Guest Services Event Operations Manager

GeneralSummary: The Guest Services Event Operations Manager isresponsible for exciting engaging and entertaining visitors and members in away which promotes a positive Zoo experience and demonstrates unparalleledcustomer service. This position isresponsible for overseeing and executing Guest Services and DEAI events andprograms and serves as the onsite contact during special event days. Thisposition works closely with the departments directors and supports equipmentand technology set up for other Zoo departments as well. As part of the GuestServices management team this position supports daily operations of the Zooand serves as Manager on Duty when necessary.

Additionally the GuestServices Event Operations Manager will support the Zoos mission to savewildlife and protect wild places and contribute to its environmental socialgovernance sustainability conservation education and DEAI (DiversityEquity Accessibility and Inclusion) goals.

EssentialFunctions:

Primary Functions:

• Facilitate the dailystaffing and operation of the Guest Services area to include opening andclosing of appropriate locations problem-solving training securing of conjunction with fellow Managers and in accordance to company SOPs;
• Maintain exceptionalstandards of customer service cleanliness and physical appearance of alllocations and staff;
• Along with the GuestServices Management team continuously plan operational strategy to maximizerevenue contribution and level of service;
• Lead or assist inplanning coordinating and implementing Guest Services and DEAI events; eventsinclude but not limited to Black History Month Wildly Inclusive BunnyBonanzoo Field Days AAPI Heritage Day Pride at the Zoo Juneteenth WildWater Splash Days Celebramos Zoo Boo and Holly Days; Support at Brew at theZoo and OktoBEARfest required as well; assist with vendor coordination andservice scheduling to support event programs;
• Responsible formaintaining and organizing Zoo and departmental supplies and equipmentincluding inflatables and decorations giveaways and prizes;
• Lead or assist withequipment and technology setup of all Zoo rentals events and education and developmentprograms;
• Review department webpages to make sure event information is accurate;
• Work collaborativelywith to create event collaterals such as posters banners handouts forinternal and external promotion of Zoo events and programs.
• Prepare weeklyschedules for all seasonal part-time and full-time departmental staff;
• Interact with guests in a friendly professional and informed mannerthat promotes the Zoos message of conservation;
• Ensure working order of equipment and maintain supplies to meetoperational objectives;
• Provide guestcontrols including challenging situations;
• Ensure compliance of cash handling policies and procedures;
• Maintain risk and safety management processes for the Guest ServicesDepartment; Comply with Zoo accident and incident standards; Effectively workwith risk and safety partners and ensure department and staff are prepared fordisaster and emergency response for guests and staff;
• Lead or assist in the training for event equipment and technology;perform event setup and breakdown assist with onsite oversight and executionof event days; respond to event-related inquiries and event confirmation emailswith guests and vendors;
• Provide superior customer service by answering questions anticipatingguest and member needs escalating issues when appropriate and meeting orexceeding guest expectations;
• Collaborate with the Volunteer Department to ensure Zoo volunteers areassigned volunteer roles and managed appropriately during Guest Services andDEAI events as well as other assigned volunteer stations the support thedepartment;
• Create and send post-event reports and follow ups to assess eventsuccess gather feedback and identify opportunities for retentive business.
• Assist in the development of community partnerships with the goal ofboth broadening the Zoos reach with the community and also making sureofferings are diverse accessible equitable and inclusive;
• Support supply and equipment inventory management including trackingstock levels and coordinating reorders;
• Serve as Manager onDuty;
• Attend Zoo anddepartmental meetings;
• Use sound judgmentand report incidents to management or security as necessary;
• Assist otherdepartments as needed for cross-utilization of skills and manpower;
• Perform other dutiesas assigned; and
• Adhereto all policies and procedures of the Zoo.

Communication(Internal and External):

• Conductdaily briefings with all seasonal full-time and part-time staff to informthem of all happenings within the zoo in reference to Guest Servicesresponsibilities;
• Communicatedaily schedules events and any changes for the main gate exhibits orattractions to all staff so that they may notify guests if asked;
• Activelycollaborate with the Animal Marketing Development Education and Volunteer departmentsto design and implement programs and presentations;
• Activelycollaborate with the Animal Marketing Development Education Events GroupSales and Volunteer Hospital and Maintenance departments to produce andparticipate in non-routine special events;
• Workclosely with contracted concessions management and staff to ensure adherenceto all Zoo policies and procedure.

Management ofResources (Financial Human Resources Facilities):

• Cultivate evaluateand train staff rendering discipline when necessary;
• Collaborate with theSenior Director of Guest Services Strategies on all matters concerningpersonnel;
• Support in therecruitment hiring training evaluating and disciplining of all staff;
• Coordinate with otherdepartments as necessary to fulfill any special needs relating to GuestServices (i.e. Events); and
• Organize breaks forGuest Services employees while ensuring adequate staffing levels to controlattendance flow.

MinimumQualifications:

Hospitality:

• Friendly and outgoing;
• Possess a positiveand patient attitude; and
• Possess excellentverbal communication skills.

Education:

• Bachelors Degree inBusiness Hospitality Recreation Tourism or related discipline (educationmay be substituted in lieu of relevant experience) preferred.

Experience/Training:

• Minimum of two yearsin a supervisory management position;
• Minimum of threeyears related experience in the hospitality or retail industry;
• Proficiency withGoogle Workspace Microsoft Office software and web-based applicationsrequired;
• Familiarity withPoint-Of-Sale systems preferred;
• Familiarity withbusiness cash handling procedures;
• Valid driverslicense required; and
• Floral or eventdesign a plus

Hospitality:

• Friendly andoutgoing;
• Possess a positiveand patient attitude;
• Possess excellentverbal communication skills;
• Possess excellentorganizational skills; and
• Ability to multitaskand juggle multiple projects.

WorkingConditions:

• Must be able to standand remain active for an eight-hour shift;
• Must be able to walklarge areas of the Zoo as needed;
• Must be able to workin an outdoor weather environment in all seasons and weather includingheat/humidity cold temperatures and/or wet conditions;
• Ability to work aflexible schedule to include weekends holidays and special events;
• Must be able to exertup to 50 pounds of force to lift push pull carry or otherwise move objects;and
• Exposure to potentialenvironmental hazards such as poison oak/ivy uneven terrain insectbites/stings and Hepatitis B depending on the position.

Equipment:

• Must be able tooperate a variety of equipment including computer telephone two-radio handtools power tools golf cart rides etc.

Traits Desirable:

• Ability to work withindividuals from a wide variety of ethnic cultural and economic backgrounds;
• Strong organizationaland communication skills; and
• Ability to identifyand resolve guest issues.

Benefits:

• Excellent benefitspackage including 24 days of Paid Time Off (PTO) Sick and Safe Leave and 2paid holidays.
• Eligible for medicaldental vision and short- and long-term disability and life insurance.
• 401K with employermatch.
• Zoo individualmembership plus guest passes.

Disclaimer:

Thestatements above are intended to describe the general nature and level of workbeing performed by employees assigned to this classification. They arenot intended to be construed as an exhaustive list of all responsibilitiesduties and/or skills required of all personnel so classified. Thereforemanagement reserves the right to revise the job or to require that other ordifferent tasks be performed when circumstances change.

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