BioPark Guest Services Manager

City of Albuquerque•Albuquerque, NM

14d

About The Position

The BioPark Guest Services Manager manages a variety of Biological Park visitor services, educational programs, and activities; coordinates activities with other divisions, outside agencies, and the public; and provides complex staff assistance to higher-level management. The role is responsible for organizing, staffing, and operating guest services and educational activities, as well as planning and managing their marketing and development. This includes overseeing admissions and ticketing, tours, field trips, special events, visitor feedback, interpretive materials, and program experiences. The manager evaluates program effectiveness, attendance, popularity, and customer satisfaction, and recommends improvements to procedures and services. The role also directs assigned staff and participates in budget development and administration. Duties may include other related responsibilities and committee service.

Requirements

Bachelor's degree from an accredited college or university in business administration, communication, biology, or a related field; directly related education and experience may be interchangeable year for year.
Seven years of experience developing, implementing, and maintaining informal guest services and educational programs in a high-volume, customer-focused environment.
Four years of supervisory experience, included within the required experience.
Valid New Mexico Driver's License or ability to obtain one within 90 days of hire.
City Operator's Permit (COP) within six months of hire.

Responsibilities

Organize, staff, and manage the operational activities of Biological Park guest services and educational programs.
Plan and manage marketing for guest services and educational programs; assess visitor needs and develop or maintain programs accordingly.
Oversee ticketing and admissions operations, including sales analysis.
Plan and coordinate tours, field trips, and special events.
Help develop and implement guest services goals, objectives, policies, and priorities; recommend and implement policies and procedures.
Evaluate guest services programs, identify improvement opportunities and resource needs, and implement improvements.
Monitor program efficiency, effectiveness, and customer satisfaction; recommend procedural changes.
Collect and analyze attendance and service popularity data, and prepare written information and analyses.
Promote visitor and educational programs, determine promotion methods, and coordinate implementation with appropriate staff.
Oversee development of interpretive materials, messaging, and guest program experiences.
Plan, direct, coordinate, and review assigned staff work plans, assignments, projects, and work products; address staff problems.
Select, train, motivate, and evaluate assigned employees; address performance deficiencies and implement discipline or termination procedures.
Develop methods for gathering guest feedback and respond to escalated guest concerns and complaints.
Participate in budget development and administration, forecast funding needs, monitor expenditures, and recommend adjustments.
Attend professional group meetings and keep abreast of trends and innovations in the assigned program area.
Serve on committees and perform related duties as required.