Lead Visitor Services Specialist
About The Position
The Lead Visitor Services Specialist supports the Guest Services Supervisor in daily zoo operations, including ticket sales, cash handling, customer service, and crowd and traffic management, all while adhering to zoo policies and procedures. This role focuses on enhancing the guest experience within Admissions and Experiences, supporting the training of new hires, and assisting team members as needed. The Lead Visitor Services Specialist also provides coverage when the Guest Services Supervisor or Rides and Attractions Supervisor are absent. This position promotes a positive culture of collaboration, accountability, and respect.
Requirements
- Current resident of Wisconsin.
- Possession of a valid Wisconsin Driver’s License, able to be maintained throughout employment.
- Possession of a High School Diploma or GED equivalent.
- One (1) or more years of experience in Customer Service, Cash Handling, Time Management, Business, or a related field.
- Previous Supervisory or Management experience.
- Intermediate knowledge of all related computer and software applications, such as word processing and spreadsheets.
- Intermediate knowledge of Point-of-Sale Systems.
- Intermediate knowledge of Electronic Computerized Gate System, View Gate, and Ticketing Cameras within six (6) months of start date.
- Able and willing to work irregular hours with overtime, weekends, or shift rotation.
Nice To Haves
- Two (2) or more years of post-high school education in Hospitality, Tourism, Business Management, Conservation, Education, or Zoo Administration.
Responsibilities
- Deliver exceptional customer service while monitoring daily staff performance and addressing any issues to ensure a high-quality guest experience.
- Ensure a smooth and welcoming entry process for all guests, including service recovery when needed, managing guest concerns, and providing support to the Admissions and Experiences team to maintain a positive and seamless experience.
- Assist the Guest Services Supervisor in overseeing daily zoo operations, including labor and revenue tracking, customer service, team communication, emergency drills, and incident response.
- Lead the daily pre-shift meeting for the Admissions and Experiences team and support cash handling, including pick-ups and reconciliation.
- Assist the Guest Services Supervisor with the preparation of point-of-sale reports, creation of repair work orders, and documentation of preventative maintenance.
- Support daily operations by participating in events and ensuring smooth communication of sales and operational details across the team.
- Lead the team, including Visitor Services Specialists and seasonal/hourly Zoo Workers, ensuring excellent service and adherence to zoo policies.
- Assist the Guest Services Supervisor with onboarding and training approximately 70 seasonal Zoo Workers annually, organizing daily Admissions and Experiences assignments, supporting daily events and operational needs, and providing coverage in the Supervisor’s absence.
- Continuously evaluate and plan for improvements within Admissions and Experiences by analyzing guest needs and preferences to identify opportunities for enhancing revenue and the overall guest experience across all locations.
- Perform all other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
