What are the responsibilities and job description for the Visitor Services Manager position at Zoological Society?
Position Title: Visitor Services Manager Job Code:
Department: Visitor Services Job Grade:
Reports To: Director of Visitor Services FLSA Status: Salaried; exempt
Job Summary
The Visitor Services Manager is a dynamic leader who champions exceptional guest experiences and ensures seamless daily operations across the zoo. This pivotal role combines strategic decision-making, team leadership, and hands-on coordination to create a welcoming, safe, and memorable environment for every visitor. Key responsibilities include staff supervision, scheduling, training, policy enforcement, and emergency response.
Key Responsibilities
- Lead the Visitor Services management team to deliver outstanding guest service and operational excellence
- Make real-time decisions to optimize visitor flow and satisfaction
- Monitor team performance and processes to uphold high service standards
- Design and deliver engaging training programs for all visitor-facing staff
- Coordinate seasonal staffing plans to ensure coverage during peak attendance periods
- Support fall-themed programming such as the Jack O 'Lantern Extravaganza and ZooBoo with tailored staffing and logistics
- Oversee winter operations with a focus on indoor guest experiences and outdoor programming, including Wild Illuminations and Penguins on Parade
- Analyze seasonal guest feedback to inform improvements for the upcoming year.
- Ensure add-on visitor experiences are available for key dates throughout the year and adequately staffed with well-trained team members
- Proactively report safety concerns to Maintenance, Security, and Animal Care departments
- Oversees and mentors Visitor Services management team members
- Represent Visitor Services at Safety Committee meetings
- Serve as the primary first aid contact when EMT or Director of Safety & Security are unavailable
- Oversee time approval and personnel matters to ensure accurate payroll and staff support
- Ensures staff are being utilized effectively and efficiently by planning and assigning meaningful tasks and assignments to ensure park operations run smoothly and visitors have the optimal guest experience
- Communicate policy updates and zoo-wide news to staff in the Director's absence
- Represent Visitor Services in leadership meetings when the Director is unavailable
- Collaborate with the Director to define performance benchmarks and evaluation criteria
- Develop and enforce policies and procedures that enhance the visitor experience
- Resolve guest inquiries and complaints with empathy and professionalism across all channels
- Escalate complex issues to the Director when necessary
- Identify opportunities to create a more inclusive and accessible zoo experience for all
- Stay current on zoo safety protocols and emergency procedures
Additional Duties
- Take on other related responsibilities as needed to support the team and visitor experience
Performance Factors
- Attendance and Dependability: Demonstrates reliability and timely completion of responsibilities
- Communication and Contact: Communicates clearly and effectively with staff, guests, and stakeholders
- Relationships with Others: Fosters positive, professional relationships across departments and with the public
- Guest Experience and Park Presentation:
- Respond promptly to visitor inquiries or direct them to appropriate staff
- Maintain thorough knowledge of exhibit, restroom, concession, and rental locations
- Resolve customer concerns and de-escalate challenging situations with care
- Ensure cleanliness by disposing of litter and maintaining park standards
Qualifications
- Bachelor's degree in Hospitality, Business Management, or equivalent experience
- Minimum 5 years of supervisory experience in guest services or operations
- De-escalation, crisis management and First Aid certification preferred
- Proven leadership, problem-solving, and team-building skills
- Excellent communication and conflict resolution abilities
- Proficiency in staff scheduling and time approval systems
Work Environment
- Blend of office work and active engagement throughout zoo grounds
- Ability to stand, walk, and respond swiftly to emergencies
- Flexibility to work holidays and evening special events
- All work performed on grounds
- At least one weekend day will be part of regular work schedule
