Description

Department: Guest and Member Services

Supervisor: Manager of Guest and Member Services

Supervises: Guest and Member Service Leads & Ambassadors

FLSA Status: Full-Time, Regular, Non-Exempt

Starting Pay Rate: $27.92/hour

Application Submission Deadline: 4/15/2024

General Statement:

The Guest and Member Services Assistant Manager assists in managing the daily operations of Guest and Member Service venues including Admissions, School Group Entrance, Directional Staff, Turnstiles, Stroller/Wheelchair Rentals, Membership Booth, Reception, and Call Center support, as well as Zoo retail venues including ScooterPals, Carousel, Camel Rides, Safari Cruiser Station, Stingray Bay, Giraffe Encounter and Seasonal venues. Additionally, this position is responsible for ensuring exceptional standards of guest service, hiring/orientation/training, and assists with management, scheduling, motivation, and evaluation of staff.

Essential Duties:

1. Provides quality guest service to both internal and external guests by maintaining a WILD (friendly, helpful, positive, and professional) working attitude and appearance.
2. Maintains exceptional standards for guest service, cleanliness, and physical appearance within all locations of the department.
3. Assists in managing the daily operations of Guest and Member Service venues.
4. Assists with receiving and responding to guest and member service inquiries and complaints in person, via email and over the phone as well as conducting front line decision-making and problem solving in a WILD manner.
5. Demonstrates creativity and initiative to enhance the member and guest experience, ensuring that it is friendly, enjoyable, and efficient.
6. Collaborates with the Manager of Guest and Member Services and Guest and Member Relations team to ensure execution of the staffing plan for scheduling of a cross-trained labor pool that effectively supports the fluctuating daily and seasonal business needs.
7. Assists in creating and executing an on-going orientation, training, and guest service training programs for staff.
8. Coaches and motivates staff, documenting infractions and addressing performance in an objective, consistent, timely manner.
9. Assists with supervising and evaluation of employees in accordance with established Zoo and departmental policies.
10. Collaborates with Guest and Member Relations team to develop, execute and support membership training and processes.
11. Supports marketing and membership initiatives by executing sales and promotions.
12. Leads morning staff meetings and communicates any Zoo and department information.
13. Assists with creating and managing an effective signage plan.
14. Assists with tracking, monitoring, and reporting of attendance, revenue, and expenses.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments.)

Qualifications

1. Bachelor’s degree preferred.
2. High school diploma or equivalent required.
3. Minimum of six months supervisory experience required in fast-paced guest service environments.
4. Excellent written and verbal communication skills.
5. Ability to provide exceptional guest service to both internal and external guests.
6. Strong computer and technology skills to work within an integrated data system that includes Gateway Galaxy Ticketing System, Raiser’s Edge, When-To-Work, Salesforce and Paycom or experience with these or similar systems preferred. Additional aptitude with Microsoft Word and Excel required.
7. Able to work weekends, evenings, holidays, and school breaks.
8. Ability to stand for extended periods of time, up to 15 hours.
9. Ability to work outdoors in extreme weather conditions.
10. Ability to periodically lift up to 25 pounds 4 feet off the ground.
11. Ability to pass pre-employment background check and drug test.