Events Manager

Santa Barbara Zoo • Santa Barbara, CA

9d • Onsite

About The Position

The Events Manager is responsible for working under the direction of, and in collaboration with the Director of Events & Guest Services, colleagues, partners, vendors, and other stakeholders to plan, coordinate, execute, and evaluate mission-focused, high quality, cost effective, and revenue-generating events and guest experiences that attract and engage guests and contribute to the overall success of the Santa Barbara Zoo and its mission.

Requirements

• Bachelor's degree in event management, hospitality, guest services, marketing, or a related field (or equivalent experience) preferred
• Minimum five years of paid experience in events and guest services including a minimum of four years in managing and leading teams
• Proven experience in event planning and execution and guest services management, preferably in a zoo, entertainment, or hospitality industry
• Strong organizational and project management skills, with the ability to handle multiple tasks simultaneously and successfully
• Budgeting and financial management experience. Experience negotiating contracts, invoices, and managing budgets successfully
• Proficient in use of MS Office applications (Word, Excel, Outlook, etc.) and use of various electronic platforms
• Reliable transportation to and from work
• Successful completion of a Department of Justice LiveScan background check
• First Aid/CPR certified pre-trained or onsite training
• Position will require onsite, weekends, as well as some evenings and holidays
• Schedule flexibility required based on business/seasonal needs
• Excellent oral and written communication and interpersonal skills to work effectively with diverse stakeholders prior, during, and after events and guest experiences
• Ability to ascertain staff training needs and provide access to applicable trainings
• Ability to manage own time and the time of others in an efficient and effective manner
• Ability to develop and maintain professional, productive, and respectful relationships with colleagues, vendors, volunteers, and other stakeholders
• Ability to successfully manage and lead a team in the context of Events and Guest Services, delegating to a team properly and making sure everyone has what they need to perform their job successfully
• Must have a degree of skill in logistics and project management, to properly plan the details and anticipate potential problems that may arise
• Creative mindset with the ability to develop engaging event concepts and experiences
• Ability to accurately plan and coordinate all operations involved in events successfully
• Ability to perform several job duties at once and multi-task successfully
• Excellent organizational and administrative skills
• Strong business analytics experience
• Type 65 wpm
• Ability to follow verbal and written directions
• Ability to remain professional and level headed in challenging and/or high intensity situations
• Ability to remain firm and positive when working to de-escalate negative guest or vendor behavior
• Team oriented and skilled at collaborating.
• Ability to energize, motivate and support staff with open communication, trust, respect and a collaborative approach at all times
• Ability to learn and adapt quickly in a constantly changing environment
• Ability to work with strong attention to detail
• Enjoy working with and serving diverse populations
• Ability to think quickly, be adaptable and flexible, and apply good judgement and problem resolution under pressure.
• Ability to make adjustments as needed
• Outgoing and friendly personality
• Self-motivated and able to work without direct supervision
• Strong cash handling skills
• Available to work weekends, holidays and some evenings
• Reliable and punctual attendance habits
• Excellent conflict management and resolution ability
• Ability to exercise safe work habits
• Requires the ability to access all areas of the facility
• Must be able to participate in operational practices: includes ability to lift and move 30 lbs., and occasionally lift and/or move up to 50 pounds, climb stairs or ladders, and manipulate basic tools of the job, stand/walk for four continuous hours at a time and throughout shift during events
• Involves walking out-of-doors in all weather conditions
• Ability to exert a negligible amount of force frequently or constantly push, pull or otherwise move
• Ability to bend, squat, lift, push/pull up to 40 pounds without assistance
• Will have to stoop, kneel, crouch or crawl occasionally
• Will regularly be required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
• Close vision is required to check identifications, membership cards, etc. and computer and register buttons and screens.
• Distance vision is necessary for adequate crowd control
• Reflects a supportive and open employment culture
• Requires flexible schedule, including most weekends and some holidays and evenings
• Requires the ability to work effectively in a shared open-office environment with frequent interruptions
• Involves working indoors and outdoors in all weather conditions
• May occasionally be exposed to aggressive/angry people
• Must enjoy working in a fast-paced work environment

Nice To Haves

• Business Administration Experience a plus

Responsibilities

• Reports directly to Director of Events & Guest Services
• Ensures Events and Show departments staff are equipped to provide a high-quality guest experience at all times
• Manages time cards review and preparation for payroll weekly, with associated conversations and paperwork for Events and Show Cast departments in a timely manner; Reviews weekly with Director of Events & Guests Services
• Manages the hiring, onboarding, basic discipline, and coaching of staff for Events and Show Cast departments
• Manages the coordination, facilitation and participation in group interviews, individual interviews, and all related schedules for the Events and Show Cast departments effectively
• Assist Director of Events & Guest Services to develop and manage budgets for assigned departments, monitoring expenses and revenue.
• Track and report guest experience metrics, including attendance, satisfaction, and revenue.
• Implement long-term strategies to enhance the Zoo’s guest experience.
• Assists in ensuring consistent productive operating practices by identifying areas for potential revenue generation, reduction of costs, and more efficient procedures
• Collaborate with other departments including Advancement, Animal Care, Facilities, Food & Beverage Education, Marketing, Membership, and Security on daily operations and event planning.
• Places department orders, tracks shipping, and submits and manages expense reports
• Oversees cash handling procedures and POS transactions
• Ensures that team actions and programs align with the zoo’s Mission and core values
• Ensures processes to maintain a positive, collaborative, enthusiastic culture
• Manages the Event Coordinator, Event Lead(s), Event Hosts positions, Show Cast Coordinator, Show Cast Lead, and Show Cast Ambassadors
• Manages the event spaces based on the event calendar to ensure all event spaces are pre-set or planned to be set within 24 hours of all events/meetings
• Manages the reception, communications, booking, and reservations for Admissions and Attractions, as well as Event planning, such as animal encounters, birthday parties, and special/private events, as needed for each event
• Assists in the de-escalation and resolution of guest incidents and concerns in a professional and timely manner
• Assists in the planning of events’ logistics, as needed, including coordinating/scheduling additional Events & Show Cast staff as needed for each event
• Assists in managing & tracking all event & show department expenses such as rentals, labor costs, and other expenses for all events
• Manages and develops event recap notes for all events and leads event debrief meetings as applicable
• Manages seasonal décor plan for all areas of the Zoo in collaboration with other departments
• Manages the Show Supervisor, Show Leads, & Show Staff positions
• Assists the Director of Events & Guest Services in managing the Show staff in all capacities, including scripted stage shows, immersive spaces, guest experience training, de-escalation, and daily standard operations of the Guest Services departments
• Manages updates, implementation, and monitoring of the effectiveness of training collateral and scripting
• Ensures that daily data is entered in the system and assists with analyzing available information
• Assists with the management of daily experiences for guests of all ages
• Ensures that daily documentation and data are properly completed and assists with analyzing available information
• Ensure compliance with all Zoo, state, and federal safety standards and protocols
• Manages the scheduling and communication, booking, and reservations for all aspects of the Transportation Team
• Provide training, mentorship, and leadership to guest experience team members by assisting staff in developing necessary skills to provide our guests with a “quality personal experience that connects guests with animals,” (aka Hedgehog)
• Develops initial disciplinary documentation for review with Director of Events & Guest Services, and schedules disciplinary meetings as directed, in collaboration with Director of Human Resources as appropriate
• Oversees onboarding coordination, session implementation, and development; ensures implementation of programs, trainings, meetings, and all other staff development takes place in a timely manner, with the intent of achieving the Santa Barbara Zoo’s mission statement and the Hedgehog concept
• Assists with managing the staff scheduling in a manner that prioritizes operational needs with the Director of Events & Guest Services' approval
• Encourages, supports, and exemplifies the highest ethical standards to ensure the continued development of the institution and the profession
• Ensure cross-department collaboration to deliver a seamless guest experience
• Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual
• Attends all bi-monthly all-employee meetings
• Attends all professional development classes assigned by the Director of Events & Guest Services
• Professionally and positively represents the Zoo as a Zoo Brand Ambassador
• Greets every guest with a smile
• Thanks guests for supporting/visiting the Zoo
• Handles guest service recovery, inquiries, and accident reports according to Zoo guest relations procedures
• Ensures the Zoo’s presentation standards for cleanliness and maintenance are met, by keeping the Zoo clean, picking up trash, and reporting unsightly or unsafe conditions
• Ensures staff provide guests with the best zoo experience possible
• Answers phone calls, voice mails, and e-mails promptly and professionally
• Adheres to and enforces all Zoo entrance policies at all times
• Adheres to all cash handling procedures as outlined in cash handling policies
• Reflects the qualities outlined in the Guest Relations Statement and the Employee Pledge
• Associates with guests to assist and share information
• Maintains a clean, neat appearance and adheres to the Zoo’s uniform dress code
• Takes responsibility to stay informed about happenings at the Zoo, such as reading emails, employee communications, and attending meetings
• Coordinates and executes guest-related activities such as tabling events, surveys, and promotions
• Assists with new employee orientations and onboarding, providing position-specific training
• Responds to all guest inquiries, comments, and concerns in a timely manner, in accordance with the Guest Relations’ Procedures
• Responds to minor guest-related accidents and reports in accordance with the Guest Relations’ Procedures. Major accidents are to be handled by the manager on duty or Security
• Responds to and aids in the recovery of lost children as outlined in the Lost Child Protocols
• Assists in promoting the sale of memberships and processes the paperwork
• Associates with guests to share information, identify their needs, and make their experience a more personal one
• Implements procedures to optimize parking capacity
• Offers additional services such as escorting guests to their destination of inquiry
• Thanks the guests for their visit and continued support of the Zoo
• Other Event & Guest Services duties as assigned by management

Benefits

• Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!
• Free parking, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases
• Access to the Collabornation learning platform, professional development, and lunch & learn opportunities
• Comprehensive benefits package for FTR staff, voluntary supplemental insurances, zoo membership, 13 paid holidays, paid sick leave, paid vacation time, 403(b) and SEP retirement plans, 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...

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level