Guest Services Event Operations Manager

General Summary

The Guest Services Event Operations Manager oversees and executes Guest Services and DEAI events and programs, serving as the onsite contact during special event days. This position works closely with the department’s directors and supports equipment and technology set up for other Zoo departments.

About the Role

This position supports daily operations of the Zoo and serves as Manager on Duty when necessary. It also contributes to the Zoo’s mission to save wildlife and protect wild places, and supports its environmental, social, governance sustainability, conservation, education, and DEAI goals.

Essential Functions

• Facilitate the daily staffing and operation of the Guest Services area, including opening and closing of appropriate locations, problem-solving, training, securing of funds, etc., in conjunction with fellow Managers and in accordance to company SOPs;
• Maintain exceptional standards of customer service, cleanliness and physical appearance of all locations and staff;
• Plan operational strategy to maximize revenue contribution and level of service;
• Lead or assist in planning, coordinating, and implementing Guest Services and DEAI events;
• Support at Brew at the Zoo and OktoBEARfest required as well;
• Assist with vendor coordination and service scheduling to support event programs;
• Maintain and organize Zoo and departmental supplies and equipment, including inflatables and decorations, giveaways and prizes;
• Lead or assist with equipment and technology setup of all Zoo rentals, events and education and development programs;
• Review department web pages to make sure event information is accurate;
• Work collaboratively with to create event collaterals such as posters, banners, handouts for internal and external promotion of Zoo events and programs;
• Prepare weekly schedules for all seasonal, part-time, and full-time departmental staff;
• Interact with guests in a friendly, professional, and informed manner that promotes the Zoo’s message of conservation;
• Ensure working order of equipment and maintain supplies to meet operational objectives;
• Provide guest controls, including challenging situations;
• Ensure compliance of cash handling policies and procedures;
• Maintain risk and safety management processes for the Guest Services Department;
• Comply with Zoo accident and incident standards;
• Effectively work with risk and safety partners and ensure department and staff are prepared for disaster and emergency response for guests and staff;
• Lead or assist in the training for event equipment and technology;
• perform event setup and breakdown, assist with onsite oversight and execution of event days;
• Respond to event-related inquiries and event confirmation emails with guests and vendors;
• Provide superior customer service by answering questions anticipating guest and member needs, escalating issues when appropriate and meeting or exceeding guest expectations;
• Collaborate with the Volunteer Department to ensure Zoo volunteers are assigned volunteer roles and managed appropriately during Guest Services and DEAI events as well as other assigned volunteer stations the support the department;
• Create and send post-event reports and follow ups to assess event success, gather feedback and identify opportunities for retentive business.

Communication (Internal And External)

• Cultivate, evaluate, and train staff, rendering discipline when necessary;
• Collaborate with the Senior Director of Guest Services Strategies on all matters concerning personnel;
• Support in the recruitment, hiring, training, evaluating and disciplining of all staff;
• Cook with other departments as necessary to fulfill any special needs relating to Guest Services (i.e. Events).

Management Of Resources (Financial, Human Resources, Facilities)

• Cultivate, evaluate, and train staff, rendering discipline when necessary;
• Collaborate with the Senior Director of Guest Services Strategies on all matters concerning personnel;
• Support in the recruitment, hiring, training, evaluating and disciplining of all staff;
• Cook with other departments as necessary to fulfill any special needs relating to Guest Services (i.e. Events).

Qualifications

• Minimum of two years in a supervisory management position;
• Minimum of three years related experience in the hospitality or retail industry;
• Proficiency with Google Workspace, Microsoft Office software, and web-based applications required;
• Familiarity with Point-Of-Sale systems preferred;
• Familiarity with business cash handling procedures;
• Valid driver’s license required;
• Floral or event design a plus.

Education

• Bachelor’s Degree in Business, Hospitality, Recreation, Tourism, or related discipline (education may be substituted in lieu of relevant experience) preferred.

Working Conditions

• Must be able to stand and remain active for an eight-hour shift;
• Must be able to walk large areas of the Zoo as needed;
• Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and/or wet conditions;
• Ability to work a flexible schedule to include weekends, holidays, and special events;
• Must be able to exert up to 50 pounds of force to lift, push, pull, carry, or otherwise move objects;
• Exposure to potential environmental hazards such as poison oak/ivy, uneven terrain, insect bites/stings, and Hepatitis B depending on the position.

Equipment

• Must be able to operate a variety of equipment including computer, telephone, two-radio, hand tools, power tools, golf cart, rides, etc.

Benefits

• Excellent benefits package including 24 days of Paid Time Off (PTO), Sick and Safe Leave, and 2 paid holidays.
• Eligible for medical, dental, vision, and short- and long-term disability and life insurance.
• 401K with employer match.
• Zoo individual membership plus guest passes.