Guest Services Supervisor - Membership

Tulsa Zoo-posted about 1 month ago
Full-time • Manager
Tulsa, OK
101-250 employees
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Guest Services Supervisor - Membership is responsible for overseeing the daily operations of the membership program, focusing on member engagement, sales and renewals. The role supports the Admissions & Membership team and collaborates with other Guest Services department supervisors to enhance the overall guest experience.

  • Hire, supervise, and lead the Admissions & Membership team, ensuring staff are well-trained, motivated, and delivering exceptional service, while hosting regular team meetings to review performance and identify improvements.
  • Work some weekends and evenings as required.
  • Monitor and address member interactions to ensure high service standards, serve as the primary contact for inquiries, and communicate benefits, events, and offers to enhance engagement. Collaborate with the Admissions Supervisor to improve the member experience and manage timely responses to membership email inquiries.
  • Oversee daily Admissions & Membership operations, ensuring efficient ticketing systems, promptly addressing technical issues with relevant teams, supporting the Membership Coordinator with services and database management, and ensuring compliance with policies.
  • Develop and implement training on membership sales, renewals, and benefits, mentor team members, and collaborate with the Admissions Supervisor to cross-train staff for team flexibility.
  • Implement strategies to maximize membership sales and renewals through upselling and promotions, analyze sales data to adjust strategies, and collaborate with the Admissions Supervisor to encourage upgrades during guest interactions.
  • Coordinate member-exclusive and supplementary events with the relevant teams, ensuring high-value experiences, and oversee logistics for member benefits.
  • Manage the membership budget and inventory for promotional items and supplies, ensuring efficient use of resources and timely reordering, while collaborating with the Admissions Supervisor on shared resources and budget planning.
  • Prepare reports on membership performance, including sales, renewals, and retention, using analytics to identify trends and areas for improvement.
  • Continuously seek innovations to enhance membership benefits, retention, and engagement by staying updated on industry trends, proposing new strategies, and collaborating with the Admissions Supervisor to improve the overall guest and member experience.
  • 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.
  • 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.
  • Free family-level Tulsa Zoo membership
  • Medical, dental, and vision benefits beginning your first day of employment
  • 401k
  • Unlimited mental healthcare at no cost to you
  • Food, beverage, and retail discounts on zoo grounds
  • Generous paid time off plans
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