Guest Services Supervisor - Operations

General Summary: The Guest Services Supervisor – Operations is responsible for exciting, engaging, and entertaining visitors in a way which promotes a positive Zoo experience and demonstrates unparalleled customer service.  This position is responsible for acting as a lead trainer for the daily operations of the Zoo to include rides/ shuttles/ train divisions, admissions, access control/ticketing, and custodial operations (as assigned).  Additionally, the Guest Services Supervisor - Operations will support the Zoo’s conservation, sustainability, education, and DEAI (Diversity, Equity, Accessibility, and Inclusion) goals.

Essential Functions:

** The incumbent will operate a variety of zoo vehicles and amusements, and will be responsible for ensuring the safety of zoo staff and guests.  Therefore, the minimum age for this position is 21 years old.  The incumbent may also oversee ticketing and front gate admissions through the use of a point of sales system. 

Primary Functions:

• Interact in a consistently pleasant and helpful manner to fellow employees, guests, vendors, and other visitors of the Zoo and demonstrate the highest standards of internal and external customer service;
• Collaborate with the Guest Services Manager on Duty, and lead the daily department operation to ensure opening and closing of appropriate stations at the proper times;
• Perform accurate and efficient monetary transactions and maintain precise daily records;
• Prepare, review and approve required reports when needed in order to safeguard the monetary assets of the Zoo;
• Oversee the safe operation of rides and the transportation system, which includes the shuttles, trains, gates and golf carts;
• Ensure that personnel are conducting required daily inspections and completing checklist for their assigned equipment;
• Provide guests with information on all aspects of the Zoo experience such as exhibits, on-ground activities (including times and locations), routes through the Zoo, construction, and shuttles;
• Assist with large tasks and set up for Zoo events, lectures, meetings, conferences, presentations, rentals, etc.
• Set up and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, and connecting wires and cables for events and functions such lectures, meetings, conferences, presentations, rentals, etc.
• Perform other duties as assigned; and,
• Adhere to all policies and procedures of the Zoo.

Secondary Functions:

• Maintain minimum standards for cleanliness and physical appearance of all locations;
• Coordinate repairs and schedule preventative maintenance on all department vehicles;
• Work with the Guest Services Managers to continually update and plan operational strategy to maximize contribution and level of service;
• Work in and/or help out in any aspect of Zoo operations as directed or when appropriate; and,
• Serve in any Guest Services Department capacity, as needed.
• In the absence of the Guest Services Facility Manager, at the discretion of the Director of Guest Services Operations, perform the custodial and/ or events support function. 

Communication (Internal and External):

• Train Guest Services staff and participate in the development of training;
• Coordinate with all Guest Services supervisory staff to ensure the most effective use of department personnel on any given day, and supervise daily activities.
• Ensure all employees are informed of their daily schedules, Zoo events, group schedules and other specific elements pertinent to providing excellent customer service;
• Coordinate cash processes and procedures with the Guest Services Manager on Duty;
• Coordinate any technical problems with the appropriate department;
• Respond appropriately to guests’ questions, comments, or concerns;
• Work with Director of Guest Services Operations in ensure appropriate staffing levels;
• Communicate with Zoo staff by radio contact as needed following proper radio etiquette and protocol at all times; and,
• Contact an appropriate staff member as necessary to resolve guest issues.

Management of Resources (Financial, Human Resources, Facilities):

• Assist in training staff in policies and procedures and reinforce the training on an ongoing basis;
• Monitor guests’ behavior to ensure their safety on and around the rides, shuttle, and train. 
• Control the operation, distribution, and use of all equipment and supplies; and,
• Organize post assignments and lunch breaks for all assigned employees while ensuring adequate staffing levels to control attendance flow.

Minimum Qualifications:

Hospitality:

• Possess excellent verbal communication skill, as well as writing and math skills (i.e. addition, subtraction, multiplication, division, and percentages); possess a positive and patient attitude;
• Adaptability- Willingness to work until the last guest has left Zoo grounds each scheduled day.

Education:

• High school diploma or equivalent

Experience/Training:

• Minimum of two years of related experience and/or training;
• Proficient in cash handling procedures and familiarity with a Point of Sale (POS) system environment; and,
• Required to possess a valid driver’s license.

Working Conditions:

• Must be able to stand and remain active for an eight-hour shift;
• Must be able to sit upright for long periods of time;
• Must be able to walk large areas of the Zoo as needed;
• Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and/or wet conditions;
• Ability to work a flexible schedule to include weekends, holidays, and special events; and,
• Must be able to exert up to 50 pounds of force to lift, push, pull, carry, or otherwise move objects.

Equipment:

• Must be able to operate a variety of equipment including two-way radio, department vehicles, rides, shuttle, train, computer, computerized register, point of sale system, and telephone.

Traits Desirable:

• Ability to work with individuals from a wide variety of ethnic, cultural and economic backgrounds;
• Ability to identify and resolve guest issues.

Benefits:

• We offer an excellent benefits package including 24 days of Paid Time Off (PTO), Sick and Safe Leave, and 2 paid holidays.
• Eligible for medical, dental, vision, short- and long-term disability, and life insurance.
• 401(k) with employer match.

Disclaimer: The statements above are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.  Therefore, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.

Please visit our careers page to see more job opportunities.