Park Experience & Special Events Manager

Toledo Zoo•Toledo, OH

7d•Onsite

About The Position

The Toledo Zoo & Aquarium has been educating, inspiring, and providing enjoyment to our community for over 100 years. Come and be a part of an organization where you can work and have fun at the same time. Our Park Operations team is currently seeking a full-time Park Experience & Special Events Manager who is passionate about learning new things and giving our guests the best possible experience. Under general supervision, this position oversees part-time park operations staff for the Zoo, ensuring the best possible guest experiences. They assist the Vice President of Park Operations in the management and review of Special Events, and the Park Operations exhibit interpreter staff as well as gate admissions, parking, amusement rides, Visitors Services front desk. In addition, this person will support preparation and implementation of the yearly Park Operations annual operating budget with direct involvement in the planning and implementation of Special Events such as LiveNation concerts, Zoo to Do, Lights Before Christmas as well as monthly attendance driving events in collaboration with the Communications Department. Special focus will be on establishing operating procedures, labor standards, visitor engagement and measuring guest analytics within the Park Experience portion of the Park Operations Department. This position reports to the Vice President of Park Operations, is hourly non-exempt under the Fair Labor Standards Act and requires forty hours per the scheduled work week.

Requirements

Vocational/technical school training required in a related field with one to two years of supervisor experience in Park Operations or related field in Special Events, cash handling, and general maintenance; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities.
Must be 21+ years of age
Must possess a valid drivers’ license and be insurable by the fleet insurance carrier.
The Toledo Zoo is a drug-free workplace, including marijuana.

Nice To Haves

Bachelor's degree in Marketing, Business Management or other related study preferred.

Responsibilities

Assists with the hiring, firing, and promoting of part-time and seasonal staff members for the Park Operations Department, which consists of between 20 and 120 staff depending on the time of year.
Manages and supervises on grounds credit card activities for the Gate Admissions, exhibit interpretive areas, events as well as Parking, Amusement Rides, Aerial Adventure, Zipline and other areas as directed by the Vice President of Park Operations.
Develop and write standard operating procedures ensuring the Park Operation teams are set up for success while delivering the best possible guest experience. This includes annual review and adjustments for Gate Admissions, Exhibit Interpreters, Special Events and other areas as directed by the Vice President of Park Operations which may include Parking Admissions, Visitors Services front desk, Amusement Rides and others.
Oversee the Exhibit Interpreter and evening event staff within the Park Operations Department. This includes the weekly creation of the part-time schedule for these staff members, assuring proper staffing levels for both daytime and nighttime events.
Oversee the creation of the weekly part-time schedule in coordination with the Park Operations Manager, this includes checking over the first draft of the schedule so to verify the shift dates and times for each employee aligns with their availability while also assuring proper coverage for departmental operation.
Works with the Vice President of Park Operations and the IT department to ensure that the Odoo ticketing system is updated and remains user friendly for both in park and online sales. Additionally, the Odoo data to create customer analytics to better correlate admissions and buying patterns.
Coordinates and monitors inventory of equipment and tools ensuring they are in proper working condition; coordinates with other visitor services managers and the Vice President to ensure facilities and equipment are in proper working order; coordinates work projects between Park Operations and Zoo Maintenance Department through the TZ work order system.
In the absence of the Vice President of Park Operations, this position, and in coordination with the Park Operations Manager, serves as a senior leader for the Park Operations team. This involves instructing; assigning and reviewing work; planning; maintaining standards; coordinating activities; training new seasonal employees; allocating personnel; acting on employee problems; selecting new employees; and recommending transfers, promotions, disciplinary actions and salary increase.
Research and analysis of current trends in the attractions and Zoological industries to ensure that the Toledo Zoo stays current with pricing and offerings in order to remain competitive while maximizing guest spending.
Will be instrumental in the review and development of guest flow through animal exhibits, new attractions and any special event offerings to maximize visitation and guest enjoyment.
Assists the Vice President of Park Operations in the development and implementation of the Park Operations annual operating budget.
Directly work with the Catering, Communications and Development Departments so to coordinate Park Operations staff needs for after-hour events. This will include overseeing all setup needs as directed by the Catering Department.
Works with the Vice President of Park Operations to established guidelines, monitoring and controlling departmental expenditures while meeting guest expectations.
Work directly with various Animal Management staff and Curators with regards to Park Operations interpreter job duties within exhibits such as the Penguin walkthrough, Aquarium Touch Tank, Emerson exhibit, Giraffe Feed Deck and the Petting Zoo. Emphasis to be put on the safe operation of these exhibits while making the experience informative for guests. Will require continuous upkeep of animal information for each exhibit so to relay to staff accordingly.
Work directly with the Vice President of Park Operations in all concert operations. This includes but is not limited to preparation prior to the events such as lining up forklift rentals, porta-john units, furniture and assuring the venue is cleaned and prepped prior to the event. Manages day of activities such as parking buses and semis, setting up seating for the event and prepping the venue for that evening, assuring proper staffing levels through the event, assisting the VS box office ticket sales staff during the event, and generally overseeing any and all concert operations through load out at the end of the event.
Plans, implementations, supervise set up and break downs for various Zoo functions & events- i.e. Vineyard Adventures, Dart Frog Dash, Zoo-To-Do, MUS concerts, Wild about Art, ProMedica Days, Whirlpool Day, Little Boo & Pumpkin Path, Lights Before Christmas, etc.
Prepares, processes and/or maintains a variety of reports and records including journals, correspondence, maintenance reports, training guides, annual reports, purchase orders, evaluations, work orders, memos, accident reports, reprimands, transfer logs, payroll forms, employee status forms, pre-inspections, state logs and records for ride safety and maintenance, etc.
Handles visitor complaints and/or questions and concerns dealing with park operations and other areas of the Zoo.
Operates, utilizes and maintains an assortment of equipment and machines including computer cash registers, train, carousels, repair equipment, sound equipment, Trams, carts, calculators, computer, Cushman’s, radios, hand tools, parts and materials, viewers, lockers, picnic tables, tables and chairs, Forklift, lighting programs, etc.
Interacts and communicates with subordinates, co‑workers, immediate supervisors, supervisors in other departments, maintenance personnel, visitors, vendors, inspectors, etc.