The Santa Barbara Zoo is hiring a Guest Services Supervisor to support the Guest Services Team. The Guest Services Supervisor promotes the Zoo and its mission through planning, developing, coordinating, implementing, and evaluating the guest service operations and programs.
Requirements
- 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
- Performs transactions for all programs as needed through Counterpoint, Razor's Edge, Outbound, or Online Software
- 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
- 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
- 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
Benefits
- 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
- 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
- Paid conservation day
- Paid Zoo Day to visit another AZA-accredited institution
- Paid time off to take your pet to the vet
