Manager, Guest Services - Attractions & Parking

Oakland Zoo•Oakland, CA

About The Position

The Manager, Guest Services – Attractions & Parking plays a vital role in creating a welcoming and supportive environment for everyone who visits the attractions at the zoo. This role ensures a safe, efficient, and engaging guest experience by leading ride operations staff, enforcing safety and operational policies, cultivating a positive workplace culture, and ensuring staff are trained, scheduled, and developed effectively. They oversee the daily operations of the Oakland Zoo Rides Area, and the rides personnel associated with Gondola Transport to the California Trail, and overflow parking when needed. The Manager, Guest Services - Attractions & Parking has extensive knowledge of the operation of all amusement rides and works closely with maintenance in support of gondola transport operations. They ensure the safety of all visitors, answers guest questions and provide consistent, friendly, and helpful guest service. The position oversees a full-time Assistant Manager, 4-5 supervisors, and a team of part-time ride operators and parking assistants.

Requirements

High School diploma or GED âââ5 years of relevant working experience
1 - 3 years experience supervising a team of at least 10 staff
Demonstrated ability to navigate complex customer service situations, and utilize conflict management skills
Able to instruct staff in and hold them accountable to policies and procedures
Able to learn to operate various rides and trouble-shoot problems with ride operation
Valid Driver’s License and good driving record (ability to obtain authorization from the Zoo’s Insurance Carrier) for train operation
Able to work evenings, weekends and holidays
Collaboration – builds trusting relationships with both internal and external stakeholders across our organization and community-wide and approaches differences of opinion with curiosity and humility.
Communication – communicates respectfully and effectively with stakeholders across identities, both verbally and in writing
Dependability – demonstrates trustworthiness and reliability, including while working with little or no direct supervision
Flexibility – nimbly adapts to evolving priorities and urgent needs; handles intervals of high pressure while maintaining perspective and humor
Inclusive Culture - fosters a culture of mutual respect, transparency, collaboration and belonging which allows all employees to feel appreciated, included, and valued.
Organization – strong attention to details and able to build and/or maintain efficient systems
Passion – wholeheartedly believes in, represents, and models Oakland Zoo’s mission and PRIDE values at all times.
Relationship-Building - able to build and maintain trusting relationships and mutually beneficial partnerships with internal and external stakeholders
Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.
Wildlife Aware - understands mission to support the conservation and welfare of animals at The Zoo, locally and globally. This is demonstrated by a willingness/passion to reflect this mission in all actions and to continue to learn how to take action for wildlife.
Sustainability – oriented toward the mission and values of the Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department.

Responsibilities

Oversee management and performance of rides area and gondola transport, including staffing, appearance of area, managing special events within area, training of staff, and other managerial duties.
Ensure appropriate staff coverage of rides area and gondola transport during all operating hours.
Monitor customer service/customer relations. Address, respond to and resolve customer needs, questions, and complaints.
Manages planning and coordination of parking and guest flow on high capacity weekends, holidays, and special events.
Use Dynamic Scheduling models to maximize efficiency within budgetary limits.
Serve as a contact for third party vendors and partners.
Ensure accurate safety, inspection, and operational records are maintained
Responsible for hiring, dismissal and performance evaluations for Attractions team members, providing coaching, support & development and elevating concerns to the Director of Guest Operations when necessary.
Supervise, develop, train, and motivate assigned team members; maintain and enforce high standards of quality control, hygiene, health, and safety.