced environment energize you?

    Are you well-versed in the effective use of POS and various computer programs?

    Does saving the natural world make your day?

    If you've answered YES to all of those questions: read further and apply today!

    Schedule: Wednesday through Sunday, generally 8:00 AM to 5:00 PM.

    Compensation: $22.00/hour & up DOE.

    JOB DESCRIPTION: Manager of Guest Services

    SUMMARY:

    Under general direction of the Director of Business Operations (DBO), the Manager of Guest Services manages and leads significant aspects of the visitor services from recruiting through program execution including admissions, parking lot, acting/puppet shows, and supports other aspects of Business operations as needed.

    ESSENTIAL DUTIES include the following:

    Daily Operations

    Manage guest services teams (general admissions, parking, animal experiences, stage shows) in all capacities to ensure zoo guests an excellent experience.

    Develop, implement, and regularly update, relevant policies, processes and procedures.

    Ensure compliance of employees with established procedures and practices as it relates to security, sales, and record keeping.

    Ensure compliance with all relevant regulatory standards.

    Oversee scheduling of guest services to team to provide optimal support for daily guest expectations and prioritize operational needs.

    Manages all aspects of parking operations.

    Work with DBO to research, develop and implement new programs and/or services.

    Work with DBO to identify potential revenue generation, reduction of costs, and more efficient procedures.

    Regularly communicate critical information, best practices, and procedures on a consistent basis with staff through meetings that further departmental goals and productivity.

    Oversee all cash handling procedures for admissions, parking, and shows.

    Hold peers accountable for their performance.

    Manage and maintains Point of Sale Systems.

    Work with DBO to conduct and report business analytics.

    Staff Onboarding and Development:

    Direct the recruiting and hiring process for guest services team members.

    Terminate employees within defined practices and policies.

    Work with DBO to facilitate the onboarding experience for Guest Services team members.

    Provide regular coaching and feedback to Guest Services team members.

    Respond to staff questions and concerns in a timely and professional manner.

    Provide regular, relevant staff training, including standard operating procedures and policies, use of equipment, safety, and goal setting.

    Develop and implement, individual development planning for supervisors (and some individual contributors) within the guest services team.

    Perform evaluations for supervisors (and some individual contributors) within the guest services team.

    Encourage, support and exemplify the highest ethical standards to ensure the continued development of the institution and the profession.

    Organization

    Develop professional, collaborative cross-functional relationships as a member of the manager’s team.

    Develop professional, collaborative relationships as a member of the business operations team.

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

    Apply and Exemplifies “green” (sustainable) practices whenever possible and our Core Values.

    Attend all bi-monthly all-employee meetings.

    Guest Relations

    Greet every guest with a smile.

    Thank guests for supporting/visiting the Zoo.

    Handle visitor complaints, problems, inquiries and accident reports according to Zoo guest relations procedures.

    Make guest recovery efforts with assistance of management team when necessary.

    SECONDARY DUTIES:

    Answer phone calls, voice mails, and e-mails promptly.

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

    Associate with guests to assist and share information.

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

    Take responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings.

    Reflect the qualities outlined in the Guest Relations Statement and the Employee Pledge.

    Perform other duties as assigned/required.

    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 the essential functions.

    Education and Experience:

    Minimum 4 years in the customer service industry.

    Minimum of 2 years of experience as a supervisor.

    At least 21 years of age

    College degree or equivalent experience preferred.

    License, Certification, or Preferred Qualifications:

    Valid California driver’s license with good driving record

    Forklift certification or willing to receive training

    Willing and able to certify in SBZoo Train Certification

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

    Knowledge, Skills, Abilities:

    Strong analytical capabilities.

    Ability to exercise discretion and independent judgment.

    Excellent time management, organizational and interpersonal skills.

    Ability to interact within a team.

    Ability to follow oral and written directions.

    Effective oral and written communication skills.

    Strong mechanical technical knowledge.

    Ability to develop productive and friendly relationships at work.

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

    Ability to exercise safe work habits.

    Accurate cash handling such as making change and counting banks.

    Knowledge and ability to develop and administer budgets, staff scheduling, wage and time card management.

    Ability to converse in Spanish language a plus.

    Availability and ability to work weekends, holidays and some evening for events.

    Physical Demands & Work Environment:

    Physical demands are in excess of those for sedentary work.

    Must be able to participate in operational practices: includes ability to lift 50 lbs., climb stairs or ladders, manipulate tools, and stand/walk for at least three continuous hours.

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

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

    Supportive and open employment culture.

    Tools Used:

    Computer and software (MS Word, Excel, Outlook)

    Cash register POS system

    Two-way radio

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

    Forklift, skip loader, excavator.

    Electric carts and gasoline powered vehicles.

    C.P. Huntington narrow gauge train (gasoline powered).

    Various landscaping hand tools such as racks, pruning shears, and shovels