Attraction & Transportation Enhancement and Compliance Manager - San Diego Zoo Safari Park

San Diego Zoo Wildlife Alliance•Escondido, CA

2d•$87,264 - $98,172•Onsite

About The Position

The Attractions and Transportation Enhancement and Compliance Manager is responsible for the Attraction and Transportation Guest Services team. In addition, this position leads operational enhancement and compliance process improvement initiatives. The Attractions and Transportation Enhancement and Compliance Manager is responsible for Guest Service operations and programs by ensuring the highest levels of guest service and team engagement and reports to the Director of Guest Services.

Requirements

3 years minimum of progressively responsible supervisory experience required.
3 years customer service management experience required.
Experience effectively leading teams and developing team members.
Ability to manage internal and external customer interactions with a high level of tact and diplomacy.
Highly skilled at planning administrative procedures.
Able to effectively communicate both verbally and in writing.
Able to operate moderately complex computer software programs.
Able to operate moderately complex computer software programs.

Nice To Haves

Business Administration, Travel & Tourism, Communications, or Recreation Management Degree preferred.
IAAPA Certified Attractions Professional within 90 Days preferred.

Responsibilities

Maintains knowledge of current, relevant ASTM and ANSI regulations promoting a safe environment, including the operation, maintenance, and inspection of technical guest service operations.
Collaborates with both Facilities, Risk Management, and Safety regularly to ensure compliance and incident prevention of all technical guest service operations, identifying and implementing corrective actions as necessary.
Coordinates and supports third-party inspections and other compliance reviews, providing records and materials for review and addressing action items resulting from the audit.
Provides oversight and leadership to the guest services team and ensures staff engagement.
Is involved with employee development and performance management of the team.
Manages appropriate staffing needs to support operations, including the hiring and training process.
Builds collaborative and engaged teams focused on excellent internal and external customer service.
Develop, train and coach team members using performance standards and strategizing measurable goals and growth objectives.
Ensures team member engagement through development initiatives and performance management.
Enhances operational efficiency through special projects as assigned.
Partners with internal departments for quality assessment of improvements.
Responsible for the safety, readiness, appearance, efficiency and quality of all programs in the assigned areas.
Develops processes and strategic plans to improve program efficiency and profitability.
Exercises fiscal responsibility of each department budget.
Oversee the preparation of assigned annual budgets for the departments within the Guest Services Connections teams.
Monitor monthly financial reports to ensure net targets are met and expenses are controlled.
Make adjustments where necessary to ensure a positive year-end outcome.
Develop, plan, implement and improve guest service programs, policies and procedures.
Innovate strategies to connect front line team members with SDZWA initiatives to inspire guests.
Incorporate guest engagement and wildlife interpretation into training and performance standards that inspire team members to share Zoo conservation stories and assist guests as they discover their superpower as allies striving for a world where all life thrives.
Cultivate and develop relationships across all departments to support SDZWA’s mission to create an outstanding guest experience.