Manager of Uptown Guest Services Operations

Audubon Institute • New Orleans, LA

377d

About The Position

The Manager of Uptown Guest Services Operations is responsible for overseeing the daily operations of the Guest Services department at the Audubon Zoo. This role focuses on coaching and managing staff to ensure high levels of guest satisfaction and service quality. The manager collaborates with the Guest Service Director to meet strategic objectives and maintain a friendly atmosphere that promotes superior guest service. Key responsibilities include staff training, performance evaluation, and implementing guest service strategies to enhance the overall guest experience.

Requirements

• Minimum five years managerial experience.
• Excellent customer service skills.
• Strong coaching, development, and team building skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Ability to resolve conflicts appropriately.
• Demonstrated experience with guest service problem solving.
• Strong time management and organizational skills.
• Excellent leadership skills.
• Working knowledge of MS Word, Excel, and Outlook.

Nice To Haves

• Retail and/or accounting experience.
• Experience in managing departmental budgets.
• Knowledge of 35/70mm format film and/or digital projectors.
• Theatre management experience.

Responsibilities

• Manage day-to-day operations of the Guest Services department.
• Coach and manage Guest Services staff and supervisors.
• Ensure guest satisfaction and service quality standards are met.
• Provide exemplary performance for staff to follow.
• Identify themes and recommend improvements based on guest service feedback.
• Respond to guest needs and recommend action plans for service failures.
• Train new hires on guest service commitments and standards.
• Empower employees to deliver excellent guest service.
• Evaluate guest services employees and maintain employee files.
• Prepare monthly managers schedule and assist supervisors with staff scheduling.
• Develop guest service supervisors through mentoring.
• Manage human resources functions including recruiting and training.
• Maintain a positive work environment and address employee concerns.
• Monitor and maintain acceptable turnover levels.
• Report facility attendance and revenues to the Director of Guest Services.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Performing Arts, Spectator Sports, and Related Industries
• Education Level: High school or GED