Manager of Guest Engagement (Full-Time) Job at ZooTampa at Lowry Park
Are you passionate about animals and conservation?
- Are you the kind of person who is passionate about rescuing, rehabilitating and caring for animals?
- Do you care about creating exceptional, personal experiences with co-workers and guest?
- Do you want to work in a fun and immersive environment where your contribution impacts the mission of the organization?
If so, apply today, we are looking for a Full-Time Manager of Guest Engagement.
Position Summary
The Manager of Guest Engagement provides direct oversight to the daily operation, including but not limited to Expedition Wild Africa, Signature Encounters, and specialty tours. The Manager motivates, coaches, trains, and evaluates Guest Engagement personnel. This person performs standard opening and closing procedures, assists in other Guest Engagement areas as needed, and handles guest service-recovery in a professional and efficient manner.
Who We Are
ZooTampa at Lowry Park is one of the most popular zoos in the southeastern U.S., with over 1 million visitors annually. We have grown to what now encompasses 56 acres of naturalistic wildlife habitats in a lush, tropical garden setting with wide-ranging activities. The Zoo, accredited by Association of Zoos and Aquariums (AZA), offers popular educational programming, fun recreational amenities, up-close animal encounters and engaging seasonal events for which it has won awards as one of the country’s most family-friendly zoos.
Our mission is to rescue, rehabilitate and care for animals; create exceptional personalized experiences that connect people with wildlife and each other in fun, immersive ways.
Our vision is that everyone we touch is motivated to join us in taking action to protect and preserve wildlife.
Join us and become a part of creating unforgettable natural connections!
Your day to day
Essential Functions (Including, but not limited to):
- Conducts all activities in alignment with AZA standards and guidelines, all relevant laws and regulations, safety standards, and standards that ensure animal welfare.
- Delivers ZooTampa at Lowry Park's conservation messages.
- Responsible for all aspects of guest engagement programming that engages diverse audiences including development, implementation, evaluation, and growth.
- Works closely with other areas of the Zoo to create, strengthen, and ensure the safe and successful implementation of guest engagement programming including but not limited to, Expedition Wild Africa, Signature Encounters, and specialty tours.
- Coordinates staffing needs across the operation and programs to maximize the quality of content and guest experience.
- Oversees program activities and budgets.
- Communicates heavily with multiple departments throughout the day.
- Directly manages the Supervisors and Coordinator of Guest Engagement.
- Hires, motivates, coaches, trains and evaluates Full-time & Part-time Guest Engagement Guides who facilitate daily programming.
- Oversees daily operational duties including staff scheduling, opening/closing, daily briefings, customer service/recovery, staff deployment, crowd control, trouble shooting, and emergency response.
- Prepares supplies necessary for programs, which may include researching information and developing visual aids.
- Leads performance discussions, annual performance summaries and application of any corrective actions as necessary.
- Maintains and updates employee handbooks and procedure manuals.
- Provides progress summaries related to department's budget, tactics, and goals.
- Demonstrate a high level of proficiency in all Guest Engagement Department programs and act as a role model for the team.
- Other duties as assigned.
Qualifications:
- Bachelor’s degree or equivalent background in environmental education, biology, interpretation, zoology, or conservation.
- Certificates/Licenses/Registrations: NAI Certified Interpretive Guide or Certified Interpretive Guide Trainer preferred.
- Must have a valid FL driver’s license, have/maintain driving record acceptable to the Zoo, and pass a driver physical.
- Prior work experience at a zoo, aquarium, wildlife park, or science center preferred.
Skills and Experience:
- Minimum of two (2) years’ experience in supervision of personnel, project/program development, management, and non-formal education or any combination of education, training, and/or experience, which demonstrates the ability to perform the required duties.
- Must have excellent skills in educational programming and management, resource management, staff supervision, and customer satisfaction.
- Ability to communicate ideas and contribute effectively, both written and verbally.
- Strong interpersonal skills with ability to lead and motivate team members.
- Strong organizational, research, and editorial skills.
- Proficiency with personal computers, related software, and audio/visual equipment; familiarity with Office suite.
- Ability to manage multiple projects at one time and complete in a timely manner while maintaining a positive attitude.
- Ability to work with all ages and provide a high level of service to Zoo guests, program participants, and Zoo personnel.
- Ability to take initiative, produce work independently, and act on behalf of a team.
- Coaches in conflicts and problem solving.
Additional Requirements
- Must have the ability to physically and mentally maintain control during emergencies that may arise.
- Must be comfortable working with and around various species of animals.
- Ability to work and move about in extreme weather conditions typical to west central Florida (i.e. heat, rain, or cold).
- Must be able to tolerate exposure to dust, fumes, animal dander, odor, loud noises, motion, and vibrations
- Must be able to work on weekends, holidays, flexible daily hours, long shifts, as well as various evening hours.
Our Perks at ZooTampa
- Medical, Dental, Vision, Pet, Life Insurance, 403(b) Pension Plan
- Vacation and sick time
- Employee Assistance Program
- Tuition Forgiveness
- Free gym membership
- Free admission to the Zoo, MOSI, and the Florida Aquarium
- Free or discounted admission to many attractions in Florida
- Discounted auto insurance
- And so much more!
Equal Opportunity Employer & Drug-Free Workplace
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