Guest Services Supervisor

Santa Barbara Zoo • Santa Barbara, CA

1d • $26

About The Position

Under the general direction of the Director of Events & Guest Services and the Guest Experience Manager, the Guest Services Supervisor promotes the Zoo and its mission through planning, developing, coordinating, implementing, and evaluating the guest service operations and programs.

Requirements

• High School Diploma or GED required
• Some College Required
• Minimum of 1-year related managerial experience necessary
• Working knowledge of Microsoft Office Suite
• Must be able to type a minimum of 35 wpm
• Outgoing and friendly personality
• Self-motivated and able to work without direct supervision
• Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
• Ability to communicate in writing and orally in English and ability to follow verbal and written directions
• Ability to talk to others to convey information effectively with a service orientation
• Ability to perform several job duties at once; multi-task
• Ability to perform arithmetical calculations without the use of a calculator
• Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to recognize when there is a problem
• Ability to give full attention to what other people are saying, take time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times (active listening skills)
• Knowledge of principles and processes for providing customer and personal services; This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Available to work weekends and holidays
• Basic knowledge of business-related terminology and practices
• Ability to organize, plan, collaborate, implement, and evaluate guest service satisfaction
• Ability to gather, analyze, and report on data collected
• Ability to gather information and make changes to guest experience as necessary
• Ability to work and communicate effectively with multiple staff
• Proven team player with strong leadership skills, and the ability to relate well to diverse audiences and large groups of people
• Ability to meet deadlines and operate under time pressure, with various interruptions
• Ability to work in a busy office environment, with a positive outlook
• Ability to handle large, multifaceted events/programs with composure
• Ability to envision and implement innovative solutions and ideas
• Knowledge of computer software including desktop publishing and database programs
• Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
• Ability to exercise safe work habits
• Awareness of, sensitivity to, and empathy with animals
• Ability to work effectively in shared open space office environment with frequent interruptions
• Must be able to lift 75 pounds occasionally during shows and 10 or fewer pounds frequently
• Ability to exert a negligible amount of force frequently or constantly push, pull, or otherwise move objects
• Ability to negotiate the Zoo work environment, including behind-the-scenes, lawns, gravel, hilltop, and attic storage
• Must be physically able to operate a variety of machines and equipment including electric carts, telephones, printers, projectors, and copiers
• Involves working out-of-doors in all weather conditions
• Supportive and open employment culture
• Ability to work some weekends, holidays, and events

Nice To Haves

• TB tests and Tetanus vaccinations as necessary
• First Aid and CPR certification preferred
• Customer service and cash handling experience preferred

Responsibilities

• Collaborates with Events & GS Manager and colleagues to develop, revise, and evaluate programs in line with the Department Operation Plan
• Enforces work schedules and ensures staff accountability
• Oversees reservations operations and manages online reservation programs
• Assists guests and team members with positive correspondence, phone interactions, and in-person interactions
• Answers reservations telephone lines and responds to phone calls, voice mails, and emails promptly
• When required, forwards calls, emails, and voice messages to the appropriate party in a timely manner
• Refers to the appropriate person, official, or department when necessary
• Organizes and processes outgoing and incoming email correspondence
• Performs transactions for all programs as needed through Counterpoint, Razor’s Edge, Outbound, or Online Software
• Coordinates all online ticketing functions for guests and team members
• Generates specific Counter Point Reports, and all Online Ticket Sales Reports as needed
• Monitors response metrics through call logs, team member management, etc., to ensure communication and resolution are completed within established timelines
• Assists with screening new candidates
• Assists with all School and Group program scheduling, sales, administration, and onboarding
• Must be knowledgeable of all Zoo admissions and membership policies and pricing
• Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual
• Must have the ability to project a professional image while representing the Zoo
• Applies and exemplifies “green” (sustainable) practices whenever possible
• Attends all-employee meetings
• Manages stage operations and participates in the development process
• Assists in enhancing our guest experience on a continual basis
• Leads teams in a positive professional fashion
• Assist in staff development, coaching, mentoring, and sales techniques
• Interacts with customers, performing the duties of a GS staff as necessary
• Responds to all guest inquiries, comments, and criticisms in a timely manner, in accordance with the guest relation’s procedures, involving the supervisor if necessary
• Answers phone calls promptly, professionally, with a friendly smile
• Assist with special event staff management as necessary
• Performs all functions necessary from opening to closing of business
• Responds to emergencies as needed
• Trains, and helps evaluate GS staff as appropriate, in conjunction with Events & GS Manager
• Adheres to and enforces schedules, beginning, and ending times, meal breaks and breaks, covering for breaks as needed
• Promotes positive internal communication within and between departments
• All other duties as assigned
• Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping the work area clean, picking up trash while out in the Zoo and parking lot, and reporting unsafe or unsightly conditions
• Processes, records, and tracks Donation Requests, including Guest Passes and Employee Passes
• Maintains a clean, neat appearance and adheres to the Zoo’s uniform dress code
• Maintains positive communication skills
• Greets every Guest within 10 feet with a warm smile, and every guest within 5 feet with a friendly “hello”
• Answers phone calls promptly and with a smile
• Follows all assigned scripts
• Responds to all guest inquiries, comments, and feedback in a timely manner, and in accordance with the guest service procedures
• Maintains all records, spreadsheets, and customer data while maintaining guest confidentiality
• Associates with guests to share information, identify their needs, and make their experience more personal, providing the highest level of customer service and satisfaction
• Takes responsibility for staying informed about happenings at the Zoo (e.g. reading employee communications and attending meetings)
• Thanks guests for supporting and visiting the Zoo

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: Entry Level
• Education Level: High school or GED