JOB SUMMARY
Guest Services is a fast paced, multi-faceted department responsible for a variety of guest experiences, public events, and revenue collections at parking, ticketing /admissions, rides, attractions and other general operation needs at the Dallas Zoo. The Park Services Assistant Manager is responsible for the custodial team’s day-to-day operation, and ensuring Dallas Zoo guest facilities and amenities are at our best. Additional, this position supervised the team that performs the installation and strike of Zoo Lights and other public and catered events event setup and take down.
A wide variety of guest service related duties are performed including shift supervision and training for Guest Services staff members, opening/closing attractions and events as necessary. This position cultivates a well-trained work force and strives to provide Zoo guests the “Best Day Ever”. They are also called upon as a point of contact in person or via telephone for zoo visitors, staff and business professionals. This position reports directly to Guest Services Managers and their duties are performed both indoors and outdoors.
SPECIFIC DUTIES AND RESPONSIBILITIES
• Provide daily supervision of team members including coaching, counseling, and mentoring.
• Assists with hiring, training and evaluating staff performance.
• Coordinate staff activities by scheduling, planning, and organizing workloads and assignments.
• Open and close Guest Services operations, parking lots and attractions. Monitor staffing levels to ensure appropriate service levels for guests and safety
• Oversees shift supervisor to accomplish installation and strike (take down) of events including tents, props, and lighting at the close of the exhibitions and coordinates daily activities to accomplish multiple set ups/strikes for events.
• Develop training materials. Participate in department and zoo-wide trainings.
• Trains staff on Guest Experiences operations and event crew on equipment operation.
• Perform audits for cash handling and access control and inventory of event items.
• Follows event orders and plans for desired results.
• Attends planning meetings.
• Maintains orderly appearance of work area and keep supplies stocked. Cleans event areas as needed.
• Complete assigned paperwork, including end of shift paperwork, and reports in a timely and accurate manner and maintain computerized data.
• Monitor supply costs, service levels and labor costs to help assure compliance to established budget
• Complete and coordinate daily and project work with other team members to achieve positive results.
• Support conservation and recycling efforts.
• Sets lighting and other displays as needed.
• Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging guests.
• Comply with safety and environmental standards. Ensures safe practices are followed including the use of PPE.
• Works safely among guests and animals.
• Interacts with vendors on proper set up parameters.
• Operate two-way radio and communicates with Zoo staff.
• Operate various equipment including points of sale/cash registers, computer, boom lift, and hand tools
• Respond to emergencies as directed.
• Other duties as assigned.
QUALIFICATIONS
• Able to work calmly under pressure, juggle multiple tasks & projects simultaneously and make quick decisions in a fast-paced environment while maintaining a pleasant attitude.
• Ability to effectively respond to and potentially diffuse an upset guest.
• Ability to effectively supervise staff and work activities.
• Self-motivated with ability to work with little or no supervision, take initiative to solve issues as they arise and accept constructive criticism as given.
• Desire to be an integral part of a team and work together to accomplish goals.
• Ability to demonstrate a welcoming and cooperative attitude and demeanor toward guests, staff and volunteers.
• High degree of adaptability. Must be able to shift priorities seamlessly while remaining efficient and effective.
• Must be able to establish and maintain an effective rapport with all levels of management, employees, and Zoo guests.
• Excellent written and verbal communication skills.
• Strong organizational and planning skills
• Knowledge and ability to operate standard office equipment such as a personal computer, multi-line telephone, two way radio, and photo copier and the ability to operate typical point of purchase equipment including cash registers, visa machines (or, ability to learn existing point of sale equipment.)
• Must understand the value and need for meeting deadlines and communicating effectively about doing so.
• Commitment to the mission and values of the Dallas Zoo.
• Must have a high school diploma or GED
• Must have two years experience in a high volume guest focused operation.
• Must have a valid Driver’s license.
WORK ENVIRONMENT
• Regularly works irregular hours, including nights, holidays and weekends, as needed.
• Ability to exert light physical effort in sedentary to light work. This may involve some lifting, carrying, moving, pushing, and/or pulling of objects/materials of medium weight (25-50 pounds). Some climbing on ladders or over obstacles is required. Tasks may also involve significant periods of standing or walking outside during events, as well as during event set-up or break-down times.
• Must be able to follow oral and written instructions.
