Guest Services Supervisor - Admissions

Tulsa Zoo•Tulsa, OK

19h

About The Position

Guest Services Supervisor - Admissions is responsible for overseeing the daily operations of admissions, ensuring an efficient and seamless guest entry process. The role supports and leads the Admissions & Membership team and collaborates with other department supervisors to enhance the overall guest experience.

Requirements

Must be 18 years or older, possess a valid driver’s license, and be insurable on TZMI’s insurance carrier.
Must be able to work weekends, evenings, and holidays.
Must have a high school diploma or GED; at least three years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of TZMI employees, managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, proportions, percentages, algebra, geometry, fractions, ratios, and decimals and apply them to practical situations and units of American money.
Microsoft Word; Microsoft Excel; Microsoft PowerPoint or Prezi; point of sale system such as Altru or equivalent preferred; payroll system such as Paycor or equivalent preferred; Internet Browser(s)- Explorer, Chrome, Safari, etc.

Nice To Haves

point of sale system such as Altru or equivalent preferred
payroll system such as Paycor or equivalent preferred

Responsibilities

Hire, supervise, and lead the Admissions & Membership team, ensuring staff are well-trained, motivated, and delivering excellent service, while managing schedules and hosting regular meetings to review performance and identify improvements.
Work some weekends and evenings as required.
Collaborate with the Membership Supervisor and other departments to enhance guest entry experiences, while serving as the primary contact for guests with comments or concerns.
Oversee daily Admissions & Membership operations, ensuring ticketing systems function efficiently, coordinating with relevant teams to resolve issues, streamlining guest entry, and maintaining compliance with policies.
Develop and implement training on admissions procedures, mentor team members with ongoing feedback, and collaborate with the Membership Supervisor to cross-train staff on membership duties for team flexibility.
Implement strategies to maximize admissions revenue through upselling, monitor sales data to meet goals, and collaborate with the Membership Supervisor to promote membership upgrades during guest interactions.
Assist in managing the admissions budget, monitor and replenish admission supplies, and collaborate with the Membership Supervisor on shared resources and budget planning for the Admissions & Membership team.
Prepare regular reports on admissions performance, including attendance, ticket sales, and guest satisfaction, using analytics to identify trends and areas for improvement in the admissions process.
Continuously seek innovations in admissions by staying updated on ticketing technologies and best practices, propose improvements to streamline processes and enhance satisfaction, and collaborate with the Membership Supervisor to improve guest and member experiences.
Effectively communicate and demonstrate interpersonal skills with all levels of employees in a clear and professional manner.
Demonstrate and adhere to TZMI’s workplace values.
Know and follow zoo policies and procedures, including emergency protocols.
Attend and participate in staff meetings and assigned training sessions.
Other duties may be assigned to you.