Supervisor of Guest Experience

Job Overview

Position: Supervisor, Guest Experience

Status: Full Time or Part Time; FLSA Hourly Non-Exempt

Department: Guest Experience

Reports to: Manager, Guest Experience

POSITION OVERVIEW

Located along the Space Coast in Melbourne, Florida, the Brevard Zoo is an AZA-accredited facility with a diverse collection of over 900 animals representing nearly 200 species. It is also home to the Sea Turtle Healing Center for rehabilitation of wild marine turtles. Brevard Zoo is well-known for its strong conservation ethic and unique attractions, such as kayaking through the Africa area, giraffe feeding, rhinoceros and various other animal encounters.

The Supervisor, Guest Experience is responsible for providing leadership to the guest experience teams during operational hours, including ensuring safe operations, cash handling, communication with team, and assisting Manager with overseeing daily operations. Additionally, this position serves as the Manager on Duty (MOD) in the absence of the Manager.

QUALIFICATIONS

EDUCATION AND RELEVANT EXPERIENCE REQUIREMENTS

REQUIRED:

· High school diploma required.

· Minimum of 6 months of relevant experience.

PREFERRED/DESIRED:

· Previous experience operating POS systems within a sales environment.

CERTIFICATIONS/LICENSURE:

· First Aid/CPR certification required. Training provided by Brevard Zoo.

PERFORMANCE RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

· Provide outstanding customer service to guests by being welcoming, knowledgeable, friendly and enthusiastic.

· Ensure all members of the team are effective in their ability to provide quality experiences to Zoo guests by conducting frequent staff training, mentoring, and observation of team performance.

· In coordination with Manager, ensure the Guest Experience team has the ability to upsell experiences.

· Assist Manager with the oversight of the guest experience, including addressing onsite guest issues, maintaining adequate staffing, ensuring guest inquiries are responded to in a timely manner, and handle any guest concerns with appropriate strategies.

· Mentor team members on department operations and procedures in a positive manner, including conducting daily team briefings prior to opening.

· In the absence of Manager, serve as the Manager on Duty, including overseeing daily park operations, resolution of guest incidents, and coordinating emergency responses.

· Accountable for safe operations of all Zoo attractions, including performing continual safety checks throughout the day.

· Report concerns directly to Manager or Department Director.

· Work as an integral part of the Zoo team and communicate effectively with colleagues, management, and other departments.

KNOWLEDGE, SKILLS AND ABILITIES:

· Cash handling.

· Operation of a POS system.

· Strong communication and interpersonal skills.

• Knowledge of all department operations.

PHYSICAL DEMANDS/WORK ENVIRONMENT

PHYSICAL REQUIREMENTS:

(L) Light work

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects. If the use of arm/leg controls require exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated as light work.

POTENTIAL ENVIRONMENTAL CONDITIONS/HAZARDS:

Indoor office environment most often with frequent movement and facilitation of experiences in an outdoor setting regularly. Routine exposure to extreme heat and weather conditions. Requires Sitting, Standing, Walking, Bending, Stooping, Kneeling, Finger Dexterity, Talking, Hearing, and Visual Acuity frequently.

WORK SCHEDULE:

May be required to work weekends and nights as necessary.

TRAVEL:

This position may require the operation of a Zoo vehicle.

The above information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Performance of this job will be evaluated in accordance with the Zoo’s policies on evaluation of personnel.

Equal Employment Opportunity and Non-Discrimination Statement

East Coast Zoological Society of Florida, Inc., dba Brevard Zoo, is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

We do not tolerate discrimination or harassment in any aspect of employment, including recruitment, hiring, promotion, compensation, benefits, training, transfer, termination, or any other terms and conditions of employment.

Employees and applicants are encouraged to report any concerns regarding discrimination or harassment, and retaliation for reporting such concerns is strictly prohibited.

Brevard Zoo is committed to an inclusive environment where employees are encouraged to be their authentic selves. We value the diverse qualities, perspectives, and experiences of all individuals. Join us in sharing the joy of nature to help people and wildlife thrive.

Job Type: Full-time

Pay: $17.60 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Are you willing to undergo a pre-employment background check in accordance with local laws and regulations?
• Are you willing to undergo pre-employment drug screening in accordance with local laws and regulations?

Education:

• High school or equivalent (Required)

Work Location: In person

Salary : $18