Guest Services Supervisor - Operations
Guest Services Supervisor - Operations
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Job Description
Guest Services Supervisor - Operations
General Summary: The Guest Services Supervisor Operations is responsible for excitingengaging and entertaining visitors in a way which promotes a positive Zooexperience and demonstrates unparalleled customer service. This position is responsible for acting as alead 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 GuestServices Supervisor - Operations will support the Zoos conservationsustainability education and DEAI (Diversity Equity Accessibility andInclusion) goals.
Essential Functions:
** The incumbent will operatea variety of zoo vehicles and amusements and will be responsible for ensuringthe safety of zoo staff and the minimum age for this position is 21 years old. The incumbent may also oversee ticketing andfront gate admissions through the use of a point of sales system.
Primary Functions:
- Interact in a consistentlypleasant and helpful manner to fellow employees guests vendors and othervisitors of the Zoo and demonstrate the highest standards of internal andexternal customer service;
- Collaborate with the Guest Services Manager on Dutyand lead the daily department operation to ensure opening and closing ofappropriate stations at the proper times;
- Performaccurate and efficient monetary transactions and maintain precise dailyrecords;
- Prepare review and approverequired reports when needed in order to safeguard the monetary assets of theZoo;
- Oversee thesafe operation of rides and the transportation system which includes theshuttles trains gates and golf carts;
- Ensure thatpersonnel are conducting required daily inspections and completing checklistfor their assigned equipment;
- Provideguests with information on all aspects of the Zoo experience such as exhibitson-ground activities (including times and locations) routes through the Zooconstruction and shuttles;
- Assistwith large tasks and set up for Zoo events lectures meetings conferencespresentations rentals etc.
- Setup and install equipment such as microphones sound speakers video screensprojectors video monitors and connecting wires and cables for events andfunctions such lectures meetings conferences presentations rentals etc.
- Perform otherduties as assigned; and
- Adhere to all policies andprocedures of the Zoo.
Secondary Functions:
- Maintain minimum standardsfor cleanliness and physical appearance of all locations;
- Coordinaterepairs and schedule preventative maintenance on all department vehicles;
- Work with theGuest ServicesManagers to continually update and plan operational strategy to maximizecontribution and level of service;
- Work inand/or help out in any aspect of Zoo operations as directed or whenappropriate; and
- Serve in any Guest Services Departmentcapacity as needed.
- In theabsence of the Guest Services Facility Manager at the discretion of the Director of GuestServices Operations perform the custodial and/ orevents support function.
Communication (Internal and External):
- Train Guest Services staffand participate in the development of training;
- Coordinate with all GuestServices supervisory staff to ensure the most effective use of departmentpersonnel on any given day and supervise daily activities.
- Ensure all employees areinformed of their daily schedules Zoo events group schedules and otherspecific elements pertinent to providing excellent customer service;
- Coordinate cash processes andprocedures with the Guest Services Manager on Duty;
- Coordinate any technicalproblems with the appropriate department;
- Respond appropriately toguests questions comments or concerns;
- Work with Director of GuestServices Operations in ensure appropriate staffing levels;
- Communicate with Zoo staff byradio contact as needed following proper radio etiquette and protocol at alltimes; and
- Contact an appropriate staffmember as necessary to resolve guest issues.
Management of Resources (Financial Human Resources Facilities):
- Assist in training staff inpolicies and procedures and reinforce the training on an ongoing basis;
- Monitor guests behavior toensure their safety on and around the rides shuttle and train.
- Control the operationdistribution and use of all equipment and supplies; and
- Organize post assignments andlunch breaks for all assigned employees while ensuring adequate staffing levelsto control attendance flow.
Minimum Qualifications:
Hospitality:
- Possess excellent verbalcommunication skill as well as writing and math skills (i.e. additionsubtraction multiplication division and percentages); possess a positive andpatient attitude;
- Adaptability- Willingness towork until the last guest has left Zoo grounds each scheduled day.
Education:
- High school diploma orequivalent
Experience/Training:
- Minimum of two years ofrelated experience and/or training;
- Proficient in cash handlingprocedures and familiarity with a Point of Sale (POS) system environment; and
- Required to possess a validdrivers license.
Working Conditions:
- Must be able to stand andremain active for an eight-hour shift;
- Must be able to sit uprightfor long periods of time;
- Must be able to walk largeareas of the Zoo as needed;
- Must be able to work in anoutdoor weather environment in all seasons and weather includingheat/humidity cold temperatures and/or wet conditions;
- Ability to work a flexibleschedule to include weekends holidays and special events; and
- Must be able to exert up to50 pounds of force to lift push pull carry or otherwise move objects.
Equipment:
- Must be able to operate avariety of equipment including two-way radio department vehicles ridesshuttle train computer computerized register point of sale system andtelephone.
Traits Desirable:
- Ability to work withindividuals from a wide variety of ethnic cultural and economic backgrounds;
- Abilityto identify and resolve guest issues.
Benefits:
- Weoffer an excellent benefits package including 24 days of Paid Time Off (PTO)Sick and Safe Leave and 2 paid holidays.
- Eligiblefor medical dental vision short- and long-term disability and lifeinsurance.
- 401(k)with employer match.
Disclaimer: The statements above are intended to describe thegeneral nature and level of work being performed by employees assigned to thisclassification. They are not intended to be construed as an exhaustivelist of all responsibilities duties and/or skills required of all personnel soclassified. Therefore management reserves the right to revise the job orto require that other or different tasks be performed when circumstanceschange.
Please visit our careers page to see more job opportunities.
Required Experience:
Manager
Employment Type
Full-Time
