Guest Services Supervisor - Experience

Tulsa Zoo•Tulsa, OK

About The Position

Guest Services Supervisor – Experience is responsible for overseeing the daily operations of guest experiences including animal experiences, ensuring engaging and memorable interactions. The role supports and leads the Attractions & Experience team and collaborates with other Guest Services department supervisors and other departments 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 have a valid driver’s license and have been licensed to drive for at least one year.
Must have a driving record free of any infractions for the past 7 years.
Must successfully complete TZMI Train Engineer training program followed by a proficiency exam and evaluations.
Must have 20/40 vision in both eyes with or without corrective lenses, and a field of vision of at least 70 degrees in each eye. Must have the ability to recognize different colors of traffic signals.
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; digital checklist and inspection software such as Velocity 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
digital checklist and inspection software such as Velocity or equivalent preferred

Responsibilities

Hire, supervise, and lead the Attractions & Experience team, ensuring safe, efficient operations and conducting regular meetings to discuss goals, feedback, and improvements.
Work some weekends and evenings as required.
Monitor guest interactions to ensure high service standards, resolve issues, gather feedback to improve guest services, and serve as the primary contact for inquiries.
Oversee daily attraction operations, ensuring all rides, exhibits, and experiences are safe and functional. Coordinate guest components for animal experiences, including reservations and implementation of experiences with relevant teams.
Develop and implement onboarding and training programs focused on service, safety, and operations, while mentoring team members, providing feedback, and collaborating with fellow supervisors to ensure proper training/certification.
Assist in developing revenue strategies through new experiences and analyze sales data to adjust tactics and meet or exceed goals.
Prepare regular reports on team performance, experiences, and guest satisfaction, using analytics to identify trends, assess performance, and recommend improvements to enhance the overall guest experience.
Continuously seek innovative ways to enhance the guest experience by staying informed on industry trends, proposing new ideas aligned with Tulsa Zoo’s mission, and collaborating with the Attractions Supervisor to implement strategies that boost guest satisfaction and attraction appeal.
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.