General Purpose
Working as a partner to the Chief Advancement Officer (CAO) this position is responsible to plan, coordinate and direct all guest services activities and operations that include: ticketing, guest experience, onsite membership and customer service.
Our comprehensive compensation package includes Medical/Dental/Vision, Employee Assistance Program, 401k, 10 Paid Holidays, Paid Sick and Paid Vacation time on an accrued basis. The minimum pay for this position is $70,000.00 per year. Offers will be based on the successful candidate's experience.

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Essential Functions*

• In partnership with the Marketing department, develops cross-departmental focus groups to continually grow our Guest Experience.
• Trains and mentors all staff to demonstrate the highest level of Guest Experience.
• Works with CAO and HR to create onboarding that clearly defines each team member’s role in guest services.
• Participate in recruiting and hiring Guest Services Leadership Team
• Work with CAO to develop and implement all operation procedures related to Guest Services
• Manages the schedules for the Guest Services Leadership Team
• Provide training, coaching, and oversight to Guest Services Leadership Team.
• Oversees Guest Services Leadership staff performance, providing performance evaluations, general feedback, and correction when appropriate
• Acts as Incident Commander and Communications Lead for the Zoo’s Safety roster
• Maintains other guest services such as Photo Booths, Penny Machines, etc.
• Works in conjunction with Guest Services Manager to be the CRM point person for ticketing
• Use historical data and create reports that assist with oversight of guest experience programs to strategize, evolve, and implement new programs and procedures to create the best guest experience.
• Execute promotional plans developed by Marketing and Development Team
• Work with CAO to prepare and manage the budget for Guest Services.
• Perform other duties as assigned.

Leadership Responsibilities

• Facilitates effective communication between the CAO and Guest Services staff on a regular basis, ensuring that Zoo news, department updates, and other information is provided in a timely manner to the appropriate parties.
• Ensures efficient and effective workflow, making appropriate logistical decisions and planning for current and future department needs.
• Provides training, mentoring and coaching to Guest Services staff, ensuring the training is consistent with current position needs and cross-functional opportunities
• Monitors safe work practices for all.

Management Accountabilities

• Customarily and regularly exercises discretion and independent judgement during the course of the work day. Actively demonstrates leadership through actions, reactions, decisions, and professional demeanor. Practices solution based problem solving and learns from mistakes. Works with the team to find solutions and asks for help when you need it.
• Reports to meetings/activities fully present, prepared and punctual. Thoughtfully prioritizes needs in order to be respectful of each other’s time. Respond to emails and other communications in a timely manner. All written communication contains professional and proper language. Demonstrates follow through and is accountable for the management of the team.
• Willingly engages the team/Zoo staff and proves to be an inspirational leader. Actively create connections that encourage open and honest communication with all.
• Remains accessible to the Zoo staff by cell phone. Uses professional courtesy and only call/texts on day off in the event of an emergency.
• Provides regular performance feedback to reporting staff. Completes timely and appropriate written evaluations that highlight strengths and areas of improvement.

Qualifications/Basic Job Requirements

• Bachelor’s degree in Hospitality, Marketing or related field, or equivalent combination of education and experience.
• Minimum five years of Guest Services management experience
• Minimum of three years experience with CRM/Ticketing system
• Proficiency with Microsoft Office suite is required.
• Highly organized and comfortable with planning across multiple teams and vendors.
• Self-starter, who can work independently and proactively to resolve issues.
• Valid California driver’s license and a clean driving record, preferred.
• Excellent written and verbal English communications skills required. Bilingual (Spanish or Hmong) communication skills a plus.
• Ability to work evenings, weekdays, weekends, and holidays.

Physical Requirements
These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, the Zoo may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

• Close visual acuity to perform an activity such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading. Color perception is also required.
• Ability to receive detailed information through oral communication (in person and via telephone), at normal speaking levels with or without correction.
• Expressing or exchanging ideas by means of the spoken word. The employee must convey detailed or important spoken information to others in individual and small group settings.
• Hand and finger dexterity sufficient for typing and other administrative tasks.
• The employee is regularly required to lift and/or carry up to 10 pounds, and occasionally up to 25 pounds.

Work Environment

• This position regularly works with others including Zoo executives and employees.
• The position primarily functions indoors, with frequent exposure to outdoor Zoo environments and external events.
• Occasional local travel may be required.

Job Type: Full-time

Pay: $70,000.00 per year

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