If you thrive on helping customers, love to problem solve, have some supervisory experience, and are looking for a very interactive job in a fun and busy work environment: we may have the dream job for you right here in beautiful Santa Barbara! Do what you love while contributing to our mission.
The Santa Barbara Zoo is seeking a full-time Guest Services Supervisor.
Position Status: Regular, Full-Time, Non-exempt, Hourly
Schedule: Sunday - Thursday, 8-hour shift between 8:30 AM to 5:00 PM, with ability to work events based on business needs Compensation: $24.22- 25.70 / hour
You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position
SUMMARY: Under general direction of the Director and Manager of Events & Guest Services, the Guest Services Supervisor is responsible for the day-to-day operations of the Guest Service programs, ensuring the highest levels of guest service and team engagement. The Guest Services Supervisor promotes the Zoo and its mission through planning, developing, coordinating, facilitating, implementing and evaluating the guest service operations and programs.
ESSENTIAL DUTIES:
Collaborate with Manager of Events & Guest Services and colleagues to develop, revise, and evaluate programs in line with the Department Operation Plan
Ensure staff engagement and trains and coach staff to ensure they are meeting assigned goals and consistently meeting great guest services standards
Schedule and supervise staff to support operations, including leading the hiring and training process
Act as Duty Manager when assigned. Ensure Guest Services operations are running smoothly and all guest issues are addressed professionally and in a timely manner
Assist Manager with developing, improving, and implementing guest services policies, programs, and procedures
Support the development of departmental budget and monthly forecasting updates to ensure a positive year-end outcome
Enforce works schedules and ensures staff accountability. Collaborate with manager to set optimal staffing levels to ensure the best guest experience in a fiscally responsible manner
Develop and direct daily and weekly work assignments/projects
Oversee reservations operations and manage online reservation programs
Provide support and supervision to staff
Perform entrance line management on busy days
Recognize problems as they occur and contributes to the resolution of these problems
Trouble shoots POS systems
Manage Lost and Found program
Assist the Events & Guest Services Manager and Director with Special reports and projects
Schedule and train all show staff for SB Zoo educational shows
Update yearly show scripts including special event show scripts
Supervise train conductors staff weekly schedule
Assist guests and team members with positive correspondence, phone interactions, and in person interactions
Answer reservations telephone lines and respond to phone calls, voice mails, and e-mails promptly
When required, forward calls, emails, and voice messages to the appropriate party in a timely manner
Refer to appropriate person, official or department when necessary
Organize and process outgoing and incoming email correspondence
Perform transactions for all programs as needed through Counterpoint, Razor’s Edge, Outbound, or Online Software
Coordinate all online ticketing functions for guests and team members
Generate specific Counter Point Reports, and all Online Ticket Sales Reports as needed
Monitor response metrics through call logs, team member management, etc. to ensure communication and resolution are completed within established timelines
Assist with screening new candidates
Assist with all School and Group program scheduling, sales, administration, and onboarding
Must be knowledgeable of all zoo admissions and membership policies and pricing
Adhere to the Zoo’s policies and procedures as outlined in the Employee Policy Manual
Must have the ability to project a professional image while representing the zoo
Apply and exemplify “green” (sustainable) practices whenever possible
Attend all-employee meetings
Manage stage operations and participates in the development process
Assist in enhancing our guest experience on a continual basis
Lead teams in a positive professional fashion
Assist in staff development, coaching, mentoring, and sales techniques
Interact with customers, performing the duties of a GS staff as necessary
Respond to all guest inquiries, comments and criticisms in a timely manner, in accordance with the guest relation’s procedures, involving supervisor if necessary
Answer phone calls promptly, professionally, with a friendly smile
Assist with special event staff management as necessary
Perform all functions necessary from opening to closing of business
Respond to emergencies as needed
Train, and help evaluate GS staff as appropriate, in conjunction with Events & Guest Services Manager
Adhere to and enforce schedules, beginning, ending times, meal breaks and breaks, covering for breaks as needed
Promote positive internal communication within and between departments
Ensure the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work area clean, picking up trash while out in Zoo and parking lot, and reporting unsafe or unsightly conditions
Other duties as assigned to maintain efficient and quality zoo operations
SECONDARY DUTIES:
Guest Relations:
Greet every Guest within 10 feet with a warm smile, and every guest within 5 feet with a friendly “hello”
Thank guests for supporting and visiting the Zoo
Ensure the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, and reporting unsafe or unsightly conditions
Associate with guests to assist and share information
Maintain a clean neat appearance; adhere to the Zoo’s uniform dress code and enforce it with staff
Answer phone calls promptly and with a smile
Follow all assigned scripts
Respond to all guest inquiries, comments, and feedback in a timely manner, and in accordance with the guest service procedures
Maintain all records, spreadsheets, and customer data while maintaining guest confidentiality
Take responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings
Reflect the Zoo’s core values and the qualities outlined in the Guest Relations Statement and the Employee Pledge
POSITION CRITERIA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge; skill, ability; and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is part of a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Education and Experience:
High School Diploma or GED required.
Some College preferred.
Experience in operations, guest service, or hospitality required.
Minimum 1 year related managerial experience necessary.
License, Certification, or Preferred Qualifications:
Valid California driver’s license with good driving record is desirable.
TB tests and Tetanus vaccinations as necessary.
First Aid and CPR certification preferred.
Skills, Knowledge and Abilities:
Proven team player with strong leadership skills, and ability to relate well to diverse audiences and large groups of people
Ability to meet deadlines and operate under time pressure, with various interruptions
Ability to work in busy office environment, with a positive outlook
Ability to handle large, multifaceted events/programs with composure
Ability to envision and implement innovative solutions and ideas
Knowledge of computer software including desktop publishing and database programs
Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
Ability to exercise safe work habits
Awareness of, sensitivity to, and empathy with animals
Effective Supervisory skills
Basic knowledge of business related terminology and practices
Ability to organize, plan, collaborate, implement, and evaluate guest service satisfaction
Ability to arrive to work on time and maintain a positive attendance record
Ability to gather, analyze and report on data collected
Ability to gather information and make changes to guest experience as necessary
Ability to work and communicate effectively with multiple staff
Ability to read reports, receipts, and other statements; and ability to properly handle currency
Ability to properly lift and carry light supplies and materials
Ability to effectively and proactively train and supervise employees
Ability to make independent decisions and delegate responsibility and duties
Working knowledge of Microsoft Office Suite
Must be able to type a minimum of 35 wpm
Must have a minimum of 6 months experience supervising others
Customer service and cash handling experience preferred
Outgoing and friendly personality
Self-motivated and able to work without direct supervision
Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
Ability to communicate in writing and orally in English, and ability to follow verbal and written directions
Strong organizational skills
Ability to talk to others to convey information effectively with a service orientation
Ability to perform several job duties at once and multi-task effectively
Ability to perform arithmetical calculations without the use of a calculator
Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to recognize when there is a problem
Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times (active listening skills)
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Available to work weekends and holidays
Participates in special team assignments as assigned
Participate in special events as assigned
Must be flexible and perform other duties as assigned
Performs research as assigned
Assists other departments with office work during off peak seasons as assigned
Assists with managing meeting spaces as assigned
Physical Demands & Work Environment:
Ability to work effectively in shared open space office environment with frequent interruptions
Must be able to lift 75 pounds occasionally during shows and 10 or fewer pounds frequently
Ability to exert a negligible amount of force frequently or constantly push, pull or otherwise move objects
Ability to negotiate the zoo work environment, including behind-the-scenes, lawns, gravel, hilltop, and attic storage
Must be physically able to operate a variety of machines and equipment including electric carts, telephones, printers, projectors, and copiers
Involves working out-of-doors in all weather conditions
Supportive and open employment culture
Ability to work some week-ends, holidays, and events
Tools Used:
Electric cart
Standard office equipment; telephone, copier, printer, facsimile machine, calculator
Personal Computer and software (Word, Excel, Outlook…)
Projectors
Two-way radio
Hand tools
Monitors
Video camera
Zoo vehicle
BENEFITS & PERKS:
Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!
Free parking M-F, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases, access to the San Diego Zoo Global Academy platform, professional development and lunch & learn opportunities, 403(b) and SEP Retirement plans
Comprehensive benefits package for FTR staff, voluntary supplemental insurances, zoo membership, paid sick leave, a paid conservation day, a paid Zoo Day to visit another AZA accredited institution, paid time off to take your pet to the vet, and much more...
You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position
Please make sure to check your spam folder if you do not see an email response from the Zoo.
This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer/President, or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.
The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.
At this time, the Zoo does not sponsor employment or internship visas.