Attraction & Transportation Enhancement and Compliance Manager - San Diego Zoo Safari Park

Job Summary

The Attractions and Transportation Enhancement and Compliance Manager oversees the Attraction and Transportation Guest Services team and leads operational enhancement and compliance process improvement initiatives. This role reports to the Director of Guest Services.

Key Responsibilities

• Maintains knowledge of current, relevant ASTM and ANSI regulations promoting a safe environment.
• Collaborates with Facilities, Risk Management, and Safety to ensure compliance and incident prevention of all technical guest service operations.
• Collaborates with third-party inspections and other compliance reviews, providing records and materials for review and addressing action items.
• Oversees and leads the guest services team, ensuring staff engagement and involvement in employee development and performance management.
• Manages appropriate staffing needs to support operations, including the hiring and training process.
• Builds collaborative and engaged teams focused on excellent internal and external customer service.
• Develops, trains, and coaches team members using performance standards and strategizing measurable goals and growth objectives.
• Ensures team member engagement through development initiatives and performance management.
• Enhances operational efficiency through special projects as assigned.
• Promotes quality assessment of improvements by partnering with internal departments.
• Responsible for the safety, readiness, appearance, efficiency, and quality of all programs in the assigned areas.
• Develops processes and strategic plans to improve program efficiency and profitability.
• Exercises fiscal responsibility of each department budget.
• Oversees the preparation of assigned annual budgets for the departments within the Guest Services Connections teams.
• Makes adjustments to ensure a positive year-end outcome based on monthly financial reports.
• Develops, plans, implements, and improves guest service programs, policies, and procedures.
• Innovates strategies to connect front line team members with SDZWA initiatives to inspire guests.
• Incorporates guest engagement and wildlife interpretation into training and performance standards that inspire team members to share Zoo conservation stories and assist guests as they discover their superpower as allies striving for a world where all life thrives.
• Cultivates and develops relationships across all departments to support SDZWA’s mission to create an outstanding guest experience.

Qualifications

• 3 years minimum of progressively responsible supervisory experience required.
• 3 years customer service management experience required.
• A Business Administration, Travel & Tourism, Communications, or Recreation Management Degree preferred.
• IAAPA Certified Attractions Professional within 90 Days preferred.

Skills and Knowledge

• Experience effectively leading teams and developing team members.
• Ability to manage internal and external customer interactions with a high level of tact and diplomacy.
• Highly skilled at planning administrative procedures.
• Able to effectively communicate both verbally and in writing.
• Able to operate moderately complex computer software programs.

Benefits

• Free admission to the San Diego Zoo and the San Diego Zoo Safari Park
• Family Passes
• Complimentary Tickets
• Free Parking at the San Diego Zoo & San Diego Zoo Safari Park
• Local and In-House Discounts
• Employee Assistance Program
• Wellness Program