Guest Services Manager

City of Manhattan, KS•Manhattan, KS

50d

About The Position

The Guest Services Manager contributes to the overall mission of Sunset Zoo by developing, coordinating and providing oversight of all guest experience functions. This includes the day-to-day management of the Zoo's ticket booth, retail and food service operations; professional and administrative support to event rental clients; and coordination of the Zoo's special events. When supporting events and managing the admissions, food and retail operations, the position will collaborate with staff, volunteers, clients, community partners and sponsors to develop and implement unique and distinctive on-site experiences while increasing attendance at the Zoo. This position is responsible for providing excellent customer relationship management, handling all rental inquiries and managing front-line staff to ensure each Zoo guest has a positive experience. Position serves on the Zoo's Administrative Team, as well as the Emergency Response Team. The Guest Services Manager supervises one paid part time Guest Services Coordinator, six to eight part time Guest Services Staff, and three to four part time Event Staff.

Requirements

High school diploma, GED, or equivalent and 3 years' experience in customer service driven sales and or customer service experience.
Experience with public speaking and formal presentations
Experience in event planning.
Valid driver's license

Nice To Haves

Bachelor's degree in Hospitality Management, Marketing, or Public Relations.
Experience in in customer service driven sales and or customer service experience in a special events environment.
Supervisory Experience
Experience in hospitality management, marketing, ales, or related field.

Responsibilities

Directs the coordination of guest services and special events.
Recruits and retains event rental clientele through excellent customer relationship management. Responsible for responding to leads and providing facility tours; managing needs of clients, vendors, meeting planners and internal staff to deliver innovative and memorable events; and post-event evaluation.
Acts as a key staff member in an administrative leadership role in both Administrator On Duty and Emergency Response Team contributing to the daily operations and executing the required responsibilities associated with those roles is a requirement of the Association of Zoos and Aquariums (AZA).
Runs or manages various emergency situations related to Zoo Operations involving building and grounds related emergencies, staffing, holidays and weekends, and dates the Zoo is closed due to emergency, animal care policies, communications and development related inquires, etc.
Ensures the safety of our guests, staff, animals, addressing any issues or emergencies with appropriate staff and protocol.
Undergoes regular training as AOD and ERT to ensure the proper response is executed during emergencies which include;
Zoo's live-action drills and tabletop drills.
Annual completion of the Zoo's firearm training
Maintain First Aid/CPR certification
Manages all aspects of the Zoo's guest service operations in the ticket booth, gift shop and concessions stand.
Establishes and maintains event sales database for the purpose of event correspondence and to track event sales and fees and cultivate future sales.
Establishes and maintains record keeping systems for regular reporting on the budget and revenues of the Zoo's event sales and guest service operations.
Manages for all aspects of the retail, admissions, and food and beverage service operations. Directs staff on inventory management, production processes and merchandising decisions, attainment of budget and revenue goals, safe practices, cash handling procedures and assessment of staffing levels.
Responsible for logistical planning aspects of event rentals and community special events, including setup and delivery, furniture arrangements, technical, audio-visual needs, and support services, including the supervision of Zoo staff and volunteers as needed.
Manages event sales and guest service revenues while identifying and pursuing new opportunities to increase event and guest service sales
Plans, implements and coordinates annual programming to support the Zoo's special events.
Performs a wide variety of management tasks related to guest service operations and event rental sales including human resources practices, financial, record keeping and reporting systems, processes and procedures.
Understands the City's cash management procedures and basic accounting skills to ensure proper business management and cash transactions.
Hires and trains staff members, as needed.
Provides supervision and oversight of applicable staff.
Coordinates schedules of applicable staff.
Administers City of Manhattan Policies and Procedures in a consistent manner.
Ensures employees supervised demonstrate productivity, competence, and high morale, as well as utilize employees' skills and abilities.
Conducts performance planning and evaluations for employees in a timely manner, to include development of goals, objectives, and deadlines.
Resolves routine personnel issues or problems.
Leads and manage staff with clear and consistent communications.
Attends meetings and training.
Prepares reports.
Performs on-call duties as needed.
Manages stress brought about when interacting with potentially irate and or defensive customers.
Regularly attends community and/or regional events to successfully generate event sales leads.
Ensures compliancy with all applicable regulations, policies, and procedures in all duties.

Benefits

Boot, Clothing and Vehicle Allowances, if applicable.
City issued Cell Phone, if applicable.
Retirement/Pension - City employees are required by statute to contribute to the Kansas Public Employees Retirement System (KPERS). Voluntary retirement contributions are offered with Nationwide, Mission Square, and Empower KPERS 457.
Medical, Dental, Vision - The City offers an excellent benefits package that includes wellness, medical, vision, dental, and prescription drug benefits.
Paid Holidays - 10.5 paid holidays per year plus one additional floating holiday.
Paid Vacation - 12 to 26 days per year based on years of service.
Paid Sick Leave - 12 days per year.
Paid Parental Leave - up to 6 weeks of paid leave.
Education Reimbursement, Professional Development. Certifications/Licensure - The City will reimburse up to $8,000 per calendar year for tuition and fees. Professional Development funds are based on department budget. Certification/licensure may be reimbursed by the City.
Other Benefits - Long-term disability, employer paid group life insurance, basic life insurance, employee assistance program and an array of voluntary benefit options.